Accommodation Service Assignment

SPEAKER NOTE
I. Accommodation Service
1. Evaluate different types of accommodation
There is no generic rule for classifying accommodation establishments over the world.
There are lots of methods to divide accommodation.
 Based on the size: large ( >100 rooms), medium (20-100 rooms), small
<20 rooms
 Location: city, airport, suburban...
 Target market: resort, commercial/business, convention
 Other types: boutique hotels, B&B, homestay, float hotel
Types
Location
Target
customers Services
provided
Level of
Service
Commer
cial
downtown,
centre of city or
business
districts
Business
travelers, or
travelers in
short days
- may include
complimentary
newspapers, morning
coffee, free local
telephone calls,
breakfast,etc
- small meeting
and function space,
banquet areas
full-service
from
midrange -
upscale
Airport Closed to
major travel
centres
business
travelers,
airline
passengers,
airline
personnel
- Transport
service between
hotels & airports is
often provided
- Offer a mix of
facilities & amenities
Budget/
Saving
Resort in the
mountains, on
an an island or
other exotic
locations with
breathtaking
scenery
-travelers
who tend to
stay longer
and want to
stay away from
the hustle and
bustle of city
- luxury
customers
-These hotels
combine stay facilities
with leisure activities
such as swimming,
golf, summer and
winter sports, etc.
- May include
some classes or
workshops such as
yoga,...
- Leisurely,
relaxed atmosphere
- pick-up service
available
Full service
Upscale -
Luxury
Suburba
n
outskirt of
city, suburban
area who prefer
to stay away
from the hustle
and bustle of
city
- provide nearly
similar facilities as city
hotel
- usually provide
full-service
smaller
properties, full-
service with
affordable price

- more space
Motel outskirts of
towns and
cities, near
highway
car/moto
travelers who
need place to
overnight
- Modest lodging
- neat & clean
accommodation
- A motel offers
facilities such as
accommodations,
food and drinks,
garage facilities, a
parking lot, and re-
fuelling for vehicles
budget/
limited
=> Conclusion:
It is due to that each accommodation service has different customer targets, they provide
ranges of services based on the demand of guests. The choice of customer will be based on
their age, characteristics, purpose for traveling and budget. For instance, with guests only
needing a place to stay overnight and want to save time for moving, they choose an airport
hotel or motel. It is also a way to save money. In addition, resorts focus on guests who want
to stay long days to have relaxation and have higher income. These services include lots of
facilities and activities for creation & entertainment. Beside that, suburban hotels also have
large space but maybe with lower prices for guests who have low - mid income. Most
services in these hotels are similar to in city ones but smaller properties. If the purpose for
traveling is business or traveling for short days, guests can choose commercial hotels with
space for meeting, banquets and lots of services for businessmen with economical price rather
than convention hotels.
2. Grading & online review systems
 Grading classifications systems:
 The Mobil Travel Guide (Forbes Travel) first grading system,
launching from 1958 & rebranded in 2009. the hotel rating system -
introduce the “star award” system. Focus rating on luxury scale,
consulted by standard advisory commitment. Vietnam has 5 hotels
awarded: Sofitel Legend Metropole Hanoi, Four Seasons resort the
Nam Hai - Hoi An, Intercontinental Danang Sun Peninsula, Park Hyatt
Saigon, The Reverie Saigon
 AAA Diamond Rating has applied a similar concept - diamond
- award, mostly use in USA, Canada, Mexico & Caribbean. It started
from 1937and the Diamond system launched from 1963
=>The assesments of hotels are conducted by “mystery shoppers” which usually consist
of industry professionals and frequent travelers.
 Vietnam National Standards
According to TCVN 4391:2015 published by Department of
Culture, Sports and Tourism.
Based on location, architecture, facilities & equipments, service
offering, servant standard, staff, security, environment, hygiene and
food safety, grading with stars, from 1 star to 5 star
 Impact of grading system
- Customer concern about Basic Registration Standard & Grading Standard dimensions.
They can see through services in hotel, environment in hotel, atmospheric elements, and

variety of hotel attributes such as hotel room, front office, breakfast, dinner, leisure &
entertainment activities, staff, cleanness, bar, park lot, luggage service, swimming pool & so
on. Customers perceived hotels rewarded highly. Therefore, they contributed enormously to
their satisfaction in spite of the fact that the influence was based on the country of residence
and could change in some aspects between different hotels.
- The grading and classification of hotels help customers recognise quality, differentiate
all levels of facilities and services and offer greater transparency - vital requirements for both
business and leisure tourists.
 Online Review sites:
 Online review sites are the web in which feedbacks and reviews are
posted by guests, business about services
 But in Vietnam, booking.com, tripadvisor, traveloka, facebook etc are popular
 Guest feedback demonstrated a substantial interaction with visitors' characteristics,
such as country and distinctive destination, in determining customer satisfaction behind rating
toward customer satisfaction assessment.
Furthermore, concerns like as value for money, sleep quality, and overall service,
as well as crucial subjective" components of their degree of pleasure with hotel
service, affected each and every one of the online reviewers. Positive internet reviews
influenced the appraisal of service quality and client happiness. Customers are also
prepared to pay more for that service. On the contrary, any unfavorable remarks
resulting from the bad experience might harm the hotel's reputation as well as the
customer's willingness to purchase.
 Photos that the guests post on facebook can make their friends curious and they’ll
save for their next trip. Or they can review their planning
 The role of FO plays in achieving positive grading, classifications : very
important
 When two strangers meet for the first time, they create first impressions of one
another. Much of it is dependent on what people observe, such as facial expressions, physical
attractiveness, and clothing. The first thing the two people notice is each other's face
expression. Because of the contact, these early visual clues might influence people's
contentment or discontent. A grin, for example, makes people feel warm and comfortable and
puts them in a good mood. Front desk employees are the first line of defense for hotels since
they influence clients' first impressions. Guests can access & review the level service of staff,
if they are friendly, have professional skills. FO needs to carry out “check - in” and “check -
out “ step with standard time and don’t let guests wait for a long time. In case, you can take
advantage of friendliness and professional skills to make them feel comfortable and keep
calm without any complaints.
 FO is the department which provides assistance to guests during their stay. FO staff
need to offer customers professional & service in order to ensure customer satisfaction. FO
can help hotels have more good ratings & reviews if they are friendly and provide
exceptional care.
3. Contribution of Accommodation
 Vietnam
- Before covid 19, in 2019, there were 22.184 accommodation establishments
with growth rate 2,7%. There were 499.305 rooms with growth rate 24,2 %. The room
occupancy rate was 52%.