MONEY TEAM – 18BHMV01

REPORT COURSEWORK
Student’s Name & ID No #

Nguyễn Huỳnh Bảo Ngân – 1811545109
Trần Thành Tiền – 1811547254
Ngô Thanh Phong – 1800005699
Phạm Thị Tuyết Nhung – 1811544627
Vũ Đức Nguyên Trung - 1811545896

Unit Number and Title

Room Division Management

Assignment – Final Report

Final Report – Group Assignment

Assessor

Mr. Rok Pintar

Submission Deadline

31/08/2021

Proportion of Coursework

50%

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

For Official Use
Coursework / Assignment received by: ……………..…………………………
Date: ……………………….

Instructor’s Grade
Mark Achieved: …………………………………………..Date: ……………………………

August 31, 2021

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MONEY TEAM – 18BHMV01

EXECUTIVE SUMMARY
You are a newly-employed Front
Office staff in a Beach Resort situated in
Vietnam. The resort is targeting at 18 to 35
years old guests who are looking for a relaxing stay at this new Beach Resort.
You have to work alongside with your new colleagues to set-up the department
and prepare to train new Front Office staff.
This report has seven sections, it combines :
Design the new Beach Resort logo and name
Draw up a new Front Office Department organization structure, stating all
positions required in your new department, with explanation on the number
of staff required
Design the Beach Resort namecard

Draw up a floor layout on the front office department, stating the locations
of the various counters with number of staff manning the counters for the
following
Design a new Registration Card for your Beach Resort guests
Design a new Welcome Letter for your Beach Resort guests
Design a Grooming “Attire Standard Operating Procedures” for the Front
Office department, including a photo of how your Front Office staff should
be attired and groomed

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MONEY TEAM – 18BHMV01

Contents
EXECUTIVE SUMMARY........................................................................ 2
 THE VENUS RESORT  .................................................................... 4
I. Design the new Beach Resort logo and name. .......................................... 4
1. Logo ? ...................................................................................................... 5
2. The meaning of the logo ......................................................................... 5
II. Develop a new Front Office organizational structure, outlining all the
positions required in your new department, with an explanation of the
number of staff needed. ................................................................................... 5
III. Design the Beach Resort namecard. ...................................................... 7
IV. Draw up a floor layout on the front office department, stating the
locations of the various counters with number of staff manning the counters
for the following (where applicable): .............................................................. 8
V. Design a new Registration Card for your Beach Resort guests. .............. 9

1. What is a guest registration card ? ........................................................ 9
2. Design a new Registration Card .......................................................... 10
VI.

Design a new Welcome Letter for your Beach Resort guests. ............ 12

1. What is a Welcome letter? ................................................................... 12
2. Why should hotels use welcome letter? ............................................... 12
3. Design a new Welcome Letter .............................................................. 12
VII. Design a Grooming “Attire Standard Operating Procedures” for the
Front Office department, including a photo of how your Front Office staff
should be attired and groomed. ..................................................................... 14
WORD SHEET ........................................................................................ 18

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MONEY TEAM – 18BHMV01

 THE VENUS RESORT 
 Location : Tam Coc Cave – Bich Dong, Ninh Binh
Telephone : 012 345 678

Fax: Venusresortninhbinh

Email:

Website: http://venusresort/.


Facebook : Venus Resort
Welcome to Venus Resort. Everyone deserves a break. Venus Resort will
be a great choice for visitors to Ninh Binh looking for rest and relaxation. Well
known for its romantic atmosphere, and proximity to delicious restaurants and
attractions, Venus Resort Ninh Binh helps you enjoy the best of Ninh Binh.
Guest rooms offer amenities such as a flat screen TV, air conditioning, and
a refrigerator, and guests can go online with free wifi offered by the resort.
Venus Resort features room service and a concierge, to help make your
visit even more pleasant. The hotel also offers a swimming pool and breakfast.
Venus Resort will definitely make your trip to Ninh Binh unforgettable.
I.

Design the new Beach Resort logo and name.

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MONEY TEAM – 18BHMV01

1. Logo ?
A logo is an aesthetic visual signal with a complete structure containing a
conspicuous amount of information expressing the operational capacity of a
company, organization, an activity (competition, movement, ...) or a group board.
2. The meaning of the logo
Looking at the whole from the inside out, it can be seen that the circle
surrounds with the message of superiority, perfection and always gives the viewer
a sense of trust in it.

Look inside with images of palm trees, sea, and sun, with images
reminiscent of a typical coastal painting reminiscent of colorful images. The
green of the palm tree , the blue of the sea and the sunshine of the sun represent
our distinctive brand . Venus 
II.

