BA International Standard Program

Business and Business Environment Module

FINAL COURSEWORK

Student’s Names & SID No. Lâm Anh Thư - 1811547400

Unit Number and Title Hospitality Operation Management

Assignment

Assessor Vũ Thị Thùy Linh, MBA

Submission Deadline 11/9/2021

Proportion of Coursework 50%

Students’ Signatures: …………………………………Date: .. …………………

Task 1 :
- The hotel and its organizational structure
- Managerial decision making
Introduce about the hotel :
Nowadays, with the development of life, the needs of people are also increasing. The same is true
for the accommodation industry in general and the hotel reservation service industry in particular.
The hotel is not only a place to stay and rest, but also a place to entertain, enjoy food... That's why
high-class hotels appear one after another.
Among the 5-star hotels for high-class guests in Vietnam, Sheraton is the most popular name. The
Sheraton Hotel is so perfect that once you step in, you don't want to come back. This is because
you will be overwhelmed by the luxurious design, the attentive service from the staff and the
excellence of the services. Let Vietnam Booking introduce the most outstanding and worthy
Sheraton hotel to you.
About Sheraton Hotel
Sheraton Hotels and Resorts is an international hotel chain owned by Marriott International. As of
the end of 2018 Sheraton managed nearly 450 hotels worldwide. In Vietnam, Sheraton has been
present in major cities: Ho Chi Minh City, Hanoi, Da Nang, Nha Trang, Phu Quoc...

Sheraton is a luxury brand, its hotels are 5-star hotels. Therefore, the market that these hotels are
targeting is business and leisure guests with high demand for services and amenities.
The system of prominent hotels of Sheraton
Vietnam Booking will suggest you 4 hotels that are the "trump card" of Sheraton hotel that you
should note for your vacation trip: Sheraton Saigon, Four Points by Sheraton Da Nang, guests
Sheraton Grand Danang Hotel, Sheraton Nha Trang Hotel.
1. Sheraton Saigon Hotel (5 stars)
Location: 88 Dong Khoi, Ben Nghe Ward, District 1, City. Ho Chi Minh
Sheraton Saigon Hotel is located in the heart of District 1, just 500 meters from famous places in
the city. The hotel has a total of 485 rooms divided into many room types with modern facilities.
Coming to the hotel, customers will be surprised by the services that the hotel provides: services
for business travelers; services for organizing meetings and weddings; Concierge/guest service...

