topic solutions to restore hotels after the covid pandemic and attract customers v cosy hotel

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<b>FPT UNIVERSITY- CAMPUS CAN THO</b>

<b>Group Assignment [HMO102]</b>

<b>TOPIC: Solutions to restore hotels after the covid pandemic and attract customers.</b>

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<b>TABLE OF CONTENTS</b>

I. INTRODUCTION...1

II. ANALYSIS RESULTS...2

1. FRONT OFFICE - Front Office Manager – FOM...2

a) Impact of the Covid-19 pandemic...2

b) Hotel situation before and after the Covid pandemic...2

c) Solution and change business strategies...3

2. ADMINISTRATION - HUMAN RESOURCE - Human Resource Manager...3

a) Challenges in the post - Covid period...3

b) Strategy and change...4

3. SALE MARKETING - Director of Sales & Marketing...6

a) Suggested holiday strategies and programs...6

b) Measures to prevent Covid when attending...7

III. CONCLUSION...8

IV. REFERENCES...8

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<b> </b>

<b>I. INTRODUCTION</b>

From the end of 2019 until now, the world is suffering from great health andeconomic impacts due to the Covid-19 Pandemic. The Covid-19 pandemic with manycomplicated developments has greatly impacted the economic activities of countriesaround the globe. It is possible to see companies experiencing economic stagnation ordecline due to prolonged budget shortfalls thereby falling into a severe recession.

All the effects of the Covid-19 pandemic on Cosy hotel are no exception. Cosy Hotel isknown as a 5-star hotel with a number of rooms up to 317 rooms, 112 luxury resortapartments, and 4 unique villas. Coming to Cosy Hotel, guests not only enjoy the hotel'secosystem but also enjoy the excellent service facilities of this beautiful 5-star resort.This place has a very comfortable area, so the rooms at the hotel have a very large areasuitable for full amenities of guests staying here. The resort was built at the location ofBai Truong, Phu Quoc, Kien Giang province, where there is a harmonious combinationof rich natural scenery along with the rusticity of the locals, which is a famous touristdestination. best in Vietnam. However, it can be said that the Covid-19 epidemic hasaffected the entire economy of the hotel. The challenges faced by Cosy hotels includechanging personnel, reducing the number of guests staying, customers cancelingcontracts, organizing operations during the pandemic delay, etc. Therefore, in the face ofthe difficult situation of the pandemic, hotel controllers always have to make every effortto stay on top of and grasp the changing situations in the hotel as well as the challengesthat may affect their hotels due to the Covid-19 pandemic.

Especially the Covid-19 pandemic is a shock to Cosy hotels in the tourism business inVietnam, but also seriously affects the whole world. In recent times, the tourism industryhas faced a severe impact from the pandemic as the decline in investment in theproduction of goods and services has caused record declines in the number of domesticand foreign tourists. country. According to the General Statistics Office in 2020, Vietnamhas suffered heavy losses in terms of the decrease in the number of international anddomestic tourists, in 2020 the total number of guests staying for service will reach 97.3million the number of visitors, down 44% from the previous year, the number of touristsserved by travel agencies was 3.7 million visitors, down 80.1% and international arrivalsdecreased by 78.7% over the previous year and The number of domestic tourists alsodecreased significantly with 43.2% (TCTK 2021).

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Therefore, the answer will be analyzed and deployed more clearly from importantdepartments in the Cozy hotel with the challenges faced by the Cozy hotel, therebymaking policies to attract customers and implementing the best solutions plan for theupcoming special holidays, especially solutions to help the hotel grow and survive duringthe Covid-19 pandemic.

