Plan ho Telic Plan De Arts Saigon - Tài liệu tham khảo Tiếng Anh ( TA8 ISW) | Đại học Hoa Sen

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Môn: Tiếng Anh (TA8 ISW)

Trường: Đại học Hoa Sen

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Profile Kim Oanh
Internal Communication
Plan
YEAR 2019/2020
FINAL PROJECT - INTERNAL COMMUNICATION CLASS ANH318DE02
GROUP PROJECT BY FLORIANE GONZALVEZ, MAUD LEFEBVRE DU
PREY AND JULIA SANTHA
Submitted to Mr John,
Hoa Sen University
Hotel des Arts - Saigon
T A B L E O F C O N T E N T S
Executive Summary
Background of the organization
Vision, Mission and Goals
Organizational Structure
Goals and Objectives of the Plan
Identify Key messages of the organization
Audiences
Internal Communication Tools
Intercultural problems
Solutions to intercultural problems
Communication problems due to tools
Solutions to communication problems due
to tools
Inherent conflicts within the company
Solutions to conflicts
Implementation plan and timelines
Monitoring and evaluation
Maud LEFEBVRE DU PREŸ
Floriane GONZALVEZ
Julia SANTHA
XECUTIVE SUMMURY
Company Overview
Founded in 2015
The Market
1st
Financing Need
In this way, it is crucial for the Hotel des Arts to solve its internal communication
problems and improve it in general with tools and the implementation of effective
actions so that the company can achieve its ambitions!
The company’s ambitions
•
Offer personalized services
•
Develop its technologies again and again to improve the customer experience
Belongs to the group:
Positioning on the luxury
market
Hotel Industry
The Need for Effective Internal Communication
Existing problems:
-
Intercultural diversity causing misunderstanding and conflicts
-
A lack of tools dedicated to internal communication
-
Conflicts inherent within the organization
The solutions to be provided:
-
Provide training/MOOC training on key topics: intercultural
diversity, the need for « healthy conflicts »! !
-
Use new internal communication tools: creation of an intranet,
chatbot…
-
Create an Internal Communication Department
1
1. Executive +Summary+
!
Activity+
!
Hotel! !arts! !a!prestigious!5-star!hotel,!located! !Ho! !Minh!City! !He! !the! !des is in Chi since!2015. is first
international!5!stars!operated!lifestyle!hotel! !the!city.!!in
The of This!concept! !the!Hotel! !as! !a!boutique!hotel.!is follows: !puts!forward! !has!a! !concept unique
style!and!personality!based! !a! !theme!that!sets! !apart! !the!competition.!on concept!or it from
Today,! !established! !the! !hotel!market,! !targets!two!areas!main!objectives:!to!it is! !well in luxury which
offer! personalized! services! and! to! further! ! its! technologies! to!develop improve! the! customer!
experience.!
To of!do!this,!the!Hotel!has!a!team! ! ! ! !300 employees working 168! !for !rooms in!the!Hotel,!as! !as!a!well
bar,!a!restaurant!and! !reception!areas.!!work!or
The!main!objective! !this! !of report is!to!provide!a!valuable! !source of!analysis!and!research!to! !propose
an! optimal! internal! communication! plan! to! enable! the! company! to! achieve! its! economic! and!
development!objectives.!
!
Market+
!
Competition!in!the!luxury!hotel!sector!is!strong.!Indeed,!it!is!a!sector!that!is!reinventing!itself!strongly!
to! be! as! close! as! ! to! travellers'! expectations,! and! to! ! the! challenges!possible meet of! geographic
coverage,!customer!segment,!loyalty,! !and! !etc.!product service!offerings,
!
Objectives+ +of our+ plan+
!
• Reduce! !to! !cultural!background,! !to! !about! !problems nked!li cross help!employees know!more how
their! !culture!are,! !other's!culture!are,! !to!react!and!deals!with! !at! !conflict.!own how how it work
• Facilitate!the!exchanges! !the! !the!information!and!communication! !a! !p !of work, during big roject
that!involves!different!department.!Avoid!miss!mail,!forgetting!to!response!or!answer!latter!when!
they!have!the!time!(If!they! !answer! !to!an!email!they! !because!they!are! !don't now will!forgot very
busy).!
!
Financing+ +Need
!
