A.

INTRODUCTION
In the current context of countries opening and integrating, the global economy is
being promoted comprehensively and is in a period of tremendous development. Thanks
to the growth of the economy, both material and spiritual life of humans are increasingly
developed. Along with that, tourism for rest, relaxation and entertainment gradually
becomes an important human need. Therefore, tourism has become more and more
popular and the tourism business has flourished in recent years, especially after the
COVID-19 pandemic. According to a study by the General Statistics Office, the total
revenue from tourism in the first three months of this year measured 111.2 trillion VND.
In particular, accommodation and food services in the first nine months of 2022 are
estimated to earn 430.9 trillion VND, increase 54.7%; revenue from travel and tourism
was estimated at 18.2 trillion VND, rockets 294.9% over the same period of last year.

Accompanying the development of the tourism business is the expansion of the

scale of companies and groups dealing in accommodation establishments. Especially, 5-
star luxury hotels are opening more and more. Sapphire Halong Hotel - a hotel located in
the coastal city - Ha Long has also recently opened. As a 5-star hotel, facing many
competitors in the same area and in the same segment, Sapphire Halong Hotel has its own
unique highlights.

Housekeeping department is the department that brings the most revenue for hotels
in general and for Sapphire Halong Hotel in particular. Therefore, this can be considered
as one of the most important departments of the hotel. The housekeeping department of
Sapphire Halong Hotel has a competitive strategy to develop a set of
housekeeping/accommodation products and services
 B. CONTENTS
I. Theories

1. Definition

1.1. The Definition of Hotel

       A hotel is a commercial establishment that provides lodging, meals, and other
guest services to travelers and tourists. Typically, hotels offer a range of accommodations,
from basic rooms to luxurious suites, and may include amenities such as restaurants, bars,
swimming pools, fitness centers, and conference facilities. Hotels can be independently
owned or part of a chain, and they are often located in popular tourist destinations, near
airports or major transportation hubs, or in business districts. The primary purpose of a
hotel is to provide a comfortable and convenient place for guests to stay while they are
away from home. 

1.2. The Definition of 5-star International Hotel

       A 5-star hotel is a luxury hotel that offers the highest level of comfort, amenities,
and services to its guests. These hotels are typically located in prime locations, such as
city centers, beach resorts, or other popular tourist destinations. They often feature
spacious, well-appointed guest rooms or suites, gourmet restaurants, elegant bars, top-
quality spas and fitness centers, and other upscale amenities such as pool areas, business
centers, and concierge services.

2. Housekeeping Department

2.1. Definition of Housekeeping 

       Housekeeping may be defined as “provision of a clean, comfortable, safe, and

aesthetically appealing environment”. By another definition, it is defined as
“housekeeping is an operational department in a hotel, which is responsible for
cleanliness, maintenance, aesthetic upkeep of rooms, public areas, back areas and the
surroundings”.

2.2. Importance of Housekeeping Department in Hotel 

       A hotel survives on the sale of rooms, food and beverages, and other minor
services such as the laundry, health club, and so on. The sale of rooms constitutes a
minimum of 50 percent of these sales. Thus, the major part of a hotel’s margin of profit
comes from room sales, because a room once sold can be sold over and over again. 

       The effort that a housekeeping department makes in giving a guest a desirable
room has a direct bearing on the guest’s experience in a hotel. Unless its decor is
appropriate, the air odor-free, and furnishings and upholstery spotless clean, the hotel may
lose the guest as a potential repeat customer. The housekeeping department not only
prepares clean guestrooms on a timely basis for arriving guests, but also cleans and
maintains everything in the hotel so that the property is as fresh and attractive as the day it
opened for business. 

       Housekeeping, thus, is an ancillary department that contributes in a big way

towards the overall reputation of a property. 

2.3. Functions of housekeeping department 

The housekeeping department in a hotel performs several essential functions to

ensure the hotel is clean, safe, and comfortable for guests. Some of the key functions of
the housekeeping department include:

Room cleaning: One of the primary functions of the housekeeping department is to

clean guest rooms thoroughly. This includes dusting, vacuuming, making beds, and
cleaning bathrooms to ensure they are fresh and ready for the next guest.

Public area cleaning: The housekeeping department is responsible for cleaning

public areas such as lobbies, hallways, elevators, and restaurants. This includes sweeping,
mopping, dusting, and disinfecting surfaces to ensure they are clean and presentable for
guests.

Laundry services: The housekeeping department is responsible for washing,

drying, and folding linens, towels, and other guest amenities. They also ensure that there
is a sufficient supply of clean linens and towels for guests.

Inventory management: The housekeeping department is responsible for managing

inventory and ordering supplies such as cleaning products, linens, and amenities.

Maintenance and repairs: The housekeeping department is responsible for

reporting any maintenance or repair issues in guest rooms, public areas, or hotel facilities
to the maintenance department or hotel management.
 Training and supervision: The housekeeping department is responsible for training
and supervising housekeeping staff to ensure that they are following proper cleaning
protocols and providing excellent customer service.

Lost and found services: The housekeeping department is responsible for

managing the lost and found items in the hotel. They keep track of lost items and try to
locate the owners.

Pest control: The housekeeping department is responsible for ensuring that the
hotel is free of pests and takes necessary measures for pest control.

Guest services: The housekeeping department may also provide additional guest
services such as delivering extra pillows or blankets, providing turn-down service in the
evening, or assisting with guest requests.

Overall, the housekeeping department plays a vital role in ensuring that a hotel is
clean, safe, and comfortable for guests. Their efforts contribute significantly to the guest
experience and are critical to the hotel's success.

2.4. Housekeeping department organization Chart

Housekeeping Organizational Chart For Large/5 Start Hotel

2.5. Housekeepers' skills/ Requirement for housekeeper 

       Housekeepers in hotels need to possess a variety of skills to be effective in their

roles. Some of the key skills and abilities that are essential for hotel housekeepers include:

Cleaning and sanitation: Hotel housekeepers must be skilled in cleaning and

sanitizing guest rooms, public areas, and other hotel facilities using appropriate cleaning
tools, equipment, and techniques.

Attention to detail: Housekeepers must have a keen eye for detail to ensure that
every aspect of the room, such as bedding, linens, surfaces, and fixtures, is thoroughly
cleaned and presented immaculately.

Time management: Hotel housekeepers need to work efficiently and complete all
their tasks within a set timeframe to ensure guest rooms are ready for the next guest to
check-in.

Customer service: Housekeepers need to be polite, friendly, and professional in

their interactions with hotel guests and be able to respond to guest requests or concerns
promptly.

Physical stamina: Hotel housekeeping can be physically demanding, and

housekeepers need to have good physical stamina and be able to stand, walk, bend, lift,
and carry objects for extended periods.

Communication: Housekeepers need to communicate effectively with other staff

members and guests, especially when it comes to coordinating cleaning schedules and
accommodating guest requests.

Organizational skills: Housekeepers need to be organized and able to manage their

time effectively, keeping track of what needs to be cleaned and what needs to be
restocked in guest rooms.

Flexibility: Hotel housekeepers need to be flexible and adapt to changes in

schedules and priorities, especially when there is a high demand for cleaning services.

2.6. Attitudes of Housekeepers

Housekeepers in a hotel are expected to have a positive attitude towards their work
and the guests they serve. Some of the key attitudes that are expected of housekeepers
include:
 General requirements: polite and friendly to everyone, including superiors,
colleagues and guests - always smile, do not gather to chat or play in the area where
guests stay.

Detailed requirements:

 Agile style, quick work operation and technical process.

 Love the job, see your rights and responsibilities in the department and in the
profession.
 Serve all reasonable requests of guests, including unexpected requests - timely
and professional service, do not let guests wait long or complain.
 Confident in communication, not stopped or shy - speak softly, clearly, calmly
listen and politely respond to guests' questions with the role of a waiter - in case
of difficult customers and insulting words: must be tactful with a polite attitude,
notify superiors if the matter has serious developments.
 Absolutely no discrimination when serving guests.
 When communicating: keep your eyes on the guest but don't stare, peek or look
at the ground/ at the ceiling - don't scratch your head, scratch your hands - don't
whisper or point at guests.

Overall, housekeepers in a hotel should have a positive attitude towards their work
and be committed to providing excellent service to guests. Their attitudes play a crucial
role in ensuring that guests have a comfortable and enjoyable stay at the hotel.

 2.7. Relationship of Housekeeping Department with other departments

The housekeeping department in a hotel works closely with several other

departments to ensure the smooth functioning of the hotel. Here are some of the key
relationships that the housekeeping department has with other departments:

Front Office: The housekeeping department works closely with the front office to
ensure that guest rooms are cleaned and ready for check-in. The front office
communicates room availability and status to the housekeeping department, and the
housekeeping department updates the front office on the status of cleaned rooms.

Maintenance: The housekeeping department works with the maintenance

department to report any maintenance or repair issues in guest rooms or public areas. The
maintenance department then resolves these issues promptly to ensure that the hotel is
safe and comfortable for guests.
 Food and Beverage: The housekeeping department works with the food and
beverage department to ensure that restaurants, banquet halls, and other dining areas are
clean and presentable for guests. They also ensure that guest rooms have sufficient
supplies of glassware, cutlery, and other amenities.

Human Resources: The housekeeping department works with the human resources
department to recruit and train new housekeeping staff. They also work together to ensure
that housekeeping staff are compensated fairly and provided with a safe working
environment.

Sales and Marketing: The housekeeping department works with the sales and
marketing department to ensure that the hotel's housekeeping standards are communicated
effectively to potential guests. They also work together to develop packages and
promotions that include housekeeping services.

Security: The housekeeping department works with the security department to

ensure that the hotel is safe and secure for guests. They report any suspicious activity or
security concerns to the security department.

Overall, the housekeeping department in a hotel has close relationships with

several other departments, and effective communication and coordination are essential for
the smooth functioning of the hotel.

II. Sapphire Ha Long Hotel 

1. Overall

1.1. Introduction of Sapphire Ha Long Hotel

The hotel went into operation in 2018 and was considered a 5-star hotel by Vietnam
National Administration of Tourism in the last months of 2021.

Sapphire Halong Hotel is a hotel that provides a full range of services according to
the standards of the international hotel group brand. Our 345 rooms all have private
balconies with great panoramic views of the city and the Bay. With modern and fresh
decor, each room is equipped with high-quality amenities that will surely give you an
unprecedented stay experience in Ha Long.

The hotel has 4 meeting rooms, 2 conference rooms, 2 restaurants, 1 lounge bar,
offering a variety of dining options including fresh seafood, Vietnamese, Asian and
international cuisines.
1.2. Location

Sapphire Halong Hotel is located in the center of Ha Long city, next to the
pedestrian walkway stretching over 5 km, visitors can freely save the beautiful moments
of Ha Long Bay from the sun dawn on the limestone islands until sunset gradually
disappears behind the hills. Ha Long Bay is a part of ancient Vietnamese mythology and
history, known locally as “the place where the dragon landed”. This place is likened to the
heart of Vietnam thanks to the diversity of wild animals, trees and rich vegetation.

1.3. Decorating style

This is the first 5-star hotel in Vietnam built with neoclassical style combined with
modern. As one of the luxury hotels located in the famous coastal city, talking about the
first impressions in the journey to experience at Sapphire Halong Hotel Halong, visitors
cannot ignore the designs inspired by each feature that can only be found in the Bay city.

Whether it is just the familiar image of a basket boat, the sails stretching the wind
or the iconic rocky bay of Ha Long, each design is an artistic intersection that makes you
feel like you are discovering a new world. completely different world. In addition, the
hotel is painted with the main colors of grey and yellow. 2 colors are not too prominent,
but create a luxury, ancient, giving visitors a feeling of comfort and harmony.
1.4. Services offered

Famous for its romantic space on the 30th floor, On The Rocks Bar embraces the
scenery of Ha Long Bay, a cozy space interwoven with modern and luxurious features,
every corner of the table is meticulously designed and decorated to give your guests the
best experience possible. In addition, customers can enjoy a breakfast buffet combining
Vietnamese and Western dishes at Sunstart restaurant, a luxurious dinner at Sapphire
restaurant and a relaxing afternoon tea at the lobby outside the hotel.

   2. Our Housekeeping Department

2.1. Organization
 Sapphire Halong Hotel’s Housekeeping Department is accountable for the
cleanliness of the guest rooms, public areas including the front and back of house of the
hotel and to create comfort for the guest. Satisfaction of the guests is our housekeeping
department’s primary objective. The efforts of a housekeeping department make in giving
the guest a required room has an impact on the guest’s experience in our hotel.
2.1.1. Organizing committee

Executive Housekeeper/Director of Housekeeping:

 Organize, supervise and coordinate the work of housekeeping staff on a day

to day basis.
 Ensure excellence in housekeeping sanitation, safety, comfort and aesthetics
for hotel guests.
 Prepare duty rosters and supervise the discipline and conduct of her staff.
 Ensure proper communication within the department by conducting regular
meetings with the staff.
 Recruit new employees and train them for the housekeeping jobs.
 Counsel and motivate employees on various duties.
 Establish and maintain standard operating procedures for cleaning and
develop new procedures to increase efficiency of labor and product use.
 Search and test new techniques and products in the market.
  Maintain regular inventory and checking of furniture, linen, uniform,
equipment in the hotel.
 Evaluate employee performance for promotions and transfers.
 Approval of supply requisitions for the housekeeping and to maintain
minimum stock and cost control procedures for all materials.
 Check the reports, files, registers maintained in the department.
 Provide budget to the management and control of budgets

Deputy Housekeeper:

 Check and ensure that all guestrooms, public areas, back of the house areas
are clean and well maintained.
 Inspect the work done by contractors.
 Pest control, laundry, window cleaning…
 Prepare staff schedules and duty rotas.
 Check periodical stocktaking and maintaining of stock records for linen,
uniform, equipment.
 Provide necessary information to assist executive housekeepers in staff
evaluation, disciplining, termination and promotion.
 Develop and implement training programs within the department in
consultation with the executive housekeeper.
 Assist executive housekeeper in forecasting and budgeting for operating
and capital expenditure.
 Take charge of the housekeeping department in absence of an executive
housekeeper.

