Hoa Sen University
Vatel International Business School Hotel & Tourism Management
02nd YEAR INTERNSHIP REPORT RECEPTIONIST NOVOTEL SAIGON CENTRE Submitted by: Mac My Nhu Class: MA3-2017 Date: 01st November 2019
Submitted to the Academic Department of the Vatel Ho Chi Minh in partial fulfillment of the
requirements for the degree of Bachelor in International Hotel Management
MARKING SCHEME FOR INTERNSHIP REPORTS M2 Student Name: Mac My Nhu Student Id: 1710031 Class: MA3-2017 INTRODUCTION /2 INTERNSHIP LEARNING OBJECTIVES /2 HOTEL PROFIE (L.O.T.O.L) /2 INTERN’S EXPERIMENTS /4
INTERN’S EVALUATION & SUGGESTIONS /4 CONCLUSION /2 PRESENTATION AND LAYOUT /2 REFERENCE & APPENDIX /2 OVERALL ASSESSMENT: GRADE: /20 2 REPORT CONTENT
In this report I am going to talk about my internship life, the hotel that choose for my 2nd
destination, share some experience that I think it helpful for me to condescend to the working
environment, what I achieved and what I deficient, and some stories surrounding.
There is a special thank from me to all team who were support me during the period when I
was working and wish you all the best. 3 INTRODUCTION
I would like to express my thankfulness to all the lecturers and Vatel Hochiminh management
team for supporting me. In the very beginning of my study, I realized that I’m interested in
the Front Office department in the Hospitality industry and I’m always looking for chances to
improve my skills and knowledge for supporting my career path along with this department.
Fortunately, in this year, we are focusing on the Front Office department and training on it. I
decided to choose a city hotel for this internship because I know that Receptionist in city
hotel have to cover all the tasks of Guest Service Agent and Guest Relation Officer. I aim to
work for different positions and after that I will able to recognize which one that I belong to.
At the moment, Novotel Saigon Centre is the best option for me. Because the hotel belongs to
Accor Hotels Brand – one of the most famous and biggest hotel brands in the world, which is
rapidly growing attend to Asia and the hotel has high occupancy and good training program.
That is advantages for me to practice and working under pressure together with learning Accor loyalty program.
I worked as a Receptionist during the period from 24th June to the beginning of October under
a good management. Luckily, I have worked with a friendly, enthusiasm and knowledgeable
team. They made me surprise at the very first moment we met because of the warm
welcoming and sharing. I was deep in a huge pond of staff and information about the hotel
and jobs. I didn’t get a clear training program but I have my colleagues who are always
available to train me and assist me. 4
INTERNSHIP LEARNING OBJECTIVES
After a period getting deeper and deeper in Hospitality, studying both theory and practical
knowledge about this major, I’m very excited to have my 2 nd internship as a Reception.
Because I recognize my passion, I know where I’m going to develop my career path. It’s
become stronger and stronger when I went through my last internship at Food and Beverage
department. It doesn’t mean that I got bad experience but it help me to be aware of my
interest and gave me a direction.
I started this internship by a strong enthusiastic. It’s not just about feeling, I bring my
professional behavior, prepared skills and knowledge which I have learnt from the
memorable practice course. Thank for that priceless month, I hardly have no hesitate or
anxious about the work flow, procedures and also making relationship with my colleagues. I
felt a strong self-confidence and desired to learn, to work. It’s higher than any moment of
life. I desired to collect knowledge and show my ability firstly to become a real part of the
team, have more chance to work and secondly to create a good launching platform for my
future. I aimed to be able to work as truly Front Desk attendant right after this internship and I believe I achieved it.
I didn’t have any training program or even a orientation day with the hotel but I have a plan
myself. I hope that you will not expect a detailed, closely plan. I just planned what I needed
to get it done within this week and step by step until I can do everything in my limit.
The most interesting task with me is check in and checkout sequences. Especially, when I can
do it alone in my own station. It took times for me to did it and when they give me chance to
do it I knew my effort is worth it and they trust me. About relevant skills, I cannot mention
all because it is caused by many small things, skills and knowledge to bring me what I aimed.