<b>II. ANALYSIS RESULTS.</b>

<b>1. FRONT OFFICE - Front Office Manager – FOMa) Impact of the Covid-19 pandemic.</b>

We can see that the tourism and hotel market in Vietnam plays an important role in thenational economic development and is an important market segment of the largedeveloping cities in Vietnam. (Le Mong Thuy, 2021). During the period of strongdevelopment of hotel tourism, the hotel's reception department is always in a state of fulloperation because of the number of tourists checking in and checking out continuously.However, in nearly a year of traveling here, the hotel tourism industry is entering adifficult period due to the covid-19 pandemic. We could see a sharp drop in touristarrivals, accommodation services, tour operators and travel services shutting down ortemporarily closing as most international and domestic flights are cancelled or significantdisruption due to travel restrictions. The occupancy rate of accommodation services isabout 20% in 2020 and less than 10% in 2021. (Le Mong Thuy, 2021). In 2020, due tothe impact of the Covid-19 epidemic, Vietnam only received 3.7 million internationalvisitors, down 80% compared to 2019; 56 million domestic visitors, down 34% and totaltourism revenue was only 312,000 billion VND, down by nearly 60%. In the first 8months of 2021, domestic tourists continued to decrease by 5.5% over the same period in2020, reaching 31.2 million visitors; total revenue from tourists decreased by 37% overthe same period in 2020. (Minh Khanh. 2021).

<b>b) Hotel situation before and after the Covid pandemic.</b>

The situation of the hotel before and after covid has changed greatly.

First, we can see that the number of tourists coming to Phu Quoc in the period before2020 is very large, the number of booking guests increases, especially on holidays orholidays. The number of tourists to Kien Giang increased on average by over 19%/year,of which international arrivals increased by over 30%/year on average, total revenue fromtourism increased by over 26%/year on average. (Hoang Giang, 2021).

Secondly, before the Covid-19 epidemic happened, the number of tourists coming tocheck-in at the counter was more than the number of tourists checking in via the app. Thenumber of tourists coming to stay at the hotel is always crowded, the hotel is always in astate of full rooms. During the covid period, the number of tourists decreased, causinghotel revenue to drop to negative numbers, while the pandemic broke out that the hotelcould not open greatly affecting revenue.

In the period of 2013-2019, the competition of hotels is very great, because the number ofdomestic and foreign tourists coming to Phu Quoc is very high, Phu Quoc attracts touristsby its natural beauty along with its natural beauty. With the strong development of hotels

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and accommodation systems here, the number of tourists coming to hotels increasesbecause Phu Quoc's airport system increases transportation capacity by 60%, also fromwhich competition appears of local large and small hotels.

However, small-scale and substandard hotel systems only capture a small number oftourists. At the present time, the tourism and hotel industry is being supported andpromoted by the state to achieve its goals compared to before the covid epidemic. Afterthe covid pandemic, Kien Giang province piloted welcoming international guests to PhuQuoc in the spirit of ensuring absolute safety for the health of people on the island Beforepiloting, it is necessary to inject 2 doses of COVID-19 vaccine to create antibodies for allpeople, including workers working on the island. (Hong Dat, 2021).

<b>c) Solution and change business strategies.</b>

As now, the demand for travel and relaxation of tourists has decreased, although theepidemic situation has decreased, some tourists are still afraid to communicate with thecommunity, so the hotel has new measures help customers have a new perception therebyattracting more customers. The hotel will set goals after the covid pandemic andimplement small programs to attract customers when checking in at the counter. Inaddition, the hotel also offers new business strategies that not only attract customers butalso bring profits in the long run.

Firstly, during the epidemic period, most people work from home, which causesboredom and customers want to find a new working environment, understand the needsof the hotel guests provided. provide customers with convenient services like at homesuch as stable internet connection, private working space, in addition, the hotel willprovide customers' dining utensils right in the room and other facilities guestentertainment services.

Second, the hotel maintains the interaction between the hotel and the customer butlimits the contact. Although the hotel has limited contact with the customer, the hotel stillgives customers the closeness, concern and care. Sincere ways come from the hotel suchas sending emails to see if customers are satisfied with the hotel's services or givingcustomers small gifts, souvenirs, in addition the hotel also writes handwritten letters toindividually to each customer, that helps customers feel satisfied and leaves a goodimpression in the hearts of customers.