Assistant Housekeeper/Housekeeping Manager:

 Be responsible for efficient and orderly management of cleaning, servicing

and repairing of guest rooms.
 Be responsible for hotel linen and check its movement and distribution to
room attendants.
 Keep an inventory of all housekeeping supplies and check it regularly.
 Provide a front office list of ready rooms for allotment to guests.
 Organize flower arrangements.
 Arrange training of staff within the department.
 Update records/files/registers…
 Compile the maids roster.
 Check the VIP and OOO rooms.
Floor supervisor/Floor Housekeeper:

 Issue floor keys to room attendants.

 Supervise cleaning on the allotted floors and areas- including guestrooms,
corridors, staircases, floor pantries of the allotted floors.
 Inspection of cleaning in rooms and coordination of the work in floors.
 Supervise handling of soiled linen to laundry and requisitioning of fresh
ones from housekeeping.
 Report maintenance work on the floor.
 Supervise spring cleaning.
 Coordinate with room service for tray clearance.
 Maintain par stock for the respective floors.
 Facilitate provision of extra services to guests such as babysitters, hot water
bottles, other guest requests. 
 Report any safety or security hazard to the security department.
 Check on scanty baggage.
 Prepare housekeeping status reports.
 Inform the front office about ready rooms.
 Ensure services offered to VIPs are of the highest standards.

Public Area Supervisor:

 Ensure that all public areas and other functional areas are kept clean at all
times.
 Ensure all maintenance jobs are attended in coordination with the
maintenance department.
 Ensure all flower arrangements are placed in appropriate places in public
areas.
 Ensure banquet halls and conference halls are kept ready for functions and
conferences.

Night Supervisor:

 Ensure all public areas are thoroughly cleaned at night when the traffic is
low.

  Plan order of work and direct staff accordingly.

 Ensure submission of room attendants reports and room status reports.

  Provide guest supplies and attend guest requests in the night like providing
water bottles, extra beds, towels…

 Report safety and security hazards.

Linen Room Supervisor/ Linen Keeper:

 Responsible for the entire hotel's linen. 

 Send dirty linen from the laundry after checking.

  Check laundered linen before giving it for ironing.

 Provide linen to the various departments.

 Maintain a register of linen movements and check linen regularly.

 Supervise ironing and laundering of linen of the hotel.

 Supervise work of linen room attendants and tailors.

 Make suggestions related to replacement purchases and give requirements

of linen to executive housekeepers

Uniform Room Supervisor:

 Responsible for providing clean, serviceable uniforms to the staff.

 Keep an inventory control of various uniforms in various stages of use.

 Set a budget for procurement of uniforms and materials required for

uniforms.

Linen Room attendant/ Linen Room Maid:

 Stacking sheets, pillowcases, towels, tablecloths, napkins in different stacks.

 Issue clean linen on a clean-for- soiled basis.

 Place soiled linen in containers and send these to laundry.

 Examine and count each linen item when sent to the laundry and again on
return.

 Send torn articles to seamstresses for repair.

   Maintain proper records of discards and determine percentage of discards.

Uniform Room attendant:

 Issue clean uniforms while receiving soiled ones.

  Send soiled uniforms for laundering.

 Send torn uniforms to seamstresses for mending.

  Keep count of uniforms.

 Shelve laundered uniforms after verifying types of articles.

  Count and record linen.

Storekeeper:

 Prepare requisitions for materials required.

 Coordinate with the purchase department for procurement of approved

materials.

Desk Control Supervisor:

 Coordination with the front office for information on departure rooms and
handling of clean rooms.

 Receive complaints on maintenance and housekeeping.

 Maintain registers kept at the control desk.

  Receive special requests from guests.

 Maintain latest reports regarding room occupancy, VIPs, status of rooms…

 Delegation of work to attendants and supervisors.

 Attend phone calls received at the control desk.

 Responsible for issuing guest room keys and maintaining key registers.

Guest room attendant/Room maid /Chamber maids/GRA:

 Cleans the rooms.

  Change the guest room and bathroom linen.

 Make guest room beds.

 Replenish guest supplies.

 Answer guest requests promptly on the floor.

 Responsible for collecting guest laundry.

 Servicing of rooms in the evening and also providing second service.

 Handover lost and found articles if any found in the room.

 Replenish maids cart with supplies for the next shift.

 Arrange and stock the pantry with linen and supplies.

Head House persons:

 Supervises work allotted to the housemen in public areas.

 Supervise work of people who clean carpets, wall washers, window

washers.

 Supervise work of chandelier cleaners, vacuum cleaning machine operators.

House persons:

 Shift furniture in public areas.

 Clear the garbages.

  Polish all brassware in public areas.

 Clean all doors, windows and ventilators.

 Clean fire fighting equipment.

 Clean the shafts and terraces.

 Clean chandeliers, draperies and other hard to reach areas in public areas.

Tailors, seamstress and upholsterers: 

  Mending and stitching uniforms, linen, upholstery…

   Alteration of uniforms if required.

 Refurnish all damaged upholstery.

  Repair guest clothes if required.

 Calculate materials required for uniforms and upholstery and purchase

accordingly.

Head Gardener:

 Brief, schedule, allot duties.

  Purchase plant seeds, plantings.

 Purchase and supervise usage of manure and fertilizers.

 Maintain watering schedules of plants and attend problems regarding

watering schedules.

 Maintain and prepare indoor plants for the hotel.

 Supervise and maintain the lawns.

 Ensure gardeners are handling equipment and tools efficiently

Gardeners:

 Dig landscaped areas and maintain them.

 Plant saplings and seeds.

 Water gardens as per schedules.

 Maintain plant nursery and greenhouse.

 Prepare potted flowers and potted plants.

Florist:

 Collect fresh flowers from gardeners every day.

 Purchase flowers from dealers.

 Prepare different flower arrangements for different areas such as lobbies,

front office, restaurants, guestrooms, banquet halls…
  Treat cut flowers so that they last longer.

 Maintain flower arrangements by changing water…

 Responsible for flower arranging equipment and equipment, accessories…

 Train the assistant florist.

Laundry Manager:

 He/she is in charge of the laundry and the Laundry Manager reports to the
Director of housekeeping. He/she is responsible for the entire functioning of
the laundry and dry cleaning unit. He /she has good knowledge of fabrics
and chemicals and laundry machines.

Laundry Supervisor:

 He/she is in charge of the functioning of the laundry in the absence of a

laundry manager. He must have the knowledge of all the aspects of the
laundry equipment, chemicals and fabrics.

Dry cleaner and washers:

 He/she is in charge of dry cleaning of the hotel linen and guest clothing and
washer does the laundering of the linen, uniforms and guest clothing.

Laundry workers:

 Spot stained fabrics before loading them into washing machines.

 Load soiled linen into washing machines, feed in the right amount of
detergent and other laundering chemicals.

  Load washed linen into dryers.

 Clean equipment after use.

 Sort soiled linen according to fabric types, colors, degree of soiling.

 Transport soiled linen from linen room to laundry and fresh linen from
laundry to linen room.

Valet/Runners:
  “Valet service” means that they take care of guest laundry. They are
responsible for collecting soiled guest laundry and delivering fresh guest
laundry

2.1.2. Responsibilities

To achieve the maximum possible efficiency in ensuring the care and comfort of the
guests.  

 Establish a welcoming atmosphere and ensure courteous, reliable service from all
the staff of the department.  

 Ensure a high standard of cleanliness and general upkeep in all areas for which the
department is responsible. 

 Provide linen in rooms, food service areas… and maintain an inventory for the
same.  

 To provide uniforms for all the staff and maintain adequate inventory for the
same.  

 Cater to the laundry requirement, staff uniforms and guest clothing.  

 Deal with the lost and found articles. 

 This ensures the smooth running of the department. 

 To resist the maintenance of the building while contributing to a safe and healthy
environment.  

 To provide and maintain the floral decorations and landscaped areas of the hotel.  

 To select the right contractor and ensure that the quality of work is maintained.  

 To coordinate the renovation of the property as and when required in consultation

with the management and the interior designer.  

 To coordinate with the purchase department of the guest supplies, cleaning agents,
equipment, linen, carpets and other items used in the hotel.  

 To ensure training control and supervision of all staff attached to the department.  

 To establish a good working relationship with other departments.  

  To ensure that safety and security regulations are made known to all the staff of the
department.  

 To keep the G.M and administrator informed of all matters requiring special
attention. 

2.1.3. The Layout of the Housekeeping Department in our hotel

The layout is dependent on the size of the hotel as well as the physical space available.

Factors taken into consideration while planning the layout are:

 Total number of guest rooms

 Number of food & beverage outlets as well as function rooms
 Amount of manpower required
 The volume of business anticipated
 Number of jobs contracted out
 The flow of traffic (people and equipment)

Housekeeping Office:

This is the main administrative center for the department. It must be an

independent cabin to provide the Housekeeper with silence to plan his work. It also
provides the housekeeper with the privacy to counsel her staff or hold departmental
meetings. It should preferably be a glass-paneled office with blinds so as to give the
housekeeper a view of what is happening outside his/her office. The cabin should have
one entrance/ exit door. The office should be preceded by a cabin for the secretary who
would control movement into the housekeeper’s office. The room should have ample
built-in shelves, cupboards with locks to store all files.

  Control Desk Room: 

This is the main communication center of housekeeping manned 24 hours a day. It

is from here that all information is sent out and received concerning the department. It is
the nerve center for coordinating with FO, Banquets, etc. The control desk will have a
telephone & a notice board to pin up staff schedules, day to day instructions. The control
desk is a point where all staff report for duty and check out at the duty end. It would
normally adjoin the Housekeeper’s office.

Linen Room:  
 This is the room where current linen is stored for issue & receipt. The room will be
large, airy and free from heat & humidity. It will have adequate shelves, easily accessible,
to stack all linen. It should be secure & offer no possibilities for pilferage. The linen room
will have a counter across which the exchange of linen takes place. The room preferable
will be adjoining the laundry so that the supply of linen to & from the laundry is quick &
smooth.

Uniform Room:  

This room stocks the uniform in current use. A separate uniform room may depend
on the volume of uniform in circulation. The only difference would be that the uniform
room would have adequate hanging facilities as many uniforms are best maintained when
hung.

  Tailors Room / Sewing Room:

This room is kept for in house tailors who attend to the stitching & mending of the
linen & uniform. If the house policy is to contract out all tailoring and mending work, the
tailor room could be avoided. It should be large enough to accommodate sewing
machines, an ironing table, a work table and a place for items to be repaired or stitched.

  Lost & Found Section:

This will be a small space away from the thoroughfare, secure, cool & dry with a
cupboard to store all guest articles that are lost & may be claimed later.

Flower room: 

This is an air-conditioned room to keep fresh flowers for such flower arrangements
as the hotel may require. The room will have work tables, a sink & a water supply.

Equipment store: 

This will have room to store bulky equipment like floor scrubbing machines,
vacuum cleaners, roll away beds and mattresses. The room is clean & dry. It will also be
securely locked to avoid pilferage.

  Housekeeping Stores: 

This is a room for storing items such as guest supplies, cleaning agents, etc.

  Floor Pantry: 
 This is also known as the Maid’s Service Room. Each guest floor must have a floor
pantry to keep a supply of linen, guest supplies, equipment, etc for that floor. It is the
nerve center for the floor. The floor pantry should keep one full set of linen for that floor
over and above what is in circulation in the room. The pantry should be away from the
guest view & situated at the service landing near the service elevators. It should have
shelves & cupboards to stock all linen & supplies. There should also be sufficient space
for parking the maid’s trolley. It should have a sink with a water supply. Since the floor
pantry is used to stock expensive items such as linen, cleaning equipment etc, it should
remain locked at all times when not in use.

  The key to the floor pantry is kept with the GRA of the floor and a duplicate is
with the floor supervisor. The following will be provided in a floor pantry:

 Cupboards to store guest supplies, cleaning agents and equipment.

 Shelves and racks to store fresh room linen
 Linen trolleys to store fresh and soiled linen (also used for transporting linen to and
from linen room)
 A notice board to display information like VIPs in house, guest loan items etc.
 A sink with the hot and cold-water facility to wash or disinfect glasses, fill drinking
water in flasks, and for flower arrangements.
 Guest loan items like rollaway beds, cribs and bed boards
 Some hotels also keep extra items like a shoe shine machine,vending machine or a
small dishwasher.

Number of staff:
 The housekeeping department is staffed by about a quarter of the total number of
our hotel staff, playing a role in determining the quality of hotel service and customer
experience.