All require! these! initiatives! obviously! ! rather! moderate! funding.! Indeed,! although! the! !project
requires revenue, relies! an! obvious of! !source ! ! it! also! ! heavily! ! the! talent! management!on! part! on
process project!and! !investment! !this!employee in !to! !communication.!improve
!
+ +
2
2. Background+ ++of organization+ +the
+
The!five! stars! Hotel! ! Arts! Saigon! –! Mgallery! ! to! the! AccorHotel!des which!belongs Group! w
created!in!October! !4!years!after!the!2015, first!Mgallery!hotel!in!London! !the! !in process of!expanding!
its! !range,! !It! !the!1 !stars!internationally!operated!boutique!lifestyle!
luxury decided!in!2013. is
st
!five
hotel! !Ho! !Minh!City.!!in Chi
Located! !the!heart! !the!town,! !District! !clients!are! !in of in 1, immersed in!the!Saigon!of This!the! !1930’s. !
dominant!theme! !is expressed!by!the!image!of!the!elegant!past!throughout!Asian!arts!and!French!art!
de!vivre,!in!order!to!create!an!atmosphere! !the!client.!!for
The owner's This! ! passion! for! art! has! enabled! the! hotel! to! have! a! gallery! within! the! premises.!
collection!reflects!the!richness!of!Vietnamese!culture.!The!client!relives!the!Indochinese!era!through!
its!elegance,! !and!romanticism! !century! !with! !as!the!chic while!enjoying!21st comfort services such!
spa!and!the! !!poolside.
The!meeting!between! !and!the! !creates!a! !charm!at!the!hotel!modern!luxury 1930’s!period unique
which! provides unique high! the! client! with! a! ! experience! in! Saigon.! The! -quality! !luxury! services
offered!have!enabled!the!hotel!to!obtain! !prestigious!awards!numerous like!“Luxury'Business'Hotel'
of' 'The Year”.!!
!
!
!
!
! !
3
3. Vision,+Mission+and+Goals++
!
A!vision+of!a!company!is!the!representation!of!the!future,!desired!by!the!
entire! company.! It! involves! the! resources! of! the! entire! organization! and!
offers!a!coherent!intervention!framework!in!the!implementation!of!actions!
and! a+ common+ ambition+ and+ motivation.! The! vision! defines! where! the!
company! wants! to! go,! communicate! clearly! what! it! wants! to! achieve! as!
objectives,! mobilize! and! motivate! people! to! follow! the! company! in! this!
vision.!!
!
In!that!way,!the!vision!of!Hotel!des!Arts!Saigon,!is!first,!to!stay!the!leader!of!the!concept!of!having!
an!International!Operator!Lifestyle!Boutique!Five!Stars!Hotel.!We!can!see!a!lot!of!five!stars’!hotels!
here,!in!Ho!Chi!Minh!City!but,!they!do!not!propose!the!concept!of!a!lifestyle!boutique!hotel.!Indeed,!
the!idea!of!a!boutique!hotel!break,!by!definition,!the!traditional!codes!of!the!luxury!hotel.!A!boutique!
hotel!is!defined!as!a!small!establishment!with!a!strong!personality!and!few!rooms.!!
Hotel!des!Arts!Saigon!wants!to!stay!the!first!five!stars’!boutique!hotel!in!Ho!Chi!Minh!City!and!the!
leader!in!Vietnam.!
To!focus!on,!the! of!the!hotel!is!important.!mission+ The!mission!statement!
is!designed!to!guide!the!everyday!actions!of,!and!decisions!made!by!the!
company.!In!Hotel!des!Arts!Saigon,!they!need!to!meet!the!strong!demand!
of!luxury!hotel!in!the!city,!which!is!rising!sharply.!!
!
For! that,! all! staff! members! are! working! towards! a! specific+ aim! which!
consists!in!providing! an!impeccable,!personalized!and! digitized!service!to!the!clients.!What!they!
want!first,!is!to!persuade!the!customers!that!they!choose!the!better!hotel!in!Ho!Chi!Minh!City,!the!
one!they!would!like!to!go!back!and!the!one!they!should!recommend.!!!
!
The! customer! experience! is! at! the! heart! of! their! concerns.! They! want! to! bring! an! unforgettable
experience!for!those!who!love!to!live!and!travel!independently!and!want!
to!discover!art,!style,!and!culture!in!the!heart!of!energetic!Ho!Chi!Minh!City.!