<b>2. ADMINISTRATION - HUMAN RESOURCE - Human Resource Manager.</b>

<b>a) Challenges in the post - Covid period.</b>

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It is no exaggeration to say that Vietnam's hotel and tourism industry has faced anunprecedented "crisis". From the first months of 2020 until now. Localities stop or reducefestival activities, especially festivals with a large number of people and tourists, and stoporganizing cultural, artistic, celebration, and entertainment programs, entertainment-focused on epidemic prevention. Although now, the epidemic situation has beencontrolled, the tourism industry is also trying to overcome it, but it is still not reallystrong. Because, the tourism industry has been ordered by governments to limit domesticand international flights to limit the spread of disease, while domestic tourism demand istoo little. The occupancy rate of accommodation services is about 20% in 2020 and lessthan 10% in 2021 Error: Reference source not found This forces many accommodation.

businesses that want to have guests apply promotions and discounts to maintainoperations and pay mandatory expenses. Not only that, many hotels have had to suspendoperations. Surely no one has ever thought that there will be a day when the tourism hotelindustry will have to close because there are no guests, and employees in the industryhave no more work to do. The Covid-19 pandemic has been wreaking havoc on theeconomy. And tourism is one of the hardest-hit industries. Many establishments becauseof no or too few customers had to close, employees were cut shifts, unemployed.

About the Cosy hotel, the hotel had to close for a long time due to the government'sdirective 16. According to this directive, service businesses must temporarily stopoperating. Only places that sell essential goods and services are allowed to open Error:Reference source not found. This has made the hotel unable to have revenue, even at aloss. Besides, the tourism industry has entered the second year of facing crises caused byCovid-19, but the consequences are still extremely heavy. Along with many localitiesacross the country, Phu Quoc has repeatedly had to stop non-essential activities, manyevents and festivals have to be canceled. That also greatly affects the Cosy hotel, becausePhu Quoc is where the Cosy hotel is located. In addition, during the pandemic, hotel staffwere forced to quit their jobs and receive a meager amount of support. While the dailyliving expenses still have to be covered, many hotel workers love and want to stay withthe business, but they don't see a viable signal for reopening forcing them to think ofabandonment or change jobs, switching completely to new fields or occupations that arenot too affected by the epidemic.

<b> Strategy and change.</b>

Now, when the pandemic has turned in a positive direction, the Cosy hotel also has its

<b>own plans. First, let's talk about the strategies that hotels are implementing in the new</b>

normal. Although the epidemic has been somewhat controlled, it cannot be said thatpeople are no longer afraid. Therefore, our hotel has also developed new strategies to

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ensure the peace of mind of guests even while traveling. Including the strategy of"interacting but limiting contact".Many accommodation establishments are nowimplementing "self-check-in" or contactless check-in, to ensure the safety of bothcustomers and staff. However, it is still important to provide an intimate and warmexperience for guests, helping them feel cared for and cared for and have a comfortablestay at home. So, to continue to promote safety but still actively help visitors, we havesent customers handwritten letters, small gifts to welcome them. Useful local knowledgeor kind regards through handwritten letters and sent individually to each guest will surelyleave many good impressions. In addition, the current technological equipment is alsoapplied a lot in the hotel - tourism industry. Therefore, Cosy Hotel has applied Chatbots(automatic talking) tool, becoming an extremely effective consultant for visitors.Customers are often very impatient with their questions, while human resources arelimited. Chatbots can answer customer inquiries almost instantly and regardless of day ornight. With that superiority, Chatbots help businesses reduce labor costs and increasework efficiency. Popular booking site Booking.com says that in less than 5 minutes, itsChatbots tool can answer 30% of common customer questions like "What's the weatherlike there?" or "What can I play with $200?" Error: Reference source not found. Not onlyanswering but Chatbot will provide full information about flights, rental cars, itineraries,even suggesting new activities during the trip. Besides, after the outbreak of thepandemic, it can be said that keeping healthy is one of the top priorities and many peoplewant to continue to keep their exercise habits even while traveling or traveling for work.Therefore, providing simple exercise equipment such as yoga mats, jumping ropes orsmall weights in the room will help the accommodation be preferred by tourists who havea habit of exercising regularly.