Sapphire Halong Hotel is a large-scale hotel, so the division of labor in the

department or any department is in the form of specialization. Each person is only
responsible for a specific job in a certain time, specialized by area, function, customer and
service time. For example, housekeeping staff will specialize in cleaning rooms, laundry
staff will specialize in laundry. With a day with a occupancy of about 70%, the work at
each function will be assigned as follows: 

Position Number of Number Task

main of casual
employee

Public team 25 1 Cleaning public areas such as lobby, ground

staff floor, large meeting rooms, small meeting
rooms, restaurants, Fitness & Spa, swimming
pools, vacuuming and office trash (on
Mondays, Wednesdays, Fridays), check and
ensure toilets are always clean, change toilets
(if necessary), clean stairs, elevators, corners
surfaces, cleaning glass, cleaning surfaces
weekly and monthly...

Housekeeping 26 22 Clean guest rooms, make sure rooms and

Staff warehouses are neat, clean, and full of
utensils during each shift.
 Laundry staff 20 8 Ensure full tablecloths, napkins, sheets,
pillows, pillowcases, towels, handkerchiefs...
for hotel activities such as home restaurant,
room, spa, fitness... Besides, they also accept
laundry for hotel guests.

Uniform staff 2 Provide uniforms for hotel employees during

their shifts.

Flower room 3 Provide flowers to arrange in the room for

staff guests as well as decorative flowers for
parties, events and decorative flowers in
public areas of the hotel, in charge of
changing water and watering flowers daily.

Office staff 2 In charge of the administrative and

paperwork tasks of the Housekeeping
department such as: Order Taker staff,
secretaries…

 2.1.4. Work Schedule

 The supervisors usually prepare a Duty Roster for departments and then gets
authorized by the Head Of the departments or Managers. Once approved Duty rosters are
then placed on the notice board in each department. Individual departments also send a
copy of the duty roaster to the HR department to inform the ongoing staff schedule of the
departments. Employees are not allowed to make any changes on the duty rosters, if
required then the same has to be approved again by the HOD or Manager. Duty roaster
can be maintained as a weekly or monthly basis mentioning off days of the employees. 

Work schedule housekeeper in Sapphire Ha Long Hotel is given below:

 Time Activity

06.45 Am Reports to work

07.00 Am  Clean glass door

 Dry mop floor at the entrance

 Damp mop the entrance with steps

 Sweep porch area

09.30 Am Vacuum clean the carpets

09.50 Am Breakfast

10.10 Am Dry mop the floor

01.20 Pm Break for the lunch

02.00 Pm  Damp dusting lounge area

 Clean the house-telephone

04.00 Pm Off for the day

3. Hotel housekeeping standard, checklists and records

3.1. Performance standards

They are minimum standards of performance that define the caliber of work that
must be completed in accordance with the property's expectations. The Executive
Housekeeper's performance standards, daily inspections, and periodic performance are
crucial to ensuring consistency in service. Following the evaluation, there should be
targeted on-the-job coaching and retraining. This guarantees that every employee
consistently completes their work in the most effective and efficient way possible.
Performance benchmarks are met when:

 Cleaning methods are correctly selected and systematically followed.

 The ideal cleaning agents are used on the various surfaces involved

 The correct pieces of equipment are used on the various surfaces involved.

 Cleaning tasks are carried out at required frequencies.

 All the employees carry out their cleaning tasks in a consistent manner.

 Time and motion studies are periodically carried out in the department to obtain
best practices in housekeeping.

3.2.  Productivity Standard

It establishes the volume of work that department employees must complete. In

order to staff the department within the constraints of the hotel operating budget plans,
productivity standards must be established. The length of time necessary for a room
attendant to complete the major cleaning tasks listed on the cleaning frequency schedules,
such as guestroom cleaning, is something that housekeeping managers need to be aware
of. For example, iin theory, a room with an extra bed or a cot will take longer to clean
than a room that has only been occupied one night by one person. If you make these
adjustments, staff will feel less pressured to clean everything in record time and your
customers will be happier. Once this information is known, productivity standards can be
developed, performance & productivity standards should be carefully balanced. If the
quality expectations are set too high, the quantity of work that could be done may be low.
Every hotel must develop their own productivity standards, as there are several factors
that influence these standards, which vary from one property to another. 

3.3. Checklists

Setting up clearly defined expectations and steps for housekeeping makes it easier
for your housekeeping team to work autonomously and complete all necessary cleaning
tasks. One way to easily set these expectations is by creating a simplified checklist of
housekeeping duties and responsibilities for each cleaning type. Checklists are a great
way to increase employee accountability and keep track of cleaning data for improvement
over time. 
 Cleaning checklists can help you to be prepared and manage different scenarios,
such as cleaning procedures of occupied rooms, deep cleans, and more. From there, both
housekeepers and housekeeping managers and executives can utilize checklists to track,
manage, and complete housekeeping tasks for better accountability and visibility.
Tracking cleanings in this way allows for proper recognition when housekeepers are
completing all cleanings appropriately and makes it easy to provide constructive critiques
when there’s room for improvement. 

A good housekeeping checklist will include straightforward procedural steps for

completing the type of cleaning the checklist is made for. It should also be available in the
native language of team members to make the list accessible and simple to follow.

Cleaning Tasks for a Guest Room Housekeeping Checklist Might Include: 

 Clean and sanitize countertops and surfaces 

 Inspect the bed and change sheets

 Vacuum floors and rugs

 Sweep and mop hard flooring 

 Dust blinds, corners, and décor 

 Clean and sanitize bathroom: toilet, shower/tub, sink, etc. 

 Replace towels 

 Replace toiletries 

 Take out trash 

 Complete a final inspection to help catch unfinished or incomplete tasks 

3.4. Reports

3.4.1. Housekeeping reports

A lot of things are changing in the hospitality industry, but one fact that remains
steadfast is the essential role that housekeeping plays in the running of a successful
property. As one of the most significant contributors to guest satisfaction, guestroom
cleanliness and quality is a top priority for any hotelier. Supporting the housekeeping
team with the right software for managing and tracking housekeeping duties is key to
improving productivity, accountability and room quality.
  An essential component of any property management system, the housekeeping
report provides details on room status, room notes, and current guests, and is crucial for
communicating housekeeping information at a property with numerous rooms and
employees.

3.4.2.  Housekeeping Assignment Report

It is required for scheduling the room attendants and recording the room
inspections.

3.4.3.  Housekeeping Occupancy Report

This report shows the list of guests who have checked-in the hotel with details
such as number of adults and children, number of nights, and housekeeping status. This
report is generated for the occupied rooms, rooms expected to be occupied, checked-out
rooms, and vacant or blocked rooms. This report is generated for scheduling rooms for
cleaning.

 III.   Sapphire Ha Long Hotel's Strategy of Housekeeping Product

 1. Market Analysis

1.1.   Vision, Mission, Core Values and Business Goals of Our Strategy

1.1.1. Vision
 Vision Blueprint (4Ps):

People: Build and develop aligned and engaged associates to create memorable
experiences for guests, associates and communities.

Processes: Simple, effective and innovative.

Positive Culture: Create a culture of trust through mutual respect, communication and
shared success

Profitability: Sustainable business and profitability.

1.1.2. Mission

Sapphire Halong Hotel, with its unique sense of history and place, is devoted to
creating enduring relationships with our guests and members by providing highly
personalized service and gracious hospitality in an informally elegant setting. This is our
hotel mission statement.

1.1.3. Core values

Pursuing this mission is a dedicated team of talented individuals. Knowledge and

passion for exceptional, personalized service are the foundation upon which our
experience is built.

Excellence: We perform at extraordinary levels. We are professional in our

appearance, language, and behavior.

Tradition: We embrace and reflect the heritage and traditions of our location.

Service: We consistently anticipate and are responsive to the expressed and

unexpressed wishes and needs of our guests.

Empowered: We exercise good judgment and act to create unique, memorable and
personalized experiences for our guests. We own and resolve guest problems brought to
our attention

Innovation: We continuously seek opportunities to apply creativity and improve

our service and product.

Teamwork: We create an environment of lateral service so that the needs of our

guests and each other are met.
 Growth: We value every individual’s contribution and personal growth within the
company.

Integrity: We treat everyone with dignity and respect at all times. We do what we
say we will do and are honest and fair.

Community: We will take an active role in service to our community.

Success: We are committed to the collective success of our hotel in Vietnam.

1.1.4. Business Goals

Ensuring social responsibility is the central goal of the hotel in the process of
business strategy. Not only interested in profit, service quality, our hotel always aims at
how to contribute to the development of the locality and the region. A healthy social
development environment, a natural environment in harmony with economic development
will help Ha Long become an ideal destination for many tourists, thereby creating
favorable conditions for building a reputation and increasing revenue for the hotel.

  Our hotel also places a strong emphasis on promoting regional cuisine and culture.
These collaborative projects help develop and popularize Ha Long Bay by collaborating
with the Department of Tourism, the government, tour operators, conservation and
conservation groups, as well as residents and tourists in Ha Long. This promotes a
sustainable approach, bringing long-term benefits to the city.

1.2. Market Segmentation

Based on their behavior, habits, needs, our team has researched and segmented into
4 customer groups as follow: 
Segmentation Demography

 Age: 30-50

 Income: > 30 millions VND

 Time average stay: 1-3 days.

 Needs:

Business travelers o Search for a stable and fast Internet connection to access
email.
o Basic tasks such as photocopying, printing, faxing.
o Multiple Devices are required to connect to WiFi.
o The workplace and work environment are potentially
inspiring.
o Require efficient, fast, accurate invoicing service.
o Nationality: Vietnam and other countries.

 Age: 20-45 

 Income: > 5 millions VND

 Time average stay: 3-4 days.

 Needs:

Entertainment, o Guests are interested in information about shopping malls,

shopping customers shops, galleries, city maps, area/neighborhood information.
o Additional luggage space is required, more hangers,
bathroom facilities.
o Looking for a good time/afternoon tea...
o Swimming pool and other recreational activities in the hotel.
o Special restaurant area recommendations.

 Nationality: Vietnam and other countries

  Age: >18 

 Income: Unstable 

 Time average stay: 1-2 days on weekends, 3-4 days for

holidays.

 Needs:
Guests on special
occasions. o Amenities from the hotel: cake, wine, chocolate, personal
gifts.
o Pay special attention when coming or   checking in.
o Recommended for beautiful restaurants, beach activities and
other attractions in the city.
o Special touch in turndown service.
o Check out late.

 Nationality: Vietnam and other countries.

 Age: All ages from child to older people 

 Income: unstable, depends on each family.

 Time average stay: 4-5 nights, can book tickets through a

travel provider or travel company.

 Needs:
Family guests
o Sofa bed, baby cot, add towel
o Special children's menu.
o Swimming pool for children and activities for children.
o Recommend entertainment venues such as amusement
parks, zoos, city tours, beach activities.
o Take extra care if you're with your elderly parents.

 Nationality: Usually Vietnam.

 
1.3. Environment Analysis

1.3.1.  Macro environment

Political factors: 

At the Government's thematic meeting on law-making in March 2023, which took

place on March 27, Government members unanimously proposed to the National
Assembly to allow the extension of the duration of electronic visas (E-visas) from no
more than 30 days up to no more than 3 months, valid once or many times; issue
electronic visas to citizens of all countries and territories around the world. This is very
important in the context that we are prioritizing attracting international visitors, increasing
the competitiveness of the Vietnamese market compared to neighboring markets such as
Thailand or Singapore.

Economic factors: 

Vietnam in 2022 has had a strong recovery. In which, the macro-economy is

stable, inflation is under control, major balances are ensured. The highlight is that GDP in
2022 is estimated to increase by 8.02%, reaching the highest increase since 2011 due to
the recovery of the economy, especially in the context of the world and regional situation
with many countries and regions. difficulties, instability, and many economies' growth
decline. The increase in vaccination rates, the large amount of economic stimulus
packages from the Government, along with the "fatigue" due to the policy of closing the
border have raised the demand for accommodation to an unexpectedly high level, helping
to boost the demand for accommodation. accelerate the recovery of the hotel industry.

Social factors: 

Despite Vietnam’s substantial population, it lacks a trained skilled workforce to

support the projected growth requirements of the tourism industry (Vietnamnet Bridge,
2016). Chu (2017) reported that only 4.9% of the population has vocational training
suitable for the hospitality industry. Anecdotal evidence suggests that Vietnamese parents
do not identify tourism jobs as appropriate for degree holders, limiting Sapphire’s ability
to attract well-trained recruits to meet its growth strategy. Currently, the hospitality
industry in Vietnam consists mostly of females, roughly 70% (Baum, 2015). Baum
indicated that despite women’s high participation rates in tourism that they continue to be
underrepresented among senior managers.
 Technological factors: 

Nowadays, technology has developed rapidly and it contributes dramatically to

every industry sector. Especially in the hospitality business, up-to-date technology helps
reduce workload and increase work efficiency. In Sapphire, guests no longer need to call
the front desk or find something on their own as they can easily use the Chatbot for this
purpose. The most common preferences and requests are easily handled by the chatbot
and directed to the appropriate department of the hotel. With this hotel innovation, staff
can send instant messages to guests, be aware of guest preferences and save a lot of time
on service processes. Besides, the growth of Tik Tok with 1 billion monthly users has
greatly affected the hotel industry. TikTok has grown 1157.76% in total global users from
January 2018 to July 2020. Keeping up with that trend, Sapphire has actively posted
videos, interacted with customers more to increase popularity of the hotel via Tik Tok. 