The hotel has a Level 23 Wine Bar on the 23rd floor with drinks and cocktails. Customers can
enjoy the cool "chill" space in a high position and watch the city at night. At the same time, on the
23rd floor of the hotel, there is also a restaurant serving famous dishes in the world. In addition, the
hotel also has restaurants specializing in Chinese and Vietnamese dishes. In terms of entertainment
and health, the hotel has an area to play table tennis, gym, spa... From the hotel you can walk to
shopping centers, places to visit Vincom Dong Khoi, Parkson, Ho Chi Minh City Museum.
2. Four Points by Sheraton Da Nang (5 stars)
Location: 120 Vo Nguyen Giap, Son Tra District, Da Nang City
Located close to the world famous My Khe beach, Four Points by Sheraton Danang is the perfect
stopover to explore the city. The hotel is designed in a resort style with 390 rooms distributed on
36 floors with high-class and modern equipment. In addition, the hotel also has facilities such as:
restaurant, luxury conference area, spa, rooftop bar, outdoor swimming pool, sports center...
The bar located on the 36th floor of the hotel, guests will enjoy a classic Martini or a beer from the
collection of draft beer from around the world only at Four Points by Sheraton Danang.
3. Sheraton Grand Danang Resort (5 stars)
Location: 35 Truong Sa, Street, Ngu Hanh Son, Da Nang
Sheraton Grand Danang Hotel spreads itself out on the watery beach 20 minutes from Da Nang
International Airport. This is one of the most prominent five-star hotels of Da Nang city and is
dubbed the "stairway to heaven". True to its name, the hotel offers customers services that will
satisfy anyone, even the most demanding customers.
Currently, the hotel has a total of 258 rooms divided into two blocks of 6 floors with a capacity of
128 rooms and 130 rooms respectively. The rooms are designed in an open space with a
combination of bedroom, kitchen, living room and private swimming pool. In each room, there will
be full equipment to serve the needs of customers: TV, air conditioner, wifi... Especially the hotel
has a presidential room, an area to land a helicopter.
4. Sheraton Nha Trang Hotel & Spa (5 stars)
Location: 26-28 Tran Phu, Loc Tho, Nha Trang City, Khanh Hoa
Located on Tran Phu street - one of the most beautiful streets in Nha Trang, adding a location near
the sea, Sheraton Nha Trang hotel attracts a huge number of guests every year. This is the first
international hotel in Nha Trang.
 The hotel has 280 rooms mainly for couples and all rooms are facing the sea. You can watch the
sea from your room with transparent glass door system. The hotel has Toastina, an open-air cafe
serving drinks, pastries, a la carte menus of bread, pasta, wood-fired pizza and Asian cuisine. You
can exercise at the hotel's sports center. In addition, the hotel organizes diving in nearby islands.
Outstanding facilities and services of Sheraton hotels
Sheraton is part of Marriott's premium line so these hotels offer impeccable products. When
introducing the Sheraton hotel, the services to mention include: restaurants (each hotel has 2-3
restaurants serving a variety of culinary flavors in the world), bar (bars are located near the hotel).
swimming pool or on the terrace of the hotel, this creates a very pleasant feeling for customers),
swimming pool (wide and green swimming pool). There are also services for business guests:
conference room (with large capacity, most modern sound and light equipment), business center...
https://www.vietnambooking.com/khach-san/tin-tuc-khach-san/gioi-thieu-ve-khach-san-
sheraton.html

1) The hotel and its organizational structure

Every hotel, whether it’s big or small, needs an organizational structure to carry out its daily operations. It is
used to help divide tasks, specify the job for each department, and delegate authority within and among
departments. Effective job specifications will increase work productivity and efficiency. Each hotel
organizes the workforce in different ways. Here shows a medium size hotel organizational structure.
It was basically segmented into six divisions: finance, front office, human resources, food and beverage,
sales and logistics as the following organizational chart:
It was basically segmented into six divisions: finance, front office, human resources, food and beverage,
sales and logistics as the following organizational chart:
Financial

The financial department’s role is to record financial transactions, prepare and interpret financial statements,
and deal with cost accounting and cost control.

Front Office
The front office (room management) department handles customer service including front desk service,
reservation, laundry, concierge, telephone, and housekeeping service. A hotel’s front office is where guests
are greeted when they arrive, where they get registered and assigned to a room, and where they check out.
It’s almost the most important department as it often offers contact with customers.

Human Resources

The human resources department is given the responsibility to handle employee recruitment, arrange staff
training, make promotion and disciplinary decisions, and check staff attendance.

Food & Beverage

The food and beverage department is responsible for all of the dining rooms, restaurants, bars, kitchen, clean
up services, etc. Here we basically divide F/B department into two parts: kitchen and restaurant. Kitchen
department is responsible for food preparation including main food, dessert, side food, and beverage.
Restaurant department‘s role is to provide dining room operation, waiter service, food runner, and clean up
service.

Sales

The responsibility for the sales department is to sell the hotel facilities and services to individuals and
groups. They sell rooms, food, beverage or special services such as massage and laundry to potential
customers through advertising or direct contacts.
Logistics

The logistics department is responsible for tracking for daily supplies, purchasing appliances, and keeping
security.

https://www.orgcharting.com/hotel-organizational-chart/

1) Managerial decision making

 Decision

Mostly, a decision is known as a specific choice from a range of present alternatives to solve any particular
issue or meet certain challenges.

 Decision Making

Decision making is termed as the process of finding or identifying any certain problem/opportunity in order
to resolve them professionally through legal and logical ways. Besides, it can be said that making a decision
is the preparation for practical actions.

Concept of Managerial Decision Making in Management

In the field of management, decision-making is known as a cognitive process, which results in a collection
of a set of actions from current multiple alternatives. At some point, decision –making is the process which
is performed by every individual in daily life; nobody can deny it.