Every!day,!they!work!to!create!a!warm!and!inviting!ambience!which!go!in!
hand!with!the!comfort!and!excellence!of!the!place.!Hotel!des!Arts!Saigon!
offers!a!combination!of!the!classical!charm!of!“Indochine!Française”!with!a!
sense!of!timeless!chic.!To!achieve!its!goals,!the!hotel!relies!on!personalized!
services!and!the!technology!with!the!provision!of!a!spa,!a!swimming!pool,!
a!star!restaurant!but!also!smart!devices.!
!
!
!
VISION
What the company
wishes become to
MISSION
What the company
represents &
values
GOALS
How the company
strives achieve to
its vision &
measures s it
success
4
!
!
Each!brand!or!company!has!a!mission!to!follow.!For!Hotel!des!Arts!Saigon,!it!mission!is!to!deliver!an!
unforgettable!experience!for!those!who!love!to!live!and!travel!independently!by!providing!the!best!
services!to!their!customers.!!
As!a!mission,!it!must!be!followed!by!goals!that!need!to!be!reach!and!express!as!objectives.!In!this!
table!board,!we!can!see!that!the!hotel!relies!a!lot!on!the!quality!of!the!service!they!offer!but!also!on!
innovation.!If!the!mix!of!these!two!characteristics!can!help!them!to!increase!their!brand!awareness!
to! the! public! with! the! new! ways! of! communication,! aided! by! the! social! networks! for! example
objectives!need!to!be!set!up!to!help!them!to!stay!focus!on!their!mission.!!
To! reach! these! goal,! internal! communication! operates! because! things! need! to! be! changed! or!
improved!within!the!company.!Indeed,!as!seen!on!the!table!board,!regular!trainings,!recruitment,!
seminars,!audit!and!benchmark!are!strategies!need!to!be!decided!in!intern.!!!
! !
GOAL% GOAL GOAL
Constantly)improve)customer)service Become)more)and)more)digitalized Increase)brand)awareness
OBJECTIVES OBJECTIVES OBJECTIVES
1))Schedule)regular)trainings 1))Be)aware)of)the)new)digital)trends 1))Auditing)and)Benchmarking)proces
2))Hire)new)employees)and)interns 2))Schedule)regular)training)seminars
2))Be)focus)on)the)marketing)plan
to)keep)the)staff)member)skills)updated
GOALS)AND)OBJECTIVES)FLOWCHART
as)the)most)prestigious,)typical )innovative)hotel)in)the)area.)and
It%mission%statement
Hotel)des)Arts)Saigon)is)a)five)stars)hotel)that)provides)the)best)services)to)deliver)an)unforgettable)experience
for)those)who)love)to)live)and)travel)idependently.)It)mission)is)to)keep)it)strong)reputation)in)Vietnam
5
4.+Organizational+structure+
!
! To! determine! the! trajectory! of! a! company! is! also! to! understand! its! organization! and!
functioning! !identifying!the! !that!have! !made,!the!structural!adaptations!and!their!by choices been
consequences!on!the!company's!values!and!identity.!!
These of!elements!are!at!the!root! !the!company's!technical!and! !economic efficiency.!
!
The of of!structure! !a!company!can! !as!the!be defined! set! !measures! !a!company!distributes,!by!which
organizes,!coordinates!and!controls!its!activities.! !are! !types! !structures! !There different of depending
on!the!company's!strate !orientations!and! !gic choices.
We!will!therefore!identify!the!structure! !the!Hotel! !Arts.!of des
!
!
4.1.+A+ +functional+structure
!
The of of! organization! ! the! Hotel! des! Arts! ! a! functional!is! characterized! by division! ! authority! an
therefore!a!plurality! !command.!of
Indeed,!there!are! !departments! !into!two!major! !within!the!hotel!hierarchy.!different divided poles
!
On! the! one! hand,! there! are! the! operational-type! departments! divided! into! major! "Operational"!
divisions. division! !This !includes!the!activities! !of:
-
engineering!
-
house-keeping!
-
food!and!beverages!
These! operational! areas! directly! contribute! to! the! company's! activity! by providing! ! products! and!
services services,!to!consumers,! ! !offering household !etc.!
!
On seco! the! other! hand,! the! strategic! departments! are! divided! into! a! nd division,! ! called! the!
"Strategic"! !division.
The!following!strategic!activities!are! !included:
-
Marketing!and!communication!
-
Human!Resources!