1.3.2. Micro environment

Supplier: 

Because of the professional management of Sapphire International hotel, there is a

Purchasing department which supports Sapphire in choosing the best suppliers to make
sure that quality and price are well-balanced. It is very important because as a competitive
edge of the F & B department, Sapphire must be aware of the food hygiene and the origin
of raw material to prevent food poisoning or related legalization issues. Most of suppliers
are available in Bai Chay and Ha Long market, which means that the transportation and
availability of raw material are always available and at the lowest cost.

Intermediaries: 

Currently, Sapphire has integrated many intermediaries to popularize the hotel and
make it easier for customers to book. TA/TO (Travel Agency/ Travel Operation) - a travel
agency providing intermediary service packages has cooperated regularly with Sapphire.
This is one of the important intermediaries of most hotels today because it has a stable
source of guests and accounts for the majority of the total hotel guests. Additionally, in
the current era of extremely strong online travel, in order to do business more effectively,
Sapphire has associated with OTA (Online Travel Agency) - online travel agency. When
cooperating with OTAs, the hotel information will be displayed on the OTA's website
including: hotel introduction, room information, room price.. so that when guests visit the
website, they can see and book directly. For each "booked" room, these online travel
agents will enjoy a certain percentage of commission (depending on each OTA).
 Customers: 

The majority of Sapphire International Hotel's customers are members of the

upper class who can afford expensive services and, more importantly, who need services
of a high standard. Tour agencies and wholesalers of tours are thought of to be potential
customers because they introduce consumers often and in large numbers, as well as
provide customers in a fairly stable manner.

Competitors: 

There is an explosive development in hospitality and tourism in HaLong bay.

Thanks to the investment in facilities in Quang Ninh province, it is convenient for the
hospitality business and it turns out to be a competitive market in the North of Vietnam.
Thus, there are more and more high-end hotel brands appearing and competing directly
with Sapphire at the same segmentation. For example, Vinpearl Ha Long bay resort,
Novotel Ha Long or HaLong DC are the typical competitors because they are located with
a great view to the seaside and a unique architectural structure which attracts customers’
attention easily. Moreover, there is also a new hotel named Royal Lotus which have
recently been established and it becomes a considerable competitor in this market because
of the combination of Asian and European architectural style as well as the 37 close
distance to Ha Long port. Notwithstanding, this is a newcomer so it might take time to
attract more potential customers. As a result, it might not be a direct rival of Sapphire but
it still remains as a potential competitor in the future. Nonetheless, there are many
medium and small hotel which cannot compete directly in services or products but they
can attract customers by low price. In fact, this situation leads to a dramatic challenge in
the market. Therefore, Sapphire must concentrate on suitable price, promotion events as
well as upgrading the quality of services to survive in the HaLong bay market. 

1.3.3.      Competitive advantages 

Natural environment:

Ha Long city which belongs to Quang Ninh province is the center of Quang Ninh
province, in terms of politics, economy and culture. Especially, Ha Long city contains a
lot of tourism potential not only for QuangNinh but also as a tourism symbol for the
North of Vietnam. There are some typical potentials of Ha Long city which are regarded
as significant strengths of this market. Firstly, Ha Long bay is famous for its unique
scenery and geological geomorphology all over the world. It was recognized as a World
Heritage site by UNESCO in 1994 and 2000. Moreover, it was polled as one of the new
natural wonders by the New Seven Wonders Foundation (Website of UNESCO 2019).
There are also many necessary elements for developing tourism such as visiting, leisure,
adventure, religion and so on. Moreover, there are a lot of significant tour sites which
have been recognized by the Decision no. 2685/QD-UBND on September 15, 2015 from
Quang Ninh Provincial People’s Committee. For example, they are Bai Tho mountain,
Tran Quoc Nghien temple, Long Tien pagoda, etc. Nevertheless, there are also many
modern entertainment places such as Ha Long Ocean Park, Vincom Commercial Center,
Vinpearl Ha Long Bay resort, etc. They are the motivation for local region development.
Nonetheless, there are 595 tourist accommodations, approximately 10.500 rooms, in
around 100 hotels up to 5 stars. Some market leading hotels – potential competitors of
Sapphire - in Ha Long city are Royal, Muong Thanh, Novotel, Vinpearl HaLong, etc. The
system of markets and shopping areas is diverse and abundant.

Sustainability:

The success of the hotel business depends on providing a safe and attractive
environment and, therefore, environmental protection is important for the industry. The
intersection between business and the environment is transforming existing markets,
creating new ones, and increasingly promoting the principles of sustainability in business
strategies. For the service sector in general and the hotel industry in particular, the design
and implementation of sustainability practices present key competitive and ethical
challenges

With regard to the adoption of environmental sustainability practices, the

hoteladopted measures to reduce energy and water consumption, waste separation, food
leftovers, consumption of ecological products, prevention of CO2 emissions, and laundry.
The genesis of the hotel has always been environmental values; as such its objective has
been to preserve to the maximum what nature can offer in the space where it is located by
cleaning and conserving the surrounding areas, protecting natural spaces in order to
promote diversity and abundance (ecosystems, fauna, flora, etc.), and promoting the
unique and attractive natural landscapes.

Keep track of competitors:

Knowing your competitors is essential for any firm in the hospitality industry.
Tracking competitors will help Sapphire Halong Hotel come up with specific strategies,
policies and solutions in its business, which are the factors of price, promotions, services
so that the hotel can come up with price strategies, products and services with an
appropriate price, effective customer attraction programs, midweek booking
promotions…

Moreover, Sapphire International Hotel also offers customers packages when

guests book at the hotel: free fitness experience, spa, free breakfast… However, there is a
problem that is also worth noting for the hotel is that the promotions, constantly
discounting too much can make the hotel value not high in the eyes of customers. A price
strategy, promotions, appropriate discounts, hitting the psychology, customer tastes will
be a perfect strategy and solution.

Actively monitor customer feedback:

Actively monitoring customers' feedback reviews help the hotel have the
opportunity to respond and interact with customers. This not only helps the hotel address
any issues quickly, but it provides customers with a high level of customer service, which
they’ll love and respond well to. Taking this seriously can not only become one of our
best growth strategies, but it can also help us get a big step ahead of our competition.
Responding to customers instead of ignoring them will impress the people we are trying
to reach and show them that we’re invested in making their experience with Sapphire a
positive one. 

Applying technology to hotel operations:

Nowadays, technology has developed rapidly and it contributes dramatically to

every industry sector. Especially in the hospitality business, up-to-date technology helps
reduce workload and increase work efficiency. For example, Sapphire is going to be
linked with a website and Facebook fanpage so that customers can browse and make a
reservation easier than making a phone call or coming to the reception counter.

In general, Vietnam is not an innovative country about information and technology

because of the lack of necessary facilities. However, the use of high-tech devices and
applications is very considerable. For instance, the number of Facebook users in Vietnam
was nearly 77% in 2018 and it is anticipated to reach the same number in Mexico in the
next five years. This is essential news because as a potential hospitality business,
Sapphire must focus on marketing through Facebook as well as other social networks like
Instagram.

2. Our HK Products and Services 

2.1. Hotel room & Suite 

According to our first introduction about Sapphire Ha Long hotel, there are 345
rooms varying in three types of rooms including, Deluxe, Club and Suite 
 Deluxe Club Suite

Deluxe King: Sapphire Club King Executive Suite

Enjoy the luxurious and cozy Upgrade your resort Enjoy a world-class stay in
space of Deluxe room with experience with room the high-class Executive
large bed, 5-star facilities and class Sapphire Club Suite with spacious space up
wide view overlooking Halong with a large bed, with a to 67 square meters, separate
Bay. wide view towards Bay bedroom and living room
and the right to use the areas, and beautiful and
Area: 37 m2 30th floor Club Lounge sweeping views of the lake
area of the hotel. and lake. the right to use the
Bed: Large bed
area Sapphire Club Lounge.
Capacity: 3 Acreage:37 m2
Acreage:67 m2
Bed:Big bed 

Capacity:3 Bed:Big bed

Capacity:3
 Deluxe Twin Sapphire Club Twin Ambassador Suite

Experience the Deluxe room Enjoy the convenience The Ambassador Suite offers
with two single beds for a of staying at the S a world-class experience and
comfortable stay. The room room sapphire Club. other perks exclusively for
space has a delicate design, 5- The room has two the most important guests.
star facilities and a wide view single beds, 5-star
Bay Summer Halong. facilities with a wide The Ambassador Suite has a
view of the West Lake spacious bedroom with a
Acreage:37 m2  and the right to use the balcony with panoramic
30th floor Club Lounge views of Ha Long Bay,
Bed:2 single beds  area of the hotel.  living room and many
privileges, creating the most
Capacity:3
Acreage:37 m2 relaxing and comfortable
feeling for you.
Bed:2 single beds
Acreage:112 m2
Capacity:3 Bed: Big bed

Capacity:3
 Grand Deluxe King Presidential Suite

Experience the Grand Deluxe The Presidential Suite offers

room located on a higher floor, an exclusive experience and
with a viewBaySummerlong other privileges reserved for
Wider. The room has a the most important guests.
delicate design with a large
bed, 5-star facilities for a The Presidential Suite has a
comfortable stay. large space, up to 126 square
meters, a spacious living
Area: 37 m2 room, a bedroom with a
balcony with panoramic
Bed: Large bed views of Ha Long bay,
guests staying in this room
Capacity: 3
have many exclusive
privileges.

Acreage:126m2

Bed: Big bed

Capacity:3
 Grand Deluxe Twin Imperial Suite

Experience the Grand Deluxe The Imperial Suite offers a

room located on a higher floor, classy experience and other
with a view Bay Wider. The perks exclusively for the
room has a delicate design most important guests.
with two single beds, 5-star
facilities for a comfortable The Imperial Suite has the
stay. largest space in its class, up
to 176 square meters. The
Area: 37 m2 room has a living room, a
bedroom, and a spacious
Bed: 2 single beds bathroom. The space has a
panoramic view of HaLong.
Capacity: 3
Guests staying in this room
have many exclusive
privileges.

Acreage:176m2

Bed: Big bed

Capacity:3

We don’t know when inspiration will strike, but we know where. That’s why
we’ve redesigned the Sapphire Halong Hotel guest rooms to be more inviting and
exciting. A place that sparks creativity, fuels the imagination, and welcomes reflection
and relaxation. 

Our rooms and suites incorporate classic neo-classical design and are fitted with all
modern conveniences. In fact, furnishing requirements vary depends on the hotel’s type of
room, but here are some examples of our in-room furnishings:

 Furniture: Sofa, Wardrobe, Coffee table, Armchair, Luggage rack, Dining chair,
Bed, Easychair, Dressing table, Bedside table, Television cabinet, Dining table,
 Plants, Lavatory/WC, Sanitary bin, Bathtub, Bidet, Shower cubicle, Vanity
unit…
 Fixtures and Fittings: Taps and faucets, Carpets, Lighting fixtures, Toilet roll
holder, Minibar, Pictures, Locks, CCTV, Air conditioner A/C, Signs, Window,
Safe, Towel racks, Fire alarms, Doors, Telephone…
 Equipment: iPod docking station, Playstation, DVD, Trouser press, VCR, Ironing
station, Tea/coffee making facilities, Radio, Television

2.2. Public areas cleaning service 

2.2.1. Entrance

Guests get their 1st impression of the hotel from the entrance lobby. Entrances
which are cleaned and maintained daily will become unpleasant for the guest due to heavy
traffic and exposure. The maintenance and cleaning of the entrance and the door is
important. So proper and daily cleaning is required in this areas. Normally cleaning is
done at night.

2.2.2. Lobbies

These are the common meeting points of the guest near the reception. Many
lobbies are carpeted while others are hard flooring. Floors in the lobbies need to be
cleaned frequently., since these are spaces where guests interact., relax etc. Lobbies may
have high ceilings and elaborate chandeliers which are difficult to clean so it is cleaned at
night. The daily cleaning tasks involves

 Public area cleaning of waste paper bins and ashtrays at

 Flower arrangement should be done daily as a part of Public area cleaning.
 Glass surface and windows to be cleaned daily.
 Doors and door knobs to be dusters and cleaned daily.
 Any stain on the carpets and upholstery should be cleaned immediately.
 Hard floors should be mopped regularly.

2.2.3. Front office

Housekeeping department is responsible for this Public area cleaning and

maintaining of the front office because front office is the face of the hotel. So daily
cleaning of the department is required. Mopping of the floor, dusting of the furniture and
fixture and vacuuming of carpets are essentials.
2.2.4. Elevators

Elevators must be cleaned at the time of day when it is least used. The necessary
boards indicating the cleaning is carried out must be displayed promptly. Elevator doors
are made of steel. The steel door shows lots of grease marks from fingers easily. Elevators
should be cleaned daily and more through cleaning may be done on a periodic basis.

2.2.5. Staircase

Stair case should be cleaned when there is less traffic. While cleaning the staircase
care should be taken that dust does not fall down the staircase.