Although the tourism industry has recovered, many professional and skilled personnelhave moved to another, more stable establishment, even no longer wanting to stick withthe profession. That's why we decided to spend time, effort and money on training newemployees. Not only training with professional knowledge and skills, but we also trainwith love, enthusiasm, professionalism, and professional ethics. Because, in addition tofacilities and services, human resources are the main factor that helps the hotel businesssucceed or not.

In addition, the hotel will also increase sustainability, the application of sustainableactivities will help increase the experience for guests. It is not necessary to invest a lot ofmoney, just a few small changes in the direction of sustainability have brought greatresults. In particular, the use of environmentally friendly and sustainable materials iscurrently a necessity for business establishments Error: Reference source not found.Therefore, Cosy Hotel has used bamboo items such as cups, forks, etc. In addition, limitthe use of plastic, nylon, or non-recyclable items. We also decided to regularly update

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sustainability information on the media, and consult the guidelines on sustainable tourismin 5 categories: waste, energy, greenhouse gas, water, support local communities andprotect the environment.

3. <b>SALE MARKETING Director of Sales & Marketing. - </b>

<b> Suggested holiday strategies and programs.</b>

Before that, the Covid 19 pandemic caused a serious crisis for the tourism industry.Recreational activities or festivals have been ordered to close, tourist attractions are alsoaffected. Hotels have been overwhelmed by the number of cancellations. Hotels are notunder great pressure, many hotels have to close because of financial losses. According toa report by PhocusWire use data of Smith Travel Research, as of March 21, 2020,occupancy has decreased by 96% in Italy, 68% in China, 67% in the UK and 59% in theUS compared to 2019.Error: Reference source not found, This is considered a memorialof the du company calendar and hotel. By the end of 2021, thanks to the vaccine, thedisease has improved, recreational activities are gradually restored but still limited.

People have gone through a severe crisis, so their financial input is also affected, but inorder to match the travel budget of tourists, the Marketing and sales department has spenta lot of effort as well as The hotel department has opened a meeting on how to attractguests back to the tourism industry, the marketing department has come up with areasonable marketing plan and strategy for the upcoming period.

The first, A matter of media. We need to advertise our hotel, have the full right to usemedia channels to inform guests that our hotel is back in operation with special offers inthe upcoming holiday, guests. Our hotel offers discount vouchers if you book a packagewith airport transfers. to differentiate the hotel from the hotels of its competitors. With thediversity of the hotel industry, innovation is needed to treat the new generation oftravelers. known as Generation Z. According to some reports, Generation Z is about toovertake Millenials in terms of population numbers. According to Forbes, Gen Z usage indirect spending is between $29 billion and $143 billion. Along with that, youth tourismhas also become the fastest growing sector in the tourism industry. Therefore, the hotelmarket needs to adopt tremendous changes based on the likes and dislikes of the newgeneration.

The second, Our hotel has a free outdoor party for guests who book a package, outdooractivities will be held by the private pool with young bands to make the atmosphere morelively. Continuing to be the understanding of customers' wishes and showing thehospitality of the staff, in order to retain customers, it is necessary to pay attention to theneeds of customers.

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The third, The Understanding the diverse specific wants of customers, the employees ofthe departments should coordinate with each other, take care of satisfying the needs ofcustomers, in addition, should contact with customers to maintain customer satisfaction.