-
Finance!
The of! !role !these!domains! !to!advise!and!assist.!is
!
The!different been different by!departments!have! !created!according!to!the! !functions!required! !the!
company.! ! the! technical! specificities!The! criteria! ! are! as!for! grouping follows: of! the! !different
functions!as! !as!the!homogeneity! !the! !well of employees'!skills.
Thus, of own!each! !the!functions! !operational!relationship!with!the!others! !has!its!is in! but !hierarchy.!
!
Within!the! !departments!there!are!the!same!hierarchical!patterns.!different
Each!department!has!its! !hierarchy,!namely:!own
-
a!general!manager,!which!is!the!top!person!of!each!strategic!department!and!then!the!employees!
-
an!executive!manager,! ! !the!top!which is person! !each!operation!department!of responsible! !the!for
employees!
!
Below,!a! !the!organization! !the!Hotel! !Arts!without!the!names! !the!individuals.!model!of of des of
!
6
!
!
Thus, only or of!each!manager!has!authority! ! ! !in his !her!field! !competence.! !each! !But decision!goes
through!the!hierarchy,!authority! !important! !is!a!very body! !for employees.
These of!managers!are!hierarchically! !the!responsibility!under ! the! !to! !they! !CEO whom must!refer
when!making!important! !decisions.
Thus on only,!every employee! ! !depends ! !two!managers,! !manager!and!the! !!his direct! CEO.
!
!
This!hierarchical!structure!therefore!has!advantages!and!disadvantages.!
!
Among!the!advantages!are:!
-
Technical! !with!a! !effective!staff!specialization!efficiency very
-
The of!simplicity! !management!within!the! !departments!different
-
The!ease!of of!integration! ! !employees who!are! !into!grouped homogeneous!and!specialized!teams!
-
The of!grouping! !functional! !and!their! !skills development
!
However,! !terms! !disadvantages,! !!in of we!find:
-
A!possibility! !conflicts!caused!of by!the!multiplicity! !command.!Indeed,!the! !hierarchical!of different
levels is!of!the! !may!enter!into!conflict,!as!different divisions! !the!case! !example!with!general!for
managers!and!executive!managers! !at!the!same!hierarchical! !their!who,!being level,!must!resolve
conflict!without! !the!hierarchy.!relying!on
-
A! !dilution! !responsibilities.!risk!of of
-
The of!rigidity! !the!face!in !change!and!little!internal!mobility.!
! !
7
4.2.+An+ ++autocratic+ +management style
!
There! are! generally! five! main! management! styles:! autocratic,! paternalistic,! bureaucratic,!
entrepreneurial,!individualistic.! !company! !naturally!Every is specific!but! !fact! !in it is! !more or!less! !close
to! !various! !these!styles.!!one or! of
Although! !varies!according!to!each!individual,!the!typical! nagerial! !within!the!company! !it ma profile is
the!autocratic!style.!
Here!are!the!characteristics! !the!autocratic!management!style!within!the!Hotel! !arts:!of des
!
The+ + + + + + +autocratic management style of the Hotel des+Arts+
The!operating! !mode
the!structure! !hierarchical!with!a!formalis!very
authority!
The!control!mechanisms!
They!are!considered!to!have!little!autonomy!and!
delegation!
The!decision-making!system!
It! shows! a! centralization! of! decision
Employees! systematically! report! to! the
supervisor! to! make! ! and! pdecisions erfor
various!tasks!
The!reward!system!
It! !largely! !to!the!personal!appreciationis linked
of!employees!
The!information!and!communication!system!
Communication!is!limited.!Indeed,!there!are!few!
means! ! communication! ! as! WhatsAof such
and! emails.! There! is! th ! little! writterefore
material,!little!official!information!
!
!
We! therefore! consider! that! ! the! ! company,! the! management! style! ! autocratic! with! a!for whole is
relationship!to!authority!fundamental.!However,!the!managerial!style!varies!according!to!countries!
and!personalities!of!individuals.!
Thus, of! in! a! company! 65%! ! whom! are! expatriates,! the! general! management! style! remains!
approximate.!
!
!
4.3.+ + + +The+culture of the organization+
!
In! Charles! Handy's! 1976 work! ! "Understanding! Organizations",! there! are! 4! main! organizational!
cultures:! !culture,!Role!culture,! !culture!and!Task!culture.!Power Person
!