Develop a new Front Office organizational structure, outlining all
the positions required in your new department, with an explanation
of the number of staff needed.

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MONEY TEAM – 18BHMV01

Stating all positions required in your new department
 Front Office Manage
 Assistant Front Office Manager
 Front Office Supervisor
 Telephone Operator
 Information hay Business Center
 Receptionist
 FO Cashier
 Lobby Manager
 Bellman Captain
 Bell boys
 Door Attendant
 Guest Relation Officer

 Reservation Manager
Concierge: there are 3 shifts, each shift has 1 doorman, 2 bellmen and 1 concierge
going to office hours.
Guest service agent: there are 3 shifts, each shift has 4 employees and 1 duty
manager. Night shift has only 2 receptionists and 1 night audit.
Executive Floor: there are 2 shifts, 2 people per shift and only work until 10pm.
Operator : has 2 morning and afternoon shifts, 1 morning shift and 1 afternoon
shift. Particularly for the night shift, the receptionist will be in charge.
Business center: there are 2 people, 1 person per shift. On Sunday, only 1 person
went to the administrative shift. Business center employees do not work night
shifts.
Airport Rep: Pick up passengers at the airport with the same driver with 2 shifts
in the afternoon, 1 person in each shift.

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MONEY TEAM – 18BHMV01

Driver: there are 2 shifts, 1 person per shift. The driver will be managed and
coordinated by Concierge.
Reservation: 2 people per shift, including 2 shifts and 1 staff member to go to
administrative shifts and weekends Saturday & Sunday.
Total : About 40 people
III.

Design the Beach Resort namecard.


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MONEY TEAM – 18BHMV01

As you all know a day you go through a lot of things so our memory, no
matter how good, is not necessarily able to store all the information just through
word of mouth experienced that day, so name Card or business card is also one
of the branding strategies, it will help us to quickly store the information of a new
friend or a business partner, especially a potential customer.
Name card is a small publication in the brand identity but has great
meaning in communication, the business card will introduce who you are, where
you are, what your position is....When you come to see the customer after the
greeting. ask. So simple, but without it, you will become unprofessional and lose
confidence.
IV.

Draw up a floor layout on the front office department, stating the
locations of the various counters with number of staff manning the
counters for the following (where applicable):

a. Check-in Counter
b. Check-out Counter
c. Bell Desk Counter
d. Concierge Counter
e. Security Counter
f. Any other counters needed for your hotel


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MONEY TEAM – 18BHMV01

Check-in (out) Counter + Bell desk total 4 people
Concierge Counter total 1 people
Minibar total 4 people
Kitchen total 5 people
V.

Design a new Registration Card for your Beach Resort guests.

1. What is a guest registration card ?
After the guest arrives at the hotel, the front desk agent creates a guest
registration record in order to collect important guest information like full name,
address, date of birth, email, telephone number, company name, passport and visa
details etc.
Registration card may also include details of the reservations like room
type, room rate, billing instructions, arrival and departure date etc. Regcard also
include ‘Management policies’ to which the guest has to accept and sign on the
space provided for the same. In some countries, it is a legal requirement to have
the guest signature on the registration card.
Even in hotels with fully automated front office management systems
guests may be asked to sign on the pre-printed registration card on arrival as a
legal requirement.

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MONEY TEAM – 18BHMV01

2. Design a new Registration Card

REGISTRATION CARD
Guest name : (Capitals )
Designation :
Organization :
Address

:

Birth Day :

Anniversary

:

Arrived From

:

Arrived Date

:


/ /

Time

:

:

Departure Date :

/ /

Time

:

:

Purpose of Visit

:

Mode of Payment :
Credit Card No. :

Proceeding To :

Tourist / Holiday

Conference


Group

Business

Cash

Company

Credit Card

Expiry Date :

Terms and Condition :1)
2)
3)
4)
5)
6)
GUEST'S
SIGNATURE

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MONEY TEAM – 18BHMV01

Reservation

FOR FOREIGNERS ONLY
NATIONALITY :
PASSPORT No. / REG. CERT. No. :
DATE OF ISSUE / EXPIRY DATE

:

DATE OF ARRIVAL IN INDIA

:

VISA

No.

:

DATE

OF ISSUE / EXPIRY DATE :
YES

WHETHER EMPLOYED IN INDIA

NO

PROPOSED DURATION OF STAY IN INDIA :
FOR HOTEL USE :
ROOM No :


ROOM TYPE :

ROOM RATE :
ADULTS

:

CHILDREN :

NEWSPAPER :

0
YES

EXTRA BED :

0

NO

BOOKED BY
BILLING INSTRUCTIONS / ADDRESS :

Receptionist

Duty Manager

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MONEY TEAM – 18BHMV01

VI.