2.3.  Guest room cleaning service 

2.3.1. Ventilate the Room

You should properly ventilate a hotel room before guests stay. This is because
guests expect a clean, fresh-smelling room when they check in. If the room smells musty
or stale, they will be disappointed. This is also to disburse any chemical smells that may
linger after deep cleaning. Housekeepers should open all doors and windows while they
clean to ensure the room is properly aired out by the time the new guests arrive.2. Change
and Restock Bed Linen and Towels.

2.3.2. Change and Restock Bed Linen and Towels

Beds and linen should be made and replaced before guests stay. Not only will it
make your room look neater, but it will also give you a sense of accomplishment when
you start your day. This includes stripping the beds of old sheets, duvets, and pillow
cases, and collecting old towels and facecloths. These should be placed in a laundry bin
so they’re ready to be cleaned by the laundry company. Or, if you’re cleaning them
yourself, be sure to wash your sheets in hot water and use a disinfectant cleaner to kill any
bacteria.

If a guest is staying for more than one night they may not require new linen. To
check this, it’s standard practice to leave door hangers which guests can use to indicate
whether they’d like a “turn down” service, or whether they require no maintenance at all.
It’s generally recommended that you change the sheets in a hotel room every three days –
but always, in between guests. It’s also important to change the sheets if there are any
stains or if they become wrinkled.
 If guests don’t require any new linen or towels, it’s still important to hang up all
damp towels so that they can dry and the room remains odorless.

2.3.3. Remove Rubbish 

It’s always important to remove rubbish left behind by previous guests. Make sure to
empty the bins and replace them with bin liners, as well as remove anything else left
behind. You’ll need to also check for this in hidden areas, such as under the beds and in
the shelves. Any food that has been left behind by guests should also be removed.

2.3.4. Dusting

Rooms, even after a day or two, can become dusty. You’ll need to dust shelves,
televisions and any surfaces that you can see this collect before the next guests arrive.
This also includes ceilings and hard to reach places, so it’s essential to own an extendable
duster. Dust and cobwebs tend to collect on ceilings and high surfaces, so start there and
work your way down.

2.3.5. Wipe and Disinfect High Touch Surfaces

More than ever, you’ll also need to wipe down all surfaces with disinfectant –
including high touch surfaces and electronics. For example: television buttons, remote
controls, light switches and phones.

2.3.6. Clean the Bathroom Thoroughly

Housekeepers should clean the shower and toilet in hotels before guests arrive.
This includes scrubbing the tub, shower, and sink. The toilet should be cleaned with a
disinfectant cleaner and the floor should be mopped. In the shower, make sure to clean
any mold or mildew that may have formed and leave it dry.

2.3.7. Clean Mirrors and Windows

Mirrors, especially in the bathroom, can quickly become dirty and are noticeable to
guests. Guests use these everyday, so take the time to ensure they are spotless. This also
goes for windows that tend to collect fingerprints. Use special glass cleaner and
microfiber cloths while cleaning to ensure they’re left streak-free and crystal clear.

2.3.8. Vacuuming Floors and Furniture

Vacuuming your carpets between guests is important for several reasons. First, it
helps to remove any dirt, dust, or hair that may have been left behind. Second, it helps to
freshen up the room and make it smell clean. Third, it helps to remove any allergens that
may be present in the room. Vacuuming will help to make your guests’ stay more
comfortable and will also help to prolong the life of your carpet.

Be sure to vacuum upholstered furniture and curtains on a regular basis too. The
vacuum will come with special attachments for these specific areas.

2.3.9. Restock Amenities and Consumables

Next, it’s important to restock what is missing from the room – including any
toiletries that you supply guests. These include soap, shampoo and toilet paper rolls. This
will ensure guests don’t run out during their stay, and new guests will be ready to wash up
once they enter the door.

This also means replenishing drink sachets such as coffee and tea, and any other
items that you offer on the counter or in the mini-bar. Depending on your policy, it’s
important to log which items are missing so that guests can be charged accordingly.

Next, wash and dry all used cutlery and cups – depending on what’s available in
the room. The sink will need to be left clean and tidy afterwards too.

2.3.10. Final Check

Before leaving the room, check that all windows are closed and doors shut. This
will ensure the room temperature returns to normal before your next guest arrives. If there
is any scent remaining in the room, you can use air freshener to help this. Finally, check
that there’s no remaining rubbish and that the furniture is tidy, and that all the supplies
have been restocked.

Now is also the time to check guest requests. If they require anything special in
their room, you must supply these before you leave.

 2.4. Laundry Service 

You may save spending a lot of time cleaning your clothes and linens by using
laundry services. They free you and your other clients from having to worry about a
difficult stain so that you may concentrate on other things.

Nevertheless, you must remember that just because you are paying for your
laundry does not mean you are completely free from responsibility. Before mailing or
dropping off your clothes at the laundromat, there are a few things you need to prepare for
or accomplish.
2.4.1.  Normal or Urgent and provide Dry-cleaning, Washing and Ironing

Among the many amenities provided by a hotel, one of them is laundry service for
the guest. It is an amenity which is essential in resort hotels where guests are long-staying
and prefer to travel light. Even if a full-fledged laundry service is not available, at least
some facility for ironing is required as clothes get crumpled in packing. It is a source of
revenue in hotels and may serve as a means of preventing them from washing clothes and
hanging them out to dry in hotel guest rooms.

Laundry service may be Normal (Ordinary) or Urgent (Express) and provide

Drycleaning, Washing and Ironing. The time gap between the collection and delivery is
dependent on whether the laundry is on-premises or off-premises.

  A guest may avail of laundry service by either telephoning the Housekeeping

Desk and a Room Attendant is sent to collect the laundry Alternatively, if the Laundry is
on-premises, the Order-taker in the Laundry cabin will receive the call and the Valet
Runner will collect the laundry. If the hotel provides a Laundry Hanger, the guest may
hang this out on the doorknob indicating that there is laundry for collection.

Laundry lists are provided in the room or the format is printed on the laundry bag.
Should the guest wish to avail of laundry services, the necessary details will have to be
entered like the date, room no., name of the guest, no. of the type of articles and service
required. If a list is filled in, it is signed by a guest and kept along with the articles to be
laundered in the laundry bag. The staff collecting the laundry must check the articles
given against the entries made. They must also look out for tears and damages or guest
belongings left behind on/in the articles. It is especially important to check if the guest has
left the laundry for collection when the laundry is off-premises.

It is absolutely essential to mark guest articles before despatch to an off-premises

laundry in order to prevent any mix-up. Marking is done on a marking machine which
usually indicates only the room number but may also indicate the initials of the guest.

The heat-sealed tape used for marking does not come out in the normal wash
procedure but can be peeled off if so desired. The laundry list is used for making the bill
which is charged according to the service requested.

Extra care must be taken when handling guest laundry. If stains and damages are
present, they must be dealt with prior to the laundering process. As it is directly related to
guest satisfaction, staff working on guest laundry should be most experienced. The
machine capacity is also smaller to deal with smaller loads and control the quality of the
wash. Instructions for washing and washing symbols on the garment must be strictly
adhered to and small items are tied loosely in a net, prior to loading to prevent them from
getting lost. When delivering guest articles, some will be folded while others are placed
on hangers. Folded articles are put together in a laundry bag with the room number
written on it while hanging articles are clubbed with a tie label indicating the room
number.

2.4.2.    Laundry valet service 

Valet laundry service is a universal practice which is maintained by all chains or

large hotel & resorts and responsible for handling and taking care of all guest’s laundry.
Hotel & resort could have them on the premises valet service including staff and other
necessary equipment or may have an outsourced contract with any dry cleaning house for
fulfilling guest’s laundry needs. 

Hotel & resorts provide valet service either same day (guest’s laundry is received
in the morning and provided at evening) or overnight (guest’s laundry is received in the
evening and provided in the next morning) in both cases of contracted or in house laundry
service. 

Contract valet service in hotel:

An Out soured valet laundry service is a contract service that is held under formal
agreement. the agreement basically comprises of the following specifications:

 Description of the guest laundry 

 Requirement of laundry box or bag stamped with hotel’s logo or name 

 Schedule of collecting and returning linen 

In large hotels the room attendants or bell boys may be assigned for delivering the
clean laundry to the guest room. However, in small hotels the guest are informed by the
front office department through massage light, ig guests are available in the message then
the linens are delivered 

On - Premises Valet service in hotel:

Comparing to outsourced valet service, on - premises valet laundry service is more

convenient and effective due to the following factors: 

 Quick delivering ability 

 more revenue generatation.

  ensure better laundry service

 on - premises laundry service does not only take care of guest’s laundry but also
taking care of hotel staff’s uniform and other linen items used in hotels 

In house laundry service or on the premises laundry service is performed by the

housekeeping department. To ensure a qualitative valet the housekeeping department has
to perform the following functions: 

 Establish of the schedule for collecting and delivering linen 

 determination the process for delivering the linens to the guest’s rooms 

 attach the figure bills with the clean laundry 

 Setup of the hotel policy for laundry by following the government law 

 Responsible for handling lost and damage items 

 Receive guest comments or complaints

However, in house laundry service is operated based on the return of investment

or turnover of profit. The amount of space also needs to be considered as valet service
requires a specious area for operating functional activity. For example: Spotting tagging,
washing drying, keeping equipment etc. the valet staffs have to be professionally trained
in order to maintain effective laundry service. In large hotels there are also supervisors for
directing laundry activities. 

Valet service is performed by the valet who is assigned for collecting soiled linen
and returning clean linen to the valet service area for sorting, tagging. After completion of
all procedures like packing, attaching bill, the valet staff returns the clean linen to the
guest rooms. 

Procedure for collecting hotel guest laundry: 

The guest rooms are generally provided with the telephone directory including all
necessary telephone numbers of hotel in house service. When the guest asks for the
laundry service through the telephone the laundry desk attendant maintains a request book
where he/she notes down the guest name and room number. Then the attendant passes
through this laundry request to the valet and also monitors the efficiency and quick
performance of the valet. 
 The valet collects soiled linen from the guest room to fulfill the request. To do so
the valet politely knocks on the guest’s door and says once “ valet service” even twice if it
is needed. The valet will enter the room if the guest will permit and start process for
collecting soiled linen. 

Hotels provide laundry bags along with the two color coded laundry lists ( one for
washing and another one for leaning and pressing, Which is available in the guest’s
wardrobe. The laundry list include two column “ guest count column” and “ hotel count
column”. Before providing the linen to the valet, the guest should count and fill the “guest
count” column. the valet again counts to match with the laundry list and fill the “ hotel
count’ column 

Besides filling the hotel count list, the valet also has to execute the following step:

 Prices each item of laundry and include the total amount that is payable by the
guest 

 Record the type of laundry service that is required by the guest. For example,
urgent delivery or normal delivery 

 The valet will inform the guest incase of any discrepancy, teas or any defect before
sending it for washing or cleaning to avoid any sort of complaint regarding linen 

 Make inform the guest about the extra charge for urgent delivery and the actual
time of laundry delivery 

The guest may sometimes ask the laundry desk attendants to collect the soiled
laundry after his departure, then the valet should collect laundry with the help of the room
attendant and take further procedures. Even the room attendants may call the valet during
room cleaning for collecting laundry if the guest leaves the soiled linen in the laundry
bag. 

Procedure for delivering hotel guest laundry: 

After completing the laundry functions, for delivering the guest’s linen with proper
time there are certain procedures which are followed by the valet. For example: 

 Carry all guest laundry for normal delivery 

 To transfer the linen, use mobile clothes hangers

 Deliver the guest ‘s linen to the room by following the room entry procedure 
  If the guest is not available then the valet requests the room attendants to unlock
the room and leave it in the room in packed or on hanger 

The bell boys are also assigned to delivered the guest’s clean linen if it is deliver at
night. Sometimes the guest may check out without collecting the laundry then the room
attend should inform the housekeeping department for taking any further action by
following 

2.4.3.  Laundry safety guide  

2.4.3.1. Remove Lint from the Dryer:

According to the statistics provided by the National Fire Protection Association

(NFPA) lint accumulation in the dryer is one of the leading causes of fire in the dryers. As
a matter of fact, the U.S. Fire Administration website reports that 2,900 home clothing
dryer fires are reported annually and lead to an estimated 5 deaths, 100 injuries, and $35
millions in property loss.  According to the same source, did you know that failure to
clean the dryer or 34% is the leading cause of home clothing dryer fires? As lint
accumulates in the dryer without being removed from the dryer lint screen or the dryer
lint filter, the temperature continues rising and eventually the sustained increase in
temperature leads to a lint fire. You can use the practical tips below to protect yourself
and your family from facing such troublesome situations.

Useful Tips:

 Ensure you clean your dryer lint screen or lint filter thoroughly before and after
running the dryer after each laundered load; an easy way to prevent lint build
up.
 Remove and suction out any lint in your dryer vent, dryer vent hose and dryer
vent duct so that there is no lint stuck; causing building or blockage.
 Check your home’s exterior dryer vent flap for proper functioning. Visually
inspect it from the exterior of your home, each time the dryer is in use.
 Install a space-saving as a gentle reminder to remove your lint from the lint
screen or lint filter.

2.4.3.2. Try to Keep Floor Dry:

There is no doubt that keeping the laundry room floor dry is a troublesome job, as
water can spill from one source or another. A wet floor is a slippery floor, not good, and
may go unnoticed by anyone working in the laundry room.  Furthermore, a person might
slip, fall and sustain a mild to severe injury. A slippery floor can be dangerous to walk on,
so ensure you keep the floor dry with the help of following tips.