Some in general was the communication skill which appear when I communicate with my
colleagues and guests, the technical skills in how to welcome guests and the way I follow the
standard to assist my guests to complete all the formality. I mean how I treat them and Opera
PMS using. I believe multitasking, organizational and problem solving skill is one of the
most essential skills for the position. I realized the non-verbal communication channel is also
the direct way to show my polite, respect and well-treated to the guests and I know it makes
guest remember more than verbal sentences. Guests is just human being and we have millions 5
different human beings so I think flexible is essential to satisfy every single guest and complete multiple tasks. 6 HOTEL PROFILE LOCATION
Novotel Saigon Centre is located in the commercial area, district 3 of the city. One of the
most suitable hotel for business travelers. It takes 20 minutes from the airport to the hotel and
vice versa and easy to transfers to district 1, Binh Thanh district… The hotel is surrounded by
many office buildings, company representative offices. For example, we have the Empress
tower which is just facing the hotel and there are Shinhan bank, Nestle are placing there
representative office and also customer service center over there. Novotel frequently has
group of business traveler guests for those companies, Decathlon, Mondelez… The guests
always told me that was amazing because the workplace was just in front of their “home”, no
traffic, no extra time. Especially, we daily have group of guest from Air France airlines and
AeroLogic airlines and HongKong airlines. Novotel is the accommodation for their crews
and we have different procedure for each crew. At once, a pilot from AeroLogic told me that:
“I have stayed in many hotels but you know, your hotel have a greatest service as ever.” It’s
made me proud to be part of this greatest which he mentioned.
One more impressive thing is many different general consulate located around the hotel.
From closest to further consulate is from Germany, China, Hungary, Indonesia, France,
British and the US… I think it easier for foreign guests to contact their home country for personal issue.
It takes 5 minutes walking to some famous sightseeing such as Notre Dame, City Opera
House, War Museum, popular shopping mall like Takashimaya, Saigon Centre which is 7
attracted to the leisure guests and also helpful for
business guests in their down time. I believe the
hotel have one of the best location in the town to
match with both target customers with 247 rooms
under the 4-star standard hotel. SERVICE AND FACILITIES
Novotel Saigon Centre is a 4-star international hotel
provides standard services which will cover all the
general demand of guests. Within 20 floors the
hotel provides both smoking and non-smoking
accommodation, restaurant and 24-hour in room
dining services together with until-midnight sky bar where is perfect for chilling with a glass
of drink without annoying sound and out loud music, indoor and un-wind swimming pool,
spa and 24-hour gym create a comfortable and relaxable environment for guests. Especially,
for those who travel for business who don’t have much free time to search around for dining and relaxing place.
Almost the rooms are providing city views and parks with different aspects. There are going
to have more quiet room and the rest is facing with the main street but still offer guests the
most comfortable sleep. All of the room are designed to have glass wall to earn natural light
which make people refresh and make the room become bigger and airy. In general, almost the
room have the same design except the amenities, furniture for higher room types. The
architectures is aiming to save the space by apply smart furniture to combine closet, suitcase
stand… The working desk is minimize but still suitable for working over there without any
annoyance and they arrange a working chair together with a small sofa which can be changed
into a sofa bed for kid if necessary.
247 hotel rooms has been separated into 4 room types: Superior room, Deluxe room,
Executive room and Suite room locate from floor 5 to 19, detail as the table below. All the
room types are featured free WI-FI access, gym and swimming pool access and public area.
Novotel Saigon Centre just only offers room with bathtub at the Suite room category and we
have 13 connecting rooms and 1 handicapped room. The main target of Novotel brand is
focusing on family satisfaction and relaxation. Thus, Novotel Saigon Centre is also designed 8
for that purpose. But at the same time we brings the ergonomic comfort along the architecture
to satisfy the main customer segmentation of the location. King bed Twin bed Superior room 98 (KGB) 73 (TWB) Deluxe room 9 (KGA) Executive room 50 (KGAEF) 8 (TWAEF) Suite 9 (SKC) Table 1 - Room Category
Superior room is almost placed at floor
5 to 15 and separate into 2 types of bed. We offer a 27m2 space with fashionable
facilities that provides best environment
for relaxing after a long day. The room
is featured by basic bedroom equipment
with Flat screen television, minibar,
closet, suitcase stand, sofa, work desk
and convenient bathroom… There are
options for smoking and non-smoking
Figure 1 - Superior King bed (KGB) for this room category.
Overlooking at the Deluxe room which has only 9 room existing that bring a bigger space and
best view sharing floor with Superior room. Each floor only have 1 Deluxe room in order to
make the guest feel more special. We arrange high-end amenities for this room type and offer
special bathrobe and slippers together with rain-show bathroom. The minibar is included
some snack, both alcoholic and non-alcoholic beverages. The room have a 2 adults – 2 kids
maximum capacity. Due to a bigger size, this room is fabulous for family travellers which
can maximize the comfort and relaxation for a modern family after a long exploring day. For
bigger family, the hotel also provides a solution by connecting room with King-King or
King-Twin choice. Advanced request is required. It allows us to fulfil guests’ satisfaction of
privacy and set their mind at rest about their children. The room is designed to have a giant 9
glass wall in front of the bed to bring the whole beautiful and dynamic city inspection to your
vision in the very first moment you awake till the last second you deeper to the tight sleep. Figure 2 - Deluxe room
We offers floor 16 to 19 as Premier floors for the Executive and Suite room category. Those
floors are more quiet and private for guests who love the privacy and completely silence.