Design a new Welcome Letter for your Beach Resort guests.

1. What is a Welcome letter?

They are a welcome letter to guests upon arrival at the hotel. Often these
letters will be printed and placed on the table, bed or automatically displayed on
the television when the guest arrives to check in.
The welcome letter is usually signed by the General Manager or the hotel
manager.
2. Why should hotels use welcome letter?
Using a greeting letter is one of the trends to improve the service quality
of the hotel. Customers who receive the “welcome letter” will clearly feel the
respect and warm welcome from the hotel. This also shows the dedicated and
professional service of the accommodation establishment.
3. Design a new Welcome Letter

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MONEY TEAM – 18BHMV01

Venus Resort 

Tam Coc Cave – Bich Dong, Ninh Binh

Telephone : 012 345 678
Email:

Fax: Venusresortninhbinh
Website: http://venusresort/.

Facebook : Venus Resort
(Date) : …………………………
Dear (Guest Name) : …………………………………………….
We are delighted that you have selected Venus Resort.
On behalf of all hotel staff, I extend you a very warm welcome and trust
your stay with us will be both enjoyable and comfortable.
Specific information about the hotel services and facilities which are
detailed in the booklet, placed on the writing table in your room.
If you need help or have any specific requirements, please do not hesitate
to contact us on extension ………
With best regards
Hotel Manager

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MONEY TEAM – 18BHMV01

VII. Design a Grooming “Attire Standard Operating Procedures” for
the Front Office department, including a photo of how your Front

Office staff should be attired and groomed.
Reception can be seen as the "face" of the hotel. They are the ones who
interact the most with customers. In addition to the service attitude,
communication ability, warm and friendly gestures, etc., an extremely important
factor that managers often ignore or do not pay attention to is the dress - uniform
of the receptionist. hotel.
Three processes of dress-up of the receptionist
1.

Choose colors when designing hotel receptionist uniforms
Color is the first highlight when a customer meets the front desk. To get an

impression, many hotels have spent a lot of money to design unique and

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MONEY TEAM – 18BHMV01

impressive reception costumes. For hotel reception costumes, the color is more
necessary than simplicity, sophistication but still formal and polite.
 Simple: Using 1-2 colors on an outfit to help customers not be confused
when looking at the receptionist
 Subtle: Is a color combination between the main color and the secondary
color to help adorn the outfit more eye-catching, with more emphasis.
 Formal, polite: Use gentle colors, mainly cold colors: black, gray, blue...
2.


Fabrics for reception uniforms
With the feature of always having to travel, receive hundreds of customers

every day, take notes, answer the phone, work with computers, a hotel
receptionist needs comfort in all daily activities.
Some important criteria about the fabric of the reception clothes need to be
achieved:
 Cool: The fabric is stretchy and sweat-absorbent, which will help the
receptionist always feel confident when welcoming and meeting
customers.
 Wrinkle-free: Clothes that are always flat and wrinkled will help
employees feel confident at all times and also help save time ironing
uniforms.
 Do not fade: Uniforms are more durable when choosing quality fabrics, do
not fade, spread details on the clothes.
3.

The style of the hotel reception uniform

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MONEY TEAM – 18BHMV01

3.1.

Hotel receptionist uniform style office uniform.


This uniform brings a modern and luxurious look with a vest and skirt

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MONEY TEAM – 18BHMV01

3.2

Hotel receptionist uniform style Ao Dai reception.
Ao Dai is a traditional Vietnamese costume that is often chosen by hotels

for reception staff. The stylized Ao Dai is more suitable for the wearer to create
femininity, grace and affection.

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MONEY TEAM – 18BHMV01

WORD SHEET
Name

Word

Completion

level

Nguyễn Huỳnh Bảo Ngân

- Write the Word Report

1811545109

- Design a new Registration
Card

for

your

100%

Beach

Resort guests
- Design a new Welcome
Letter for your Beach
Resort guests.
Trần Thành Tiền
1811547254

- Design the new Beach

100%


Resort logo and name
- Draw up a new Front
Office Department
organization structure

Ngô Thanh Phong
1800005699

- Design the Beach Resort

100%

namecard.
- Make PowerPoint

Phạm Thị Tuyết Nhung
1811544627

- Design a Grooming

100%

“Attire Standard
Operating Procedures” for
the Front Office
department

Vũ Đức Nguyên Trung
1811545896


- Draw up a floor layout on

100%

the front office department

August 31, 2021

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