According!to!this!classification,! !can!further! !the!organizational!culture! !the!Hotel! !we define of des
Arts!as!a!Role!culture!with!an!important!emphasis! !the! !hierarchy.!on role!of
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YEAR 2019/2020 Internal Communication Plan
FINAL PROJECT - INTERNAL COMMUNICATION CLASS ANH318DE02
GROUP PROJECT BY FLORIANE GONZALVEZ, MAUD LEFEBVRE DU PREY AND JULIA SANTHA Hotel des Arts - Saigon Submitted to Mr John, Hoa Sen University S T Executive Summary N
Background of the organization E
Vision, Mission and Goals T
Organizational Structure
Goals and Objectives of the Plan N
Identify Key messages of the organization Audiences O
Internal Communication Tools C F Intercultural problems
Solutions to intercultural problems O E
Communication problems due to tools L
Solutions to communication problems due to tools B
Inherent conflicts within the company A Solutions to conflicts T
Implementation plan and timelines
Monitoring and evaluation Maud LEFEBVRE DU PREŸ XECUTIVE SUMMURY Floriane GONZALVEZ Julia SANTHA Company Overview Founded in 2015 Belongs to the group:
The concept: a boutique hotel —> Puts forward a unique style and personality based on a concept or
theme that sets it apart from the competition. The Market Hotel Industry 1st Positioning on the luxury market The company’s ambitions
• Offer personalized services
• Develop its technologies again and again to improve the customer experience
The Need for Effective Internal Communication Existing problems:
- Intercultural diversity causing misunderstanding and conflicts
- A lack of tools dedicated to internal communication
- Conflicts inherent within the organization The solutions to be provided:
- Provide training/MOOC training on key topics: intercultural
diversity, the need for «!healthy conflicts!»
- Use new internal communication tools: creation of an intranet, chatbot…
- Create an Internal Communication Department Financing Need
In this way, it is crucial for the Hotel des Arts to solve its internal communication
problems and improve it in general with tools and the implementation of effective
actions so that the company can achieve its ambitions! 1. Executive+Summary+ ! Activity+ !
Hotel!des!arts!is!a!prestigious!5-star!hotel,!located!in!Ho!Chi!Minh!City!since!2015 ! . He!is!the!first!
international!5!stars!operated!lifestyle!hotel!in!the!city.!!
The!concept!of!the!Hotel!is!as!follows:!a!boutique!hotel.!This!puts!forward!concep ! t has!a!unique!
style!and!personality!based!on!a!concept!or!theme!that!sets!it!apart!from!the!competition.! Today,!it!is!wel !established! l
in!the!luxury!hotel!market,!whic !tar h
gets!two!areas!main!objectives:!to!
offer! personalized! services! and! to! further! develop! its! technologies! to! improve! the! customer! experience.!
To!do!this,!the!Hotel!has!a!team!of!300!employee ! s working!for!168!room ! s in!the!Hotel,!as!wel !as! l a!
bar,!a!restaurant!and!work!or!reception!areas.!!
The!main!objective!of!this!repor !
t is!to!provide!a!valuable!source!of!analysis!and!research!to!propose!
an! optimal! internal! communication! plan! to! enable! the! company! to! achieve! its! economic! and! development!objectives.! ! Market+ !
Competition!in!the!luxury!hotel!sector!is!strong.!Indeed,!it!is!a!sector!that!is!reinventing!itself!strongly!
to! be! as! close! as! possible! to! travellers'! expectations,! and! to! mee !
t the! challenges! of! geographic
coverage,!customer!segment,!loyalty,!product!and!service!offerings,!etc.! ! Objectives+of+ou + r plan+ !
• Reduce!problems!linked!to!cros !
s cultural!background,!help!employee ! s to!know!mor ! e about!how!
their!own!culture!are,!how!other's!culture!are,!how!to!react!and!deals!with!it!at!work!conflict.!
• Facilitate!the!exchanges!of!the!work !,the!information!and!communication!during!a!big!projec ! t
that!involves!different!department.!Avoid!miss!mail,!forgetting!to!response!or!answer!latter!when!
they!have!the!time!(If!they!don't!answer!now!to!an!email!they!will!forgot!because!they!are!ver ! y busy).! ! Financing+Nee + d !