Regarding businesses, decision-making is a regular process or simply a habit. Managerial Decision Making

is one of the most critical processes in every organization. Successful and effective decision making gives
profitable outcomes, whereas unsuccessful decision making causes a great loss.

The use of several tools and techniques is possible in the entire process, as the management team has to
choose one beneficial decision from a range of many. Besides, several perceptions can also help to identify
and solve any issue.

Additionally, a few managers also like to make decisions on their own or give priority to a collective
decision. As decision-making is a hard process, so sometimes, it involves dissatisfaction with another party.
For preventing all the major conflicts and hurdles in decision-making, managers should follow the
professional process of making managerial decisions. The following is the entire process of managerial
decision making.

Managerial Decision-Making Process

The decision making process involves the following 8 main and important steps. Each step may cover
different techniques and tools. The main steps are purpose identification, gathering information, alternatives
judgment principles, analyzing the choices and brainstorming, alternatives evaluation, pick the best
alternative, decision executions and results in the evaluation.

Managerial Decision Making Process (8 Steps)

Purpose Identification

In the problem purpose identification steps, the problem is analyzed entirely in order to find its basic
symptoms and possible loss. When it comes to identifying the problem, the following questions can provide
enough help.

 What is the problem?

 Why it should be solved?

 What parties are affected by it?

 Any specific period or deadline for the problem?

Asking these questions to oneself will eventually find the problem, its impact, affected parties, and future
possible losses.

Gathering Information

The main target of the problem can either be one of the shareholders or all of them. While on the other hand,
it may involve many factors that are affected by it. In order to have a complete look at the problem, the
information should be gathered thoroughly, which relates to the involved shareholders or factors.

Techniques and tools like “Check Sheets” can help a lot in the step of gathering information and it can be
used effectively and efficiently.

Alternatives Judgment Principles

The ultimate focus of this step is to set baseline criteria for the alternatives in order to judge them
appropriately. Regarding criteria, the corporate culture and goals of the organization should be considered
also. For example, profit is the only one and the most needed factor of every organization and is also an
important factor that should be considered while decision-making.

Nothing should be done that may cause the decrement of the profit unless there is an exceptional case that
cannot be resolved without sacrificing a little profit. Aside from it, baseline criteria should comprise entire
relation to the problem

Brainstorming and Analyzing the Choices

Brainstorming refers to listing down all the ideas and ways to solve the problem. At very first, it is necessary
to understand the possible causes of the problem and classifying them in priority order such as from the most
to the least effective cause. Cause-and-Effect diagrams & Pareto Chart tool can provide the needed help in
this step.

The cause-and-Effect diagram will help the management team to identify the certain causes of the problem,
whereas the Pareto Chart will perform its role in classifying them from the highest effect and identifying the
level of the causes. After that, further steps can be taken for generating all the possible alternatives to the
problem.

Alternatives’ Evaluation

After performing logical and professional steps, the next is to use one’s own judgment based on decision-
making skills and experience along with judgment power. Find out the pros and cons of every alternate and
eventually evaluate them on such a basis to find out the one which seems to be more effective than the rest.
Comparing different alternatives can also give efficient output.

Pick the Best Alternative

After following the above methodology from steps 1 to 5, this step is very easy. Probably, one might have
found the best alternative after comparing the pros and cons of different alternatives, yet the one should be
100% confident and sure to pick the best possible alternative.

Execute the Decision

The second last step in the process of Decision Making is to give a practical shape to the decision by
converting it into a plan, which contains a sequence of actions to be performed. It can be done alone or with
the help of the management team.

Results Evaluation

Now that every step is performed and the decision is converted into a plan, eventually, there is a need of
evaluating the outcome of the decision which will help the team of managers to learn from the problem and
prepare precautions for the future time. Besides, it is the best practice to improve managerial decision
making.

https://www.businessstudynotes.com/hrm/managerial-decision-making-and-its-process/

Task 2:

- Cost / Pricing methods

 - Demand / Supply

- The Guest cycle

1)Cost / Pricing methods of Sheraton Hotel :