Continuing to be Maintaining the relationship between customers and staff, this helpsthe hotel better understand the needs of customers and also leaves an impression oncustomers in the next resort. For customers who come to the hotel for the first time orbook online, the hotel should directly contact customers via email with actual photos ofthe hotel, this will help customers trust more. The hotel also opens a review board forguests who have stayed at the hotel so that guests who have not stayed can refer to thereviews and review about the hotel. customer reviews about the hotel, helping the hotel'sservice quality gradually improve.

If the service situation is stable, the quality of customers traveling a lot, to make adifference for the hotel, it is recommended to post an advertisement with a bookingvoucher in a favorable time frame to be able to receive priorities from customers. Hotelssuch as tram services carry tourists around the city, giving them priority as a voucher forbreakfast in the room without having to go down to the hotel's restaurant.

In addition, if you have already attracted customers, then you need to retain them usingspecial hotel methods. Sustainability is integral to the hotel's upcoming agenda. Therewill be articles on the hotel's fanpage about sustainability such as letting visitorsexperience the free tram ride around the city instead of tourists renting a car outside. Thehotel also organizes holiday gifts to attract customers, gifts made with recycled materialssuch as reusable vases or straws made of grass, although only for small gifts. It is enoughto make those who love environmental protection also become excited.

<b>b) Measures to prevent Covid when attending.</b>

During the epidemic, customers are worried about their health and the risk of infection,but because they have been at home for too long, the psychology of tourists wants totravel but still ensures safety, so the hotel should book Health protection comes first inmodel activities, supporting quick covid test at the hotel's lounge, but still keeping the 5Krule, customers will be given a check-in time with a quick test ticket. covid, if you have anegative test, you will be able to check in at the front desk. Hotel guests can trust that thehotel is taking the necessary steps to protect the health of their guests, maintaining 5Ksteps to keep guests and hotel employees safe. activities that the hotel will deploy in thenear future to build and maintain long-term trust for visitors to stay at the hotel, this issensitive and important at the present time.

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<b>III. CONCLUSION. </b>

In summary, the activities of the hotel are analyzed in detail. In this discussion section,there essentially is a lot about the situation of Cozy Hotel after the epidemic, anddepartments in the Cozy hotel such as Front Office Manager – FOM, Administration –Human Resource, Human Resource Manager, and finally Sales & Marketing and Directorof Sales & Marketing of Cozy hotel. According to Nikolis, nearly every aspect of thehospitality industry has human resources and sustainability issues. . Therefore, theAdministration Human Resource and sustainability of the hotel are essential for any hotelin achieving certain objectives. The Human Resource Manager of the hotel, themanagement of personnel, and the manageable sustainability and presence of the hotel.This can clearly demonstrate the importance of Administration Human Resource as wellas the sustainability of the hotel.

In the management structure of Cozy hotel has added a marketing sales department, anyhotel also has a Sales department. however, Every hotel should be the most focused andinvest thoroughly in this department. Since each department is a different task. Therefore,the hotel restricts the inclusion of the marketing department in the business departmentand the efficiency will not be high. Besides, the hotel should thoroughly train personneland sleep management teams, because in a competitive environment after the epidemicand especially on the holidays of Liberation Day and International Workers’ Day in avery big way. There will be a risk of surpassing some large hotels such as Vipearl andMuong Thanh, especially many large hotel groups investing in Vietnamese markets in asubtle way. In addition, some of the environmental and human resources are limited,some issues of water-saving waste, and electrical energy management policies. However,at present, the hotel always puts the environment and human resources first. Therefore, acozy hotel will develop and take care of these issues. But, there is no denying that Cozyhotel has a great influence on Vietnam. It is a hotel that always preserves the traditionalbeauty, customs, and culture of Vietnam to foreign visitors on the holiday of LiberationDay and International Workers’ Day. In the future, Cozy Hotel will continue to developsustainably, contributing to the increasingly strong development of Vietnam's tourist-hotel industry, bringing Vietnam to a higher level with other countries in the world.