Useful Tips:

 It’s a smart idea to get a floor drain the laundry room. Before starting laundry,
ensure nothing is blocking the water drain.
 You can also use washing machine drain pans to keep the water away from
floor. These pans are a couple inches tall, which allows them to collect enough
water if it starts leaking from the washer or washing machine.

2.4.3.3. Keep Detergents Sealed and Stored 

Often times people place and forget detergents on top of the washing machine after
adding it to a load of laundry. As the washer makes subtle vibrational movements while
operating, chances are detergents or other cleaning products placed on its surface, could
spill onto the floor. Not only have you wasted the product, but you now have a mess to
clean up.  

Similarly, keep these products out of the reach of babies or children, as they do not
know what is harmful and have a natural habit of exploring (touching, tasting, etc.)
anything they get their hands on. These products can burn the more delicate and sensitive
skin of children; even worse consequences if they ingest them.  

Useful Tips:

 Keep the cleaning products properly sealed and stored, preferably in a locking
cabinet or cabinet or shelf that is not easily accessible by young children or
pets.
 Ensure every laundry cleaning product is labeled properly so that no one
makes a wrong use of it.

2.4.3.4. Beware of Electric Power Supply

Laundry is of no use without electricity and water. However, both of these can be
very dangerous when mixed together. Now electrical shocks in the laundry room can be
avoided and with proper education and awareness.  As mentioned, some people will lose
their lives or suffer lifelong injuries related to electrical incidents. 

Useful Tips:
  Turn off the washer or dryer machines, if there is any leakage of water in the
laundry room.
 It is better to have a circuit breaker or a GFCI installed in your home, to
prevent loss of life due to the electric shock.
 If you notice that there is something wrong with the power supply, we
recommend leave the laundry room immediately and reach out to a
professional.

2.4.3.5. No Pets in the Laundry Room

Same rules as above apply to bringing pets in the laundry room. Pets don’t have
the same senses as we human have. They do not know what they think good might harm
them in the most severe way. As a pet owner it is your responsibility to keep your pet safe
and healthy.

Useful Tips:

 Do not bring pets in the laundry room they can engulf any chemical after
getting attracted to its smell.
 Bring your pet to the emergency room if an accident happens.

2.4.3.6. Proper Checkup of Machine

Like any manmade product, machines have the tendency to get damaged naturally
with the passage of time. It is better to get machines checked by the professional so that
you do not face any huge damage to your property or lives around you due to your
negligence.

Useful Tips:

 It is recommended to let a professional make a proper checkup of your

machine once in a year so that you can prevent anything bad from happening
beforehand.
 If you notice the machine is not working properly get it checked by the expert.
 Replace the old water hose with newer ones if you notice leakage of water
from them.
 Replace rubber hope with a more durable braided hose.
 You can save many human lives and a lot of expenses if you do not neglect above-
mentioned tips for the laundry room safety.  Follow these tips and keep yourself and your
loved ones safe!

2.4.4. Turndown service 

Turndown Service is the term to refer to the evening housekeeping service or the
time when guests leave the room at the hotel. Usually this service will only be applied at
hotels of 4 stars or more.

The time frame from 6 to 7 pm will be the time when the Housekeeping staff
cleans and rearranges the room to be neat and clean. This service is very important to give
customers maximum comfort and get ready for sleep at night. After completing the
cleaning step, the housekeeping staff will leave a greeting for the guest before leaving.

Things to do in Turndown Service:

 Clean items and equipment in the room:

o Clean up the trash in the room, especially the bathroom, and clean up the
ashtrays, if any
o Pick up the messy items used by the customer in the room such as blankets,
pillows, newspapers, cups and put them neatly in place.
o Check the items in the refrigerator, if the items are out of stock, notify the
room clerk immediately
o Check and replenish stationery or free items that guests have used up such as
tissues, coffee, drinking water
o Clean the bathroom and change new towels for guests if needed
o Pull back the curtain in the customer's room
o Make bed for guests to prepare for bed
o Leave a wish or a small gift to wish customers good night

 Make the bed for the customer before going to bed:

o To prepare guests for military service, employees need to:

o Put the decorative pillows back in the closet
o Fold the duvet cover neatly according to regulations
o Put the menu on the pillow closest to the phone to stimulate customers to use
the service
o Ask more customer survey questions under the menu sheet on the pillow in
case customers check-out the next day
 Turndown Service Process in the Hotel:

 Preparation phase: Housekeeping staff will receive a list of rooms that need
Turndown Service and prepare equipment, supplies and room keys for the tool
trolley.

 Room entry stage: If there is a sign "Do not Disturb" on the front door of the guest,
the housekeeping staff will record the report and move to the next room. For rooms
without a sign outside, staff need to knock on the door 3 times, up to 3 times and
say “Housekeeping, Turndown Service”, each time should be about 30 seconds
apart.

o If the guest is in the room to open the door, it is necessary to ask the guest's
permission to do the Turndown Service. If the customer shows signs of
hesitation, then proactively ask the customer's permission to come back to
clean next time. In case the guest has no response, gently open the door and
see if the guest is in the room, if not, the Turndown Service will be carried out
as shared above.

 Complete Turndown Service:

o After completing the Turndown Service procedure, the housekeeping staff

will remove the trash from the vehicle and return the cleaning items to the
correct place as specified. In addition, staff should pay attention to update and
report to the system or room clerk about the Turndown Service process just
performed.

Notes on the Turndown Service process: 

 Some notes you need to know when performing Turndown Service are as follows:

o If the room has an extra bed, the staff needs to clean it up and arrange more
linen and soap in the bathroom.
o If the room has two beds but only one guest is staying, the staff just need to
make the bed closer to the bathroom.
o Understanding the purpose of Turndown Service is to make the room clean
and nicer when new guests check in or old guests return to the room, so the
staff needs to have a wide range of observations and carefully arrange
furniture

2.4.5 Amenities
 Toiletries & Personal Items

Hotel amenities almost always include a few personal items and toiletries. Soap,
shampoo, conditioner and lotion are usually provided, as are towels and bathrobes. A
hotel might also provide toothpaste and mouthwash. Items like razors and shower caps are
common. Many hotels also provide appliances such as hairdryers, irons and ironing
boards, and washer/dryers.

Free Wi-Fi

The days of expecting guests to pay steep fees for Wi-Fi are long gone. Nowadays,
guests expect Wi-Fi internet access as one of the most basic hotel amenities. Guests
expect it, like shampoo. Take your amenities to the next level by allowing guests access
to streaming platforms on hotel TVs.

Free Parking

Charging guests for parking can often be a deal-breaker. Many short-term rentals,
such as Airbnb, come with free parking; if your hotel charges a fee to park, guests are
more likely to choose a short-term rental instead. While free parking isn’t universally
expected, it can be an attractive hotel amenity.

Free Breakfast

When you’re competing with short-term rentals that often include kitchens (and
sometimes free food), a free breakfast can make a big difference to guests. A continental
breakfast buffet is a convenient and popular option, while a sit-down hot breakfast at no
extra charge can really impress guests.

Charging Stations

Today’s guests are likely to travel with a variety of devices. As well as standard
power points, it’s a good idea to offer USB charging ports for your guests to use. Guests
will especially appreciate USB charging close to their beds. If your guests include
international travellers, consider offering universal sockets or adapters.

In-Room Coffee & Tea

Tea and coffee facilities are one of the most popular hotel amenities. A sad little
collection of instant coffee packets and an electric kettle are unlikely to impress guests
accustomed to capsule coffee-makers at home. Consider offering a capsule coffee-maker
and complimentary bottled water for guests.
 2.4.6. Special request 

Request the Perfect Room 

Every hotel is different, but most properties will happily accommodate your
requests if you have a particular room preference or require special in-room features. 

 A Room Close To or Away From the Elevators

o Guests with reduced mobility may prefer rooms close to ‌elevators so they can
easily access them.
o In contrast, travelers sensitive to noise may prefer a room far away from the
lifts.
 A Room on a High or Low Floor
o Some people are superstitious or afraid of heights and might desire a room on a
lower floor. 
o On the other hand, some guests want to be far away from street noise and prefer
a room above the city life below.
 An Alcohol-Free or Non-Smoking Room
o If you don’t want alcohol in your mini-fridge, you can ask the hotel staff to
remove it. 
o You can also inform the front desk if you want a non-smoking room.
 A Room with a View
o If you’re visiting a place with beautiful nature or famous landmarks, the
competition for the best views is always intense. 
o That said, it never hurts to ask what rooms are available and see if you can snag
a room with a gorgeous view. 
 A Corner Room 
o Many people don’t realize that a corner room is often more space for a similar
price. 
o Hotels may provide you with this free room upgrade if you ask the front desk
nicely, and they have one available. 

Ask For a City Map

Many international travelers lose access to their data plans if they don’t get a local
SIM or pay to use their phones abroad. 

However, it can be challenging to navigate a new city without GPS.

 Fortunately, most hotels provide paper maps, and the staff is happy to point out
interesting landmarks, good restaurants, and entertaining areas  – and where they’re
located vis-a-vis the hotel.

Negotiate a Room Discount

Often, if you contact the hotel directly, you can negotiate a discounted room rate. 

This tends to work better when booking multiple rooms, but it never hurts to ask,
especially during the off-season.

Alternatively, when you arrive, you can always ask if the hotel will upgrade your
room for free – it’s not a discount per se, but you’ll get more for your money.

Borrow a Phone Charger or Power Adapter

Phone chargers and power adapters are some of the most important things to pack
when you travel, but they’re surprisingly easy to forget. 

However, there’s no need to panic because hotels often have chargers or adapters
they can lend to guests.

Grab an Umbrella

No one wants to plan their vacation around bad weather, but sometimes it’s
unavoidable, and you’ll need an umbrella to get through the day.

Most hotels in rainy areas have at least a few they lend to guests – otherwise,
they’ll tell you the best place to go to get one for cheap.

  Request Free Netflix or Other On-Demand Entertainment

Many hotels offer Netflix or other on-demand entertainment complimentary to all

guests; however, if they do happen to charge for these services, ask if they’ll waive the
fees. 

If the hotel doesn’t offer Netflix or a comparable streaming platform – and you
have access to your own account – see if there’s a way to connect your device to the in-
room television. 

Ask For a Bicycle

There are various ways to get around most cities, and hotels, especially in
European countries, have a bike service for their guests. 
 However, many properties don’t advertise this perk, so you may have to ask. Get a
Nightlight

If you or your traveling companion don’t love the dark, ask the staff for a night
light. 

You can use it to read while your partner sleeps or just have it on for a little extra
comfort.

Request Additional Room Amenities

Most hotels provide guests with simple room amenities when they arrive, but did
you know you can ask for things that don’t come standard with the room?

 Bathroom Toiletries 
o Hotels often include basic toiletries, but you can also ask for things like shaving
cream, toothbrushes, and extras of everything.
o If you happen to like the hand soap or lotion, just call the front desk and ask for
more.
 Clean Linens:
o If housekeeping doesn’t change your sheets and towels daily, you can request
clean linens whenever needed.
o You can also request extra linens and blankets if you require more than what’s
provided.
 Different or Extra Pillows
o Some people need firm pillows, while others prefer extra soft ones – and some
people need several of any kind just to be comfortable. 
o If you’re looking for the right cushioning for a good night’s sleep, ask the hotel if
they have a pillow menu or can send up extras of whatever they have.
 Laundry Bag
o If you’re accumulating a pile of dirty clothes but didn’t include a laundry bag in
your luggage, you can ask for one. 
o Most hotels with laundry service provide a bag in the closet, but sometimes you
need to contact housekeeping, who will deliver it to your room.
o Free Slippers
o Many hotels provide guests with robes, but often they also have complimentary
slippers. 
o If they aren’t already waiting in your room, call the front desk and ask for a pair.

Order Turndown Service

 While most hotels make your bed daily, some properties also have the option for
turndown service at night.

This charming service prepares your bed for sleep and often comes with a
chocolate on your pillow.

Discover Extra Breakfast Options 

You may be surprised that many hotels will make you certain breakfast items not
listed on their menu if you request them, especially if you have food allergies or dietary
restrictions

Request Treats for Special Occasions

Since hotels want their guests to leave happy, some offer special perks when you
stay for a special occasion. 

They might give you a free room upgrade or even chocolate, wine, rose petals, and
a card if you let them know what you’re celebrating before you arrive. 

3. Our hotel housekeeping SOPs

3.1. SOPs for Setting the housekeeping staff’s Trolley

 Empty the trolley.

 Check rapidly for any broken parts.

 Clean it by dusting and wiping any stains.

 Place the items according to their weight: heaviest items at the bottom and lighter
items at the top section of the trolley.

 Place the linen for different purposes separately.

 Close the lids of cleaner bottles and liquid cans tightly.

 Record the numbers and types of the items loaded in the trolley for the rooms.

 Take the trolley to the assigned duty floor.

 Park it outside the room such that the linen side faces outside and the room
entrance is blocked.

3.2. SOPs for Entering the Guest Room

  Leave the DND (Do not Disturb) rooms undisturbed.

 Knock the door with knuckles and announce in a pleasant voice,

“Housekeeping…” or “Good morning/afternoon, Housekeeping”.

 Wait for five seconds to hear the guest’s response.

 In case of no response, announce twice again.