There is a special package benefit for guest who accommodate with AEF and SKC rooms.
The package is complementary usage of hotel’s full services except spa. Some highlighting
point are complementary breakfast, able to access Premier Lounge, free 2 items laundry
daily, late check out till 4 PM (subject to availability)… Especially, guests will have a
excusive check in and check out process at the Premier Lounge.
Executive room offers an first-class comfort of 27m2 along with energetic
city views from high level. The
architecture of this room type is not
have too much different with the others
because we focus on the higher quality
of amenities, high-tech equipment. The
room is featured to personalize guests’
experience by MP3 docking station, net
Figure 3 - Executive room
expresso machine, iron and ironing board set up. Enjoyable options of smoking and non-
smoking. This room type is suitable for business travelers because of their privacy,
convenient and quite. Business guests require a completely healing environment after work and inspired place. 10
There is a room category that encompasses 61m2 and presents panorama view of beautiful Ho
chi minh city with independent living room from spacious bedroom. Suite room is totally
suitable for guests who need private space for small meeting occasionally or normally having
visitors. They can save time by place the meeting in the room with the most convenience and
adaptability. We offer a bathtub bathroom with a duo vanities for the luxurious feeling and
also arrange 2 television for guests’ personal need. All the amenities used is qualified stuff
and taking care for the smallest detail of bringing satisfaction. We have 9 Suite room and 2 of
it are located on 19 floor – the same floor with the Premier Floor. Those are normally serving
the VIP member guests of Accor. We trying to maximize the benefit and convenience of
guests. Personally, I found that the first Suite room on 19 floor earn the best view of the
entire hotel cause it have the panorama view of main street and further to relative area with parks… The Premier
Figure 4 - Suite room and private living room
Lounge is available from 6AM till 10PM every day
and always serving cake, fruits and
beverages. We also serve complementary
breakfast here by a la carte. Guests have
the benefit of using board room in the
Figure 5 - Premier Lounge
lounge for meeting and can invite visitor
there. The hotel provides business center
for requires. Premier Lounge have the
happy hour from 5:30PM to 7PM for
dinner and cocktails. Guests can enjoy our
outstanding cocktails and chill in the
spacious and comfortable area. We
provide check in and check out process at
the lounge and guests can stay over here
waiting for their next schedule. 11
The hotel provide 2 floors for 4 main
conference halls can be expanded or
contract to match with the desired of
customers. We have our all banquet
team take care of the meeting, event, workshop, wedding… from the
customers. The highest capacity of 1
meeting room can be reached to 150
Figure 6 - Conference hall
seats and more for standing event.
We offer many different seating layout for the event and provide high technology equipment
that match with customers’ demands. There are many event planner decide to accommodate
their guests at the hotel along with organize their training show, workshop… The hotel
arrange the individual elevators for meeting floor only which cannot access to others area.
The Square restaurant is located on 2nd floor for all
day dinning. We offer international buffet
breakfast, a la carte lunch and promotional dinner.
It means we will have special buffet dinner as
seafood concept. It is opened for inhouse and
outside guests. The Square is designed toward
modern concept and back to basic introduce fresh
condition for dinning. We receive many good
feedbacks for the restaurant. Our chef play many
fire show in front of the guest to create memorable
memories for them. We also create a small play
yard for children at a side of the restaurant where
the parents can look after them during the dining
time. The kid have some active toy and develop
their creative ability by drawing and Lego.
On Top Bar is located on rooftop of the building presenting 180 o city view. The bar operate
from 5:30PM until midnight for all of guests. To access this bar, guests need to take the last
elevator under the assist of hotel staff. We offer our special cocktail that you cannot find 12
anywhere else along with fresh snack directly from the kitchen. On top bar provides an open
space bar with incredible cozy, egg shaped cozy, sofa… bringing the best experience for
guests. I remember a repeated guest of the hotel shared with me that he loves to have dinner
after work on the top cause he feels really enjoyable. The hotel also provides a 167 Faubourg
bar at a side of the lobby more convenient for
Figure 7.1 - 167 Faubourg bar guests.