All! these! initiatives! obviously! require! rather! moderate! funding.! Indeed,! although! the! project!
requires! an! obvious! source! of! revenue,! it! also! relies! heavily! on! part! on! the! talent! management!
process!and!employe !investment! e
in!this!project!to!improve!communication.! ! + + 1 2. Background+of+th + e organizatio ++ n +
The! five! stars! Hotel! des! Arts! Saigon! –! Mgallery! which! belongs! to! the! AccorHotel! Group! w created!in!October!2015 !
, 4!years!after!the!first!Mgallery!hotel!in!London!in!the!process!of!expanding!
its!luxury!range,!decided!in!2013 !
. It!is!the!1st!five!stars!internationally!operated!boutique!lifestyle! hotel!in!Ho!Chi!Minh!City.!!
Located!in!the!heart!of!the!town,!in!District!1 !
, clients!are!immersed!in!the!Saigon!of!the!1930’s ! . This!
dominant!theme!is!expressed!by!the!image!of!the!elegant!past!throughout!Asian!arts!and!French!art!
de!vivre,!in!order!to!create!an!atmosphere!for!the!client.!!
The! owner's! passion! for! art! has! enabled! the! hotel! to! have! a! gallery! within! the! premises.! This
collection!reflects!the!richness!of!Vietnamese!culture.!The!client!relives!the!Indochinese!era!through!
its!elegance,!chic!and!romanticism!while!enjoying!21s !
t century!comfort!with!services!such!as!the! spa!and!the!poolside.!!
The!meeting!between!modern!luxury!and!the!1930’s!period!creates!a!unique!charm!at!the!hotel!
which! provides! the! client! with! a! unique! experience! in! Saigon.! The! high-quality! luxury! services!
offered!have!enabled!the!hotel!to!obtain!numerous!prestigious!awards!like!“Luxury'Business'Hotel' of'The'Year”.!! ! ! ! ! ! ! 2 3. Vision,+Mission+and+Goals++ !
A!vision+of!a!company!is!the!representation!of!the!future,!desired!by!the! VISION
entire! company.! It! involves! the! resources! of! the! entire! organization! and! What the company
offers!a!coherent!intervention!framework!in!the!implementation!of!actions! wishes to become
and! a+ common+ ambition+ and+ motivation.! The! vision! defines! where! the!
company! wants! to! go,! communicate! clearly! what! it! wants! to! achieve! as!
objectives,! mobilize! and! motivate! people! to! follow! the! company! in! this! vision.!! !
In!that!way,!the!vision!of!Hotel!des!Arts!Saigon,!is!first,!to!stay!the!leader!of!the!concept!of!having!
an!International!Operator!Lifestyle!Boutique!Five!Stars!Hotel.!We!can!see!a!lot!of!five!stars’!hotels!
here,!in!Ho!Chi!Minh!City!but,!they!do!not!propose!the!concept!of!a!lifestyle!boutique!hotel.!Indeed,!
the!idea!of!a!boutique!hotel!break,!by!definition,!the!traditional!codes!of!the!luxury!hotel.!A!boutique!
hotel!is!defined!as!a!small!establishment!with!a!strong!personality!and!few!rooms.!!
Hotel!des!Arts!Saigon!wants!to!stay!the!first!five!stars’!boutique!hotel!in!Ho!Chi!Minh!City!and!the! leader!in!Vietnam.!
To!focus!on,!the!mission+of!the!hotel!is!important.!The!mission!statement! MISSION
is!designed!to!guide!the!everyday!actions!of,!and!decisions!made!by!the! What the company
company.!In!Hotel!des!Arts!Saigon,!they!need!to!meet!the!strong!demand! represents & values
of!luxury!hotel!in!the!city,!which!is!rising!sharply.!! !
For! that,! all! staff! members! are! working! towards! a! specific+ aim! which!
consists!in!providing! an!impeccable,!personalized!and! digitized!service!to!the!clients.!What!they!
want!first,!is!to!persuade!the!customers!that!they!choose!the!better!hotel!in!Ho!Chi!Minh!City,!the!
one!they!would!like!to!go!back!and!the!one!they!should!recommend.!!! !