 If there is no answer a third time, open the door with the staff’s key.

 Enter the room.

 If the guest is found sleeping, withdraw from the room quietly.

 In case the guest answers, ask politely when he would like to service the room.

 In case the guest wants it later, acknowledge his reply and withdraw from the
room.

 If the housekeeping work is in progress and the guest returns from outside, greet
him and ask if the guest would like to return in some time.

3.3.  SOPs for Cleaning the Guest Room

 Not use guest room linen as a door stopper or for cleaning and dusting the room.

 Keep the guest room's door open while working.

 Open the curtains and patio door.

 Assemble the furniture and place appropriately.

 Keep the vacuum cleaner and other cleaning devices in the room.

 Check the type of bed.

 Take the bed linen of appropriate size and place it on the nearest chair.

 Remove the previous bedspread and place on the chair.

 Inspect the bed and pillows for their condition as well as for any lost-and-found.
 In case of checkout room, deposit the leftover guest items to the floor supervisor. If
the room is still occupied, place the item such that it is safe as well as visible to the
guest.

 Put soiled sheets and pillow covers in the soiled linen cart of the trolley.

 Empty ashtrays and rubbish from the guest room and bathroom dustbins into the
trash cart of the trolley.

 Pick up used glasses, mugs, ashtray, trays, and place them on bathroom platform.

 Spray the bathtub, basin, glasses, mugs, and trays with cleaning liquid. Let them
soak the chemicals from the liquid.

 Make the bed.

 Start dusting from an extreme inside corner of the room and work outwards.

 Clean wipe TV.

 Straighten the guest items.

 Sweep the room and patio floor.

 Mop the room and patio floor.

 Clean the glasses, mugs, and tray.

 Reorder glasses, mugs, telephone devices, and TV remote.

 Inspect the condition of bathroom slippers and bathrobe. Replace if soiled.

 Close the patio door.

 Close all the curtains.

 Clean the entrance door.

 Close and lock the room door.

 Report any damage spotted to the supervisor.

3.4. SOPs for Cleaning the Guest Bath Room

 Open bathroom ventilation.

  Sweep the bathroom floor.

 Scrub and finish the platform, bathtub, and basin.

 Scrub and finish the toilet bowl, rim, ring, and hinge.

 Wipe the mirror.

 Clean bathroom walls using wet mop or sponge.

 Replace amenities such as toilet roll, toilet block, shampoo, conditioners, and
moisturizers.

 Replace bathroom mat.

 Wipe down the shower curtain working from top to bottom with a dry cloth.

 Replace bath towels and hand towels at least once a day.

 Replace the dustbin liner.

 Close the bathroom ventilation.

 Clean the bathroom door.

 Keep the bathroom door open after cleaning.

 Check the bathroom doormat. Replace if required.

 Report any damage spotted to the supervisor.

3.5. SOPs for Cleaning Balcony / Patio

The balcony or the patio are the extensions of the guest room. The SOPs for cleaning
them are given below.

 Enter the balcony.

 Spray walls, railings

 Scrub and wipe off stains

 Wipe down rocking or sitting chairs and table

 Clean the door tracks appeared on the floor.

  Sweep the floor.

 Mop the floor.

3.6. SOPs for Do-Not-Disturb (DND) Rooms

Every room has to be entered at least once a day by any housekeeping staff. The
guests who do not want to get disturbed by any housekeeping service tag their rooms with
a Do-Not-Disturb (DND) sign.

The SOP for these rooms is as given below.

 Do not disturb them by placing a call until 2:00 o’clock in the noon.

 After 2:00 p.m., the Supervisor calls the room to know the guest’s needs.

 The housekeeping staff contacts the supervisor to make sure whether to service the
room.

 If the call was not answered by the guest after two calling attempts, the room is
serviced.

 To his best judgment, the housekeeping staff enters the room and continues with
the usual housekeeping work.

3.7. SOPs for Public Area Cleaning

In addition to cleaning guest bedrooms, the housekeeping department in the hotel

is also in charge of cleaning public areas. There are various public areas frequented by the
hotel guests. The areas and their respective SOPs for housekeeping are as given.

3.7.1. SOPs for Cleaning the Lifts

 Carry out the lift cleaning task early morning when the least number of guests are
expected to use it (5am to 6am).

 Call the elevator on the ground floor.

 Open its door.

 Put the appropriate signboard near it.

 Clean the lift using the appropriate cleaning liquid according to the wall material of
the lift cabin.
  Wipe the lift doors.

 Work from top to bottom while cleaning a lift cabin.

 Keep the lift door open till the floor and walls are dried completely.

 Spray clean air freshener.

3.7.2. SOPs for Cleaning Front Office and Lobby

The lobby is active 24 hours. The furniture, carpets, flooring, and ceiling;
everything needs to be kept extremely clean at any given time. The SOPs are as follows

 Clear all ashtrays into the trash ensuring no cigarettes are burning.

 Clean and restore them to proper places.

 Clear the dustbins near the front office desk.

 Replace their lining and keep them as they were.

 Dust and wipe the telephone device, fax machine, Computers, and kiosks.

 Sanitize the telephone device, computer key board, and touchpad of the kiosk.

 Remove spider webs from the ceiling.

 Remove the dust deposited on walls, windows, furniture, and floor.

 Remove stains on the carpet and furniture.

 Clean all artifacts using damp and soft cloth carefully.

 Sweep and mop the flooring of the lobby and front office desk area.

 Dust and polish any vases, paintings, and art pieces.

 Spray the air clean spray with a signature aroma.

3.7.3. SOPs for Keeping the Garden

The gardener or the team of gardeners work to keep the garden looking beautiful.
They must: 

 Water the plants regularly according to the season and requirement of the plants;
usually in the early morning.
  Remove the weed and fall leaves daily.

 Keep the gardening tools clean and safe.

 Report any damage or requirement of tools or plants to the public area supervisor.

 Keep the lawn grass in healthy condition by periodic cutting with the help of a
scarifying machine.

 Keep any artificial waterfalls clean.

 Fertilizing and manuring the plants as per the schedule.

 Recycle the food wastage in the hotel to prepare organic fertilizer.

3.7.4. SOPs for Cleaning the Dining Area

The dining areas need daily cleaning before their working hours start as well as
when the restaurant staff requests cleaning. The SOP is given below.

 Collect all the cleaning equipment and dining area keys.

 Switch on all the electric lamps.

 Open all the drapes and blinds for letting in the natural light.

 Observe the entire area to plan the work.

 Align all the chairs away from the table to make room for cleaning.

 Clean the carpet area, using a vacuum cleaner.

 Remove any food stains from the carpet using appropriate cleaner.

 Sweep and mop the floor.

 Dust all the furniture in the dining area.

 Polish the furniture if required.

 Using a feather duster, dust all the pictures, paintings, artworks, and corners.

 Clean and disinfect the telephone devices.

 Polish metal, glass, and wood items if required.

  Clean the mirrors and windows by wiping them with a wet sponge.

 If a requirement of maintenance is spotted, consult the engineering department.

 If any guest items are found then deposit it with the housekeeping control desk.

 Collect all dirty table linens and replace them with the fresh ones.

 Return the keys to the security department.

 Record in the housekeeping register.

3.7.5. SOPs for Cleaning the Swimming Pool

The swimming pool cleaning activity can be conducted in-house by training and
employing housekeeping staff; as there could be separate swimming pools such as indoor
and outdoor as well as for adults and for children. The following steps are taken to clean
and maintain the swimming pool

 Check water quality frequently.

 Check any broken tiles/pipes inside the swimming pool.

 Clean the water as soon as possible when required.

 Check the pool water for contamination daily. Remove leaves using leaf catchers.

 Check for slippery floor area and the pool bottom. Apply and maintain the anti-slip
mats near the pool. Scrub and clean the bottom of the pool.

 Keep the life-saving and floating apparatus ready all time.

 Keep the poolside area and basking chairs clean.

 Keep an appropriate and noticeable signage showing the depth of the swimming
pool.

 Check and keep changing rooms up to good quality.

 Keep the changing room door open when it is not occupied.

 Employee lifeguards to provide a general safety check for the swimming pool once
a day during the operating hours.

 Add an adequate amount of chlorine in the pool water.

3.7.6. SOPs for “Spring-Cleaning”

Since Spring-cleaning is a time taking process, it is conducted during low

occupancy period. The standard procedures are

 Request a spring-cleaning date at the front office desk. (The housekeeping

department needs to honor whatever date they give, as it is a matter of revenue
generation.)

 Tag the room as "Not for Sale".

 Remove the guest amenities, curtains, and art pieces from the room.

 Send the curtains to the laundry for dry cleaning.

 Empty the mini bar and send the beverage items to the Food and Beverage store.

 Roll the curtains and cover them with a dustsheet.

 Inspect the furniture and send it to the furniture yard for repair or upholstery.

 Inspect the locks, knobs, latches, leaking pipes, and bathroom.

 Hand over the room to the maintenance department for any painting, sealing, and
repairing work required.

 Once the maintenance work is complete, remove any residual smell of paint and
varnish by airing the room.

 Polish and clean the permanent fixtures.

 Open, lay, and shampoo the carpet.

 Check the bathroom sealing and clean the bathroom.

 Make the bed using fresh bed linen.

 Restore the art pieces, furniture, and guest supplies.

 Call room service for restoring mini bars, glasses, and trays.

 Show the room to the floor supervisor.

 Release it to the front office desk for selling.

3.7.7. SOPs for Closing Down the Shifts

The floor supervisor closes the shift formally by ensuring the following points
from the attendants:

 Empty garbage bags of the chambermaid’s trolley into the garbage receptacle.

 Ensure the soiled linen collected into the housekeeping staff's trolley bags are sent
to laundry.

 Remove the chambermaid’s trolley and check it for ant damage and dirt
accumulation.

 Empty the vacuum cleaner bags and replace them with new ones.

 Tidy the housekeeping department area by stacking the items at their appropriate
places.

 Clean the toilet brushes with hot water for ten minutes every week.

 Rinse mops in light detergents and hang for drying.

 Close the doors and handover the keys to the housekeeping control desk.

 Sign off the shift.

4. Sustainability

4.1. What is sustainability in hotel development?

Sustainable Hotel Development

Sustainable development is the responsible use of productive resources in a

development project or undertaking to safeguard long-term environmental, social and
economic sustainability. Sustainable development is adopted to provide lasting socio-
economic benefit to all project stakeholders without compromising the ability of future
generations to meet their own needs.

A range of socio-cultural, economic and environmental issues must be considered

and balanced to ensure the sustainability of development projects. These include the use
of energy and water in the development and operation of hotels as well as the moral,
ethical, social and political impact of taking action. 
4.2. Why is sustainability important in hotels?

According to the United Nations World Tourism Organization, hotels are

accountable for one percent of global emissions. This number will continue to rise as
hotel demand increases, which is why implementing sustainability initiatives in hotels is
so important to mitigate this negative impact.

Beyond the importance of hotels reducing their impact on the environment,

sustainability measures also pose an important strategy for attracting new clients.
According to a sustainability report by Booking.com, 68% of clients are interested in
searching out eco-friendly hotels, and 87% of travelers worldwide state that they want to
travel sustainably.

Furthermore, sustainability in the hotel sector is important to create a connection

with the local population, while at the same time protecting the surrounding natural
environment and biodiversity. Giving this local touch to a hotel experience helps
distinguish a hotel from other hotels, providing high-quality experiences and contributing
to creating an individual identity for a hotel.

A 2020 study by consulting firm Kearney shows that the pandemic has made
consumers even more concerned about the environment when making choices than
before. Results show:

 Nearly half say they are more concerned about the environment than before the
pandemic.

 11% have changed their purchases based on environmental claims within the past
year.
  In 2019, 71% took the environment into consideration when making choices at
least occasionally. On March 6 of this year, 78% felt that way. And on April 10,
83% of consumers said they considered the environment.

This trend towards greener choices is in line with the results of other studies,
including a 2017 report which demonstrates that millennials are particularly conscious
consumers. Hotels should keep in mind that millennials are also now the biggest market
of all consumer age groups.

Sustainable practices in a hotel have a positive impact on customer experience and

their likelihood of returning. Going green leads to better loyalty and word-of-mouth
marketing, and higher customer satisfaction.

4.3. The current environmental sustainability strategies in housekeeping

4.3.1. Reusing and recycling. 

             The “three treasures” refer to “shampoo, conditioner and shower gel” bottles
which are placed together in the bathroom. Informants were taught to collect reusable
amenities in the guestroom and place them in the corresponding collection boxes for reuse
if leftovers remain. The Hotel has collaborated with a distilled water brand to provide
“light plastic bottles” that can be twisted easily to save space for recycling. The plastic
bottles are collected by a recycling company daily. Besides a bed linen reuse programme
was implemented, in which ripped or stained linen are turned into condemned cloth for
cleaning. Ripped pillowcases are reused as excellent dusters for cleaning glasses and
mirrors without scratching them. Consistent with previous studies, these findings showed
that reusing and recycling material is a widely used practice for green hotels that
implement CSR practices.