The hotel have gym, spa and swimming pool on 4th floor which is served only for the inhouse
guests. We simulate a mini good fitness center with some water and fruits. A side of the pool,
we arrange a pool bar serving both food and beverage. There is an unwind pool but you can
also find fresh air in the area.
Figure 8 - On Top bar outside seat 13
Figure 9 - Spa & Fitness reception and swimming pool TARGET MARKET
As we can see from the location, the main customer segmentation of the hotel is business
travelers. They are coming from the foreign countries. Almost from British, France,
Germany, New Zealand, China, Japan, Thailand… It’s up to 75% of male guest stay in the
hotel, 3 times more than female guest. Our target customer is close to the middle-age and higher.
Therefore my observation, that should be 80 to 90% guests stay in Novotel come to Vietnam
on assignment. They have high level of
status coming for training program, guide a
meeting, supervise factory operation with
high salary level… Almost the
accommodation is settled by company, firm.
The hotel usually welcome groups of guest
from the same company like Decathlon,
Mondelez, Nestle, MontBlanc… Especially,
the hotel focus on the relationship with airlines company. We are presently working with Air
France, AeroLogic and Hong Kong airlines for a long time.
There is low amount of guests come for travel and we also work with some travel agents to
welcome groups of travelling guest. Almost travelling guests come from Europe and Korea.
OWNERSHIP, MEMBERSHIP AND AFFILIATION 14 Ownership
This property is belong to Liberty Corporation and under the management of Accor. Liberty
Corporation is a Vietnamese company which is specialist on Hospitality since 1984. They have total 12 properties: - Liberty Central (4 hotels) - Liberty Hotel (2 hotels) - Gala center -
Metropole wedding and convention center -
A Dong wedding and convention center - Pullman - Ibis style - Novotel Management
Accor is one of the biggest hospitality franchise brands in the world. They operates in more
than 100 countries by 36 brands with over 3,700 hotels. Accor provides operation able to
cover all the different segmentations:
Raffles, Banyan Tree, Sofitel Legend, Luxury Fairmont… Mgallery, Pullman, Swissotel, Premium Movenpick… Midscale Novotel, Mercure, Peppers… Economy Ibis, Thalassa… Membership
Accor launches 2 loyalty programs under the hope of delivering best gratefulness and
building stronger customer relationship: Le Club Accor hotels for free enrollment and Accor
Plus membership for annual fee enrollment. In the end of this year, Accor is going to rebrand
to Accor ALL which is stand for Accor Live Limitless and upgrade one more level for loyalty 15
program. This level is Diamond level for invitation only. Accor is stop to issue physical
membership card in order to launch their technological mobile app. They try to provide
modern conveniences to guests about checking on their benefits. This app is allowed to
assists reservation, online check in, fast check out and so on.
The entry level start from Classic (for Le Club) and Silver (for Accor plus) and earning points
from night stay and expenses for eligible reservation. It’s mean that any reservation is made
directly to the hotel, original Accor website, through corporate contract is able to earn point.
There are 2 types of point: Status point and Reward point. Status point is using for upgrading
the membership level. Reward point can be used for redemption for complementary night
stay or using as money to settle for bills during the eligible stay, membership owner have to
present as a physical stay is required. The expenses have been paid by reward point are
countable and allow to subject to the upgrading process. Both Status point and Reward point
have 1 year lifespan. The guests should earn enough points to upgrade to the higher status or
earn enough points for maintain the present status within a year. Downgrading is applicable.
Earning points and redemption is applied for all the hotel under management of Accor. In the
chart below, I mention about the required points for upgrading and some highlight benefit of
each status. The higher status have cover all the benefits of the lower status.
Accor Plus membership have more benefits than Le Club membership even at the same status. Silver (Accor Plus Platinum member entry level) Achie Achieve 30 nights or 7,000 Achie Start earning point. points points point Free internet access Priority Welcome Early check in or late check Complementary access to worldwide out Premier Lounge Member's rate Upgrade to the next room type. Classic (Le Club Gold member entry level)
HOTEL ORGANIZATION CHART 16 17 INTERN’S EXPERIMENTS
I would to start this part as an internship life story sharing. I’m going to share about my job,
skills gained, knowledge, my relationship between me and my guests, and of course my
colleagues. This story will come from my personal, my buddy and my supervisor
observation. I don’t know what they are going to talk about me what I’m not really know
about but simply, I believe every single thing they told me even recognition, job offering or
punishment and I keep it as a precious memory and priceless experience.
In the very first day, I went to the hotel with
The impressive thing make me proud of my “destination” is business guests who travel to
Vietnam and stay in Novotel Saigon Centre for many times comeback to this country and this
hotel for him/her travel with their whole family. 18