The! customer! experience! is! at! the! heart! of! their! concerns.! They! want! to! bring! an! unforgettable
experience!for!those!who!love!to!live!and!travel!independently!and!want! GOALS
to!discover!art,!style,!and!culture!in!the!heart!of!energetic!Ho!Chi!Minh!City.! How the company
Every!day,!they!work!to!create!a!warm!and!inviting!ambience!which!go!in! strives to achieve
hand!with!the!comfort!and!excellence!of!the!place.!Hotel!des!Arts!Saigon! its vision &
offers!a!combination!of!the!classical!charm!of!“Indochine!Française”!with!a! measures its
sense!of!timeless!chic.!To!achieve!its!goals,!the!hotel!relies!on!personalized! success
services!and!the!technology!with!the!provision!of!a!spa,!a!swimming!pool,!
a!star!restaurant!but!also!smart!devices.! ! ! ! 3 ! GOALS)AND)OBJECTIVES)FLOWCHART It%mission%statement
Hotel)des)Arts)Saigon)is)a)five)stars)hotel)that)provides)the)best)services)to)deliver)an)unforgettable)experience
for)those)who)love)to)live)and)travel)idependently.)It)mission)is)to)keep)it)strong)reputation)in)Vietnam
as)the)most)prestigious,)typical)and)innovative)hotel)in)the)area. GOAL% GOAL GOAL
Constantly)improve)customer)service
Become)more)and)more)digitalized Increase)brand)awareness OBJECTIVES OBJECTIVES OBJECTIVES 1))Schedule)regular)trainings
1))Be)aware)of)the)new)digital)trends
1))Auditing)and)Benchmarking)proces
2))Hire)new)employees)and)interns
2))Schedule)regular)training)seminars
2))Be)focus)on)the)marketing)plan
to)keep)the)staff)member)skills)updated !
Each!brand!or!company!has!a!mission!to!follow.!For!Hotel!des!Arts!Saigon,!it!mission!is!to!deliver!an!
unforgettable!experience!for!those!who!love!to!live!and!travel!independently!by!providing!the!best! services!to!their!customers.!!
As!a!mission,!it!must!be!followed!by!goals!that!need!to!be!reach!and!express!as!objectives.!In!this!
table!board,!we!can!see!that!the!hotel!relies!a!lot!on!the!quality!of!the!service!they!offer!but!also!on!
innovation.!If!the!mix!of!these!two!characteristics!can!help!them!to!increase!their!brand!awareness!
to! the! public! with! the! new! ways! of! communication,! aided! by! the! social! networks! for! example
objectives!need!to!be!set!up!to!help!them!to!stay!focus!on!their!mission.!!
To! reach! these! goal,! internal! communication! operates! because! things! need! to! be! changed! or!
improved!within!the!company.!Indeed,!as!seen!on!the!table!board,!regular!trainings,!recruitment,!
seminars,!audit!and!benchmark!are!strategies!need!to!be!decided!in!intern.!!! ! ! 4 4.+Organizational+structure+ ! !
To! determine! the! trajectory! of! a! company! is! also! to! understand! its! organization! and!
functioning!by!identifying!the!choices!that!have!been!made,!the!structural!adaptations!and!their!
consequences!on!the!company's!values!and!identity.!!
These!elements!are!at!the!root!of!the!company's!technical!and!economic!efficiency ! . !
The!structure!of!a!company!can!be!defined!as!the!set!of!measures!by!whic ! h a!company!distributes,!
organizes,!coordinates!and!controls!its!activities.!There!are!different!types!of!structures!depending!
on!the!company's!strategi !orientations!and! c choices.!
We!will!therefore!identify!the!structure!of!the!Hotel!des!Arts.! ! ! 4.1.+A+functional+structur + e !
The! organization! of! the! Hotel! des! Arts! is! characterized! by! a! functional! division! of! authority! an
therefore!a!plurality!of!command.!
Indeed,!there!are!different!departments!divided!into!two!major!poles!within!the!hotel!hierarchy.! !
On! the! one! hand,! there! are! the! operational-type! departments! divided! into! major! "Operational"!
divisions.!This!division!includes!the!activities!of:! - engineering! - house-keeping! - food!and!beverages!
These! operational! areas! directly! contribute! to! the! company's! activity! by! providing! products! and!
services!to!consumers,!offering!household!services,!etc.! !
On! the! other! hand,! the! strategic! departments! are! divided! into! a! second! division,! called! the! "Strategic"!division.!
The!following!strategic!activities!are!included:! - Marketing!and!communication! - Human!Resources! - Finance! The!rol !
e of!these!domains!is!to!advise!and!assist.! !