4.3.2. Integration of environmental considerations in daily operations.

        The Hotel integrates environmentally-friendly practices to their operational

procedures. Under the bed linen reuse programme, the bed linen for guests is merely
changed during the 1st, 4th and 7th day of their stay, unless the guests place a “Bed Linen
Refresh Card” on the bedside to ask for a bed sheet replacement. To enhance energy
efficiency, the electricity in the guestrooms can only be turned with a key card inserted
into the card slot at the door. The light will be automatically off in five seconds if the key
card is removed when guests leave the guest room. A dual-flush toilet with “full flushing”
and “half flushing” buttons is installed. Other environmentally-friendly practices include
using a high power destaining powder and energy-saving equipment. A highly soluble
destain powder can dissolve naturally without heavy brushing and rinsing with plenty of
water to remove the stain. Energy-saving vacuum machines were also adopted. The Hotel
has exerted an effort to update their equipment for improved green practices and efficient
use for the employees. 

4.4. Recommendations on the implementation of environmental sustainability

strategies

4.4.1. Eco-friendly Bedroom Initiatives

 Separate walk-in showers to encourage visitors to take showers rather than baths,
which will save water (many budget hotels do not have bathing facilities, only
showers).
 TV remote controls with rechargeable batteries.
 Goods for in-room stationery made from recycled paper.
 Televisions have no standby lights.
 Sensors for lights and appliances.
 Rooms include Energy Locking Systems (ELS) to use less electricity after guests
leave.
 Provide incentives for employees to turn off the lights.
 Master switches are used to manage the lights.
 To reduce waste, only provide newspapers upon request; recycle any extras.
 Utilities that are centralized to prevent manipulation.
 Curtains and double glazing for windows to insulate against energy loss.
 Make a sign that reads, "Turn off lights."
 Design of the showerhead to reduce flow.
 Toilet tap flow limits.
 Invest in energy-efficient machinery.
 Instead of incandescent bulbs, use fluorescent ones.
 Half-flush toilet system options.
 When demand is low, block off the bedroom floors to fill them up and preserve
electricity.

4.4.2. Ecological Programs in the Laundry

 Every effort should be made to use fair trade cotton for uniforms and sheets.
 Washing machine flushes that are brief.
 Tight requirements for equipment in terms of temperatures, water, and chemicals.
 Use old bed linens as chair slips or dusters.
  Employ eco-friendly chemicals wherever possible.
 Eco-friendly and biodegradable items.
 Look towards purchasing Fair Trade or organic items.
 Minimize packing by using bulk supplies and chemicals.
 Make use of moral vendors.
 Verify that the machinery is well-maintained and operating.
 Look into solar panel use.
 Repair leaks right away.

4.4.3.      Ecological Initiatives in Public Spaces

 Toilets with hot air blowers rather than paper towers.

 Covers for swimming pools to keep the heat in.
 Dispensers for chemical dosages.
 Reduce waste volume to demand fewer collections.
 A specific recycling location.

4.4.4. Waste Management

 Make arrangements for contractors, garbage collection businesses, and individual

suppliers or distributors to remove any excess paint.
 Study office supply catalogs, then distribute a list of the best non-toxic office
products that are for sale.
 Choose an environmentally friendly enzyme or bacteria cleaning method instead of
acidic drain cleaners.
 Try to find strategies to limit the entry of hazardous garbage onto the hotel's
grounds.

4.4.5.      Train staff on sustainability practices:

Training housekeeping staff on sustainability practices is crucial in ensuring the

success of environmental sustainability strategies. This can include training on the use
of eco-friendly products, proper disposal of waste, and energy-efficient practices.

5. Sales and marketing planning

5.1. Pricing policy

The number of hotel brands is drastically increasing, including local brands and
international brands since Vietnam is a potential market of the tourism industry.
Consequently, Vietnam becomes a severely competitive hotel market, which means that
to be able to compete with other hotels, ensure and maximize the business’s profit, it is
compulsory for every hotel to build reasonable pricing policies.

Sapphire Halong Hotel has various pricing policies in order to achieve different
targets. The hotel uses competitor-based pricing strategy as a competitive advantage to
attract customers. Sapphire Halong Hotel divides its room into levels that correspond with
level of services to serve different customer segmentations, therefore the hotel can
approach more customers as well as widens its market share. To be more specific, the
price of the hotel’s room is from 1,600,000 VND to 4,500,000 VND per night and above,
which is reasonable for a 5- star international hotel in Vietnam. Meanwhile, its
competitors have quite high prices, such as Sofitel Legend Metropole Hanoi has room
prices from 3,000,000 VND per night, Melia Hanoi with 2,000,000 VND per night or
more, etc.

In addition, the prices mentioned above are applied to individual customers. The
hotel has a quantity discount strategy for large customer groups. According to this policy,
any customer group that has more than 30 people (or 15 rooms) will have a 5% off per
night on each room. However, this discount is not available on holidays or special days
like Christmas, Tet holiday,…

The hotel not only has affordable prices for standard rooms but also has high
prices for luxury rooms to satisfy the customers willing to pay more for one-night stay.
The prices of Suites and President Suite in Sapphire Halong Hotel are 5,000,000 VND
and 15,000,000 VND or more in succession.

The price of the hotel services also fluctuates, depending on the time of staying.
In the high season, customers need to pay 10-20% more than low season for the same
type of room. This policy aims to ensure the quality of the service and to maximize profit
of the hotel.

5.2. Distribution Channels

       Sapphire International Hotel has 2 main distribution channels: direct and indirect
distribution channels.

5.2.1. Direct Distribution Channels

       Direct website bookings: this is the primary source for direct bookings.
Customers can look up for information such as the availability of the room, room types,
prices, other services of the hotel,… by themselves and book services easily through the
hotel’s official website www.sapphire.com without paying any additional fees.
       Direct phone bookings: by calling the hotel’s hotline, the customers can book
hotel services and ask the staff to provide any necessary information immediately.

       Besides reservation, the hotel also receives a number of walk-in guest.

5.2.2. Indirect Distribution Channels

       The hotel works with several travel agents, online travel agencies (OTAs),
tourism companies… These channels bring a significant number of guests to the hotel. 

       Metasearch sites are also important sources of approaching customers. These
sites, such as Tripadvisor, Trivago, Google Hotels, Traveloka, charge hotels and OTAs on
either a pay-per-click or commission basis for bookings. Through these sites, Sapphire
Halong Hotel can raise its reputation by having positive feedback.

5.3. Promotion

       The most important purpose that a promotion serves is that it sets a business
apart from its competitors. No business will ever need to run any promotions if there
wasn’t any competition. You have to stay ahead of your competitors in order for
customers to keep doing business with you. If there is a company that sells similar
products or services to yours, you can only make customers buy from you if you have a
special promotion going on. Of course, it is also equally important to spread the word
about promotion to the people by using several advertising and marketing methods.

Promotion is very important, aiming to let customers know about their products,
impress them and convince them to buy their products. The promotion of this product
must be associated with the quality of the product. Advertising only has power when the
product and service are of high quality, suitable for the needs of customers. Otherwise the
advertising is just a deception of the customer and surely the customer is not easily
deceived a second time. In contrast, the hotel’s housekeeping products and services are of
high quality without customers knowing the hotel's products, the hotel's business is also
ineffective.

Sapphire Halong Hotel applies some promotion activities to attract customers

such as:

5.3.1. Personalize Promotional Offers 

       We send our members one-of-a-kind deals into their inbox or directly into their
member portal. Also, making our customers feel that their experience with us is personal
will help develop their loyalty to our hotel. That experience starts with booking!
5.3.2. Award Statement Credits

       We provide money back to our customers in the form of a credit card statement to
make them feel like free money to them. Stakeholders may interpret this discount as a
means to spend an additional night with the hotel or treat themselves to one of our paid
amenities. This type of promotion also encourages more bookings because it doesn’t
require any additional action by our customer. The only thing we have to do is book a stay
with our hotel.

5.3.3. Give Branded Credit Card Holders a Rebate

       Individuals who have signed up for a credit card with our brand have
demonstrated a large commitment to our hotel. They’ve given us their social security
number and address, and even tied their credit score to our business. We offer to give our
customers back some of the points they spent when they stayed with us. Then, they can
use these points towards a future stay, which will generate even more revenue long term.

5.3.4. Buy Two, Get One Free Deal

       We give them a bonus of a free item after they’ve purchased it twice. We offer our
members a free night’s stay with the purchase of two stays. Adopting a similar promotion
at our hotel will encourage our members to visit again. They may also extend a typical
weekend trip into a three-day getaway. On another note, an extra night’s stay means
guests may pay additional for other items in our hotel such as spa services, meals in the
restaurant, and even parking.

5.3.5. Offer Bonus Points for Loyalty Programs

       We know that our customers are devoted to us; therefore, we reward them for
being so. Our hotel offers them a special promotion since they come back to us time and
time again. The notion of a loyalty program is fairly common and guests are beginning to
expect these kinds of perks, so we're offering them.

5.3.6. Offer Direct Booking Discounts

       We increase our bookings by enticing our website visitors to book with our
property directly! This tactic will not only bring us more business, it’ll also save our hotel
money because it’ll help us eliminate OTA commission fees. If our customers see that we
offer incentives by booking on our website, they will start to think of our site as the most
credible communication tool too.

5.3.7. Share our brand’s voice and story

       The key to standing out is to develop our brand’s voice and consistently share our
values to attract like-minded travelers to our property. Through social media, we tell our
brand’s story and what makes us unique – highlight our staff, origin, and behind the scene
insights. Most of the hotel's products have the name and logo of the hotel from match
bags, towels, soap to uniforms, cars of the hotel; all transaction documents in the hotel
have the hotel's logo, address, phone number, fax number, e-mail and have the hotel's
website page which is very convenient for contacting the hotel. At the bottom of the lobby
there are always leaflets printed with hotel names and symbols, introducing some basic
services to the hotel and having directions to the hotel.

5.3.8. Get active on TikTok

       TikTok is the social platform taking over the world of social media marketing. As
short-form videos rise in popularity with a shift away from perfect, polished videos,
travelers are leaning on TikTok to provide a realistic look into what to expect from their
next trip. We can easily produce short videos highlighting our property’s amenities, staff,
and local attractions while taking advantage of TikTok trends to increase relevance. Our
hotel utilizes TikToks to show off our amenities and guest experience. The comments
prove the value of TikTok, with previous guests reminiscing about their experience at our
hotel and others inquiring about how to book.

5.3.9. Building a comprehensive strategy

       Used by millions of people, social media is a powerful tool that’s constantly
evolving with new opportunities and trends for marketers. Crafting an effective social
media presence is a journey that will give the hotel an advantage over competitors and can
lead to developing lifelong loyal guests. We will start small and get active on the
platforms most used by our target demographics. Over time we can increase the frequency
of your posts and the number of active channels to build a comprehensive social media
marketing strategy.

5.3.10. Public relations

       Our hotel plans to participate in activities and social work to build a beautiful hotel
image in the public heart. This work has little immediate effect but it has a long-term
effect. In addition, guests also participate in overseas tourism exhibition associations,
which is also an opportunity to be able to advertise hotel products to the public.

5.3.11. Leverage Holidays in Other Countries

       The world is large and all cultures celebrate different holidays. Sometimes, even if
countries have a similar holiday, they are often celebrated at various times. We will
capture the attention of these international vacationers by offering them discounts. This is
a great way to fill up rooms at our property without decreasing our rates at a busy time. If
the discount becomes a part of our marketing plan each year, families may turn into
recurring customers as they include our hotel in their holiday tradition.

5.3.12. Host a Social Media Contest

       Instagram, Facebook, and Twitter are amazing platforms to use to connect with
customers. We will post photos of our beautiful property or links to our blog for our fans,
or we could spice things up and draw them in with a little friendly competition. One
approach is to craft a branded hashtag and set up a selfie station in one of the prettiest
areas of our hotel. Then, ask people to post a picture of themselves in the station on social
media and instruct them to include your hashtag to be entered to win a prize

C.CONCLUSION
In recent years, especially since the emergence of the concept of "the new normal"
after 2 years of the COVID-19 pandemic, tourism has become more and more popular.
Along with that, more and more hotels appear everywhere, even more supply than
demand. This means that hotels, especially newly opened hotels, must pay attention to
have a reasonable competitive strategy and improve service quality in order to have a
stable number of guests in the Vietnam hotel market.

This report focuses on Sapphire Ha Long Hotel, a new hotel that opened in 2018
and after that experiencing the COVID-19 pandemic in 2 years. Although it is a newly
opened hotel, with 5-star hotel standard products and services, unique highlights and a
competitive strategy to compete with hotels in the region and the same segment, this hotel
has a good source of guests.

Since the hotel opened until now, the housekeeping department of Sapphire Ha
Long hotel  has always focused on providing the best quality for guests in accordance
with 5-star hotel standards and SOPs standards set by the hotel. The report also analyzed
the hotel's market to offer the most reasonable sales and marketing strategies.
 

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2. Official website of Dulichvietnam 2019
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sắc trong quý I năm 2022.
4. General Statistics Office (15/10/2022), Dịch vụ lưu trú ăn uống và du lịch lữ hành
9 tháng năm 2022 phục hồi tích cực.
5. Thomas J. A. Jones, Ed. D., R. E. H., Professional Management of Housekeeping
Operations, FIFTH EDITION.
6. VIETNAM TOURISM OCCUPATIONAL STANDARDS Housekeeping
OPERATIONS, MINISTRY OF CULTURE, SPORTS AND TOURISM -
VIETNAM NATIONAL ADMINISTRATION OF TOURISM (VTOS).