The!different!departments!have!been!created!according!to!the!different!functions!required!by!the!
company.! The! criteria! for! grouping! are! as! follows:! the! technical! specificities! of! the! different!
functions!as!wel !as!the!homogeneity! l of!the!employees'!skills.!
Thus,!each!of!the!functions!is!in!operational!relationship!with!the!others!but!has!its!own!hierarchy.! !
Within!the!different!departments!there!are!the!same!hierarchical!patterns.!
Each!department!has!its!own!hierarchy,!namely:!
- a!general!manager,!which!is!the!top!person!of!each!strategic!department!and!then!the!employees! - an!executive!manager,!whic !
h is!the!top!person!of!each!operation!department!responsible!for!the! employees! !
Below,!a!model!of!the!organization!of!the!Hotel!des!Arts!without!the!names!of!the!individuals.! ! 5 ! !
Thus,!each!manager!has!authority!only!in!his!or!her!field!of!competence.!But!each!decision!goe ! s
through!the!hierarchy,!authority!is!a!ver !important! y body!for!employees ! .
These!managers!are!hierarchically!under!the!responsibility!of!the!CEO!to!who ! m they! must!refe ! r
when!making!important!decisions.!
Thus,!every!employee!depends!on!only!two!managers,!his!direct!manager!and!the!CEO.!! ! !
This!hierarchical!structure!therefore!has!advantages!and!disadvantages.! ! Among!the!advantages!are:! - Technical!efficienc !with!a! y ver !ef
y fective!staff!specialization!
- The!simplicity!of!management!within!the!different!departments!
- The!ease!of!integration!of!employee !
s who!are!grouped!into!homogeneous!and!specialized!teams!
- The!grouping!of!functional!skills!and!their!development! !
However,!in!terms!of!disadvantages,!we!find:!!
- A!possibility!of!conflicts!caused!by!the!multiplicity!of!command.!Indeed,!the!different!hierarchical!
levels!of!the!different!divisions!may!enter!into!conflict,!as!is!the!case!for!example!with!general!
managers!and!executive!managers!who,!being!at!the!same!hierarchical!level,!must!resolv ! e their!
conflict!without!relying!on!the!hierarchy.!
- A!risk!of!dilution!of!responsibilities.!
- The!rigidity!in!the!face!of!change!and!little!internal!mobility.! ! ! 6
4.2.+An+autocratic+management+style++ !
There! are! generally! five! main! management! styles:! autocratic,! paternalistic,! bureaucratic,!
entrepreneurial,!individualistic.!Every!company!is!naturally!specific!but!in!fact!it!is!mor ! e or!less!close!
to!one!or!various!of!these!styles.!!
Although!it!varies!according!to!each!individual,!the!typical!m nagerial! a profile!within!the!company!is! the!autocratic!style.!
Here!are!the!characteristics!of!the!autocratic!management!style!within!the!Hotel!des!arts:! ! The+autocrati + c management+style+o + f th + e Hotel+des+Arts+ The!operating!mod ! e the!structure!is!ver ! y hierarchical!with!a!formal authority! The!control!mechanisms!
They!are!considered!to!have!little!autonomy!and! delegation! The!decision-making!system!
It! shows! a! centralization! of! decision
Employees! systematically! report! to! the
supervisor! to! make! decisions! and! perfor various!tasks! The!reward!system!
It!is!largely!linked!to!the!personal!appreciation of!employees!
The!information!and!communication!system!
Communication!is!limited.!Indeed,!there!are!few!
means! of! communication! such! as! WhatsA
and! emails.! There! is! therefor ! e little! writt
material,!little!official!information! ! !
We! therefore! consider! that! for! the! whole! company,! the! management! style! is! autocratic! with! a!
relationship!to!authority!fundamental.!However,!the!managerial!style!varies!according!to!countries!
and!personalities!of!individuals.!
Thus,! in! a! company! 65%! of! whom! are! expatriates,! the! general! management! style! remains! approximate.! ! ! 4.3.+The+culture+o + f th + e organization+ !
In! Charles! Handy's! 1976! work! "Understanding! Organizations",! there! are! 4! main! organizational!
cultures:!Powe !culture,!Role!culture,! r Perso !culture!and!T n ask!culture.! !
According!to!this!classification,!w !
e can!further!define!the!organizational!culture!of!the!Hotel!des!
Arts!as!a!Role!culture!with!an!important!emphasis!on!the!role!of!hierarchy.! 7