HUMAN RESOURCES MANAGEMENT

IN HOTEL BUSINESS
Group 4
TABLE OF CONTENTS

INTRODUCTION OF 3 HOTEL GROUPS

HUMAN RESOURCES STRATEGY

RECRUITMENT AND SELECTION

TRAINING AND DEVELOPMENT

STRATEGIC FIT, COMPETITIVE ADVANTAGES AND

DISTINCTIVE CAPAPILITIES

KEY EMERGING CHALLENGES

2
 01

INTRODUCTION
Muong Thanh has been among the most
favourable hotels in Vietnam,proudly to be
the hotel group which was originated in
Vietnam and exposes the beauty of
Vietnamese culture & people.
Marriott International is the world's largest hotel company based in
Bethesda, Maryland, USA, with more than 6,000 properties in 122
countries and reported revenues of nearly $14 billion in fiscal year 2015.
InterContinental Hotels Group PLC, informally
InterContinental Hotels or IHG, is a British multinational
hotels company headquartered in Denham, UK. IHG has
over 766,000 rooms and 5,174 hotels across nearly 100
countries
 02
Human Resources
Strategies
 02 HR Strategies of Muong Thanh Hotel, VN
Profitability

Customer
satisfaction

Staff adds value Professional

Build a family training and study
culture foreign hotel
Qualifications Experiences Responsibilities models

Recruit local
candidates

Staff demonstrates
the cultural identity of
the region Strategy map of Muong
Thanh Hotel 8
02 HR Strategies of Marriot Hotel, US

It greatly frames the employee talent and

gives value to the ideas and innovations
Talent brought forward
managementz

Focuse on open door policies which

Employee helps in giving voice to the employees
engagement

Employee empowerment Let the employees connect with the situations

Listening actively

9
02 Intercontinental Hotel, UK
Room to
have
great Leadership
start
program
Coperate
talent

Building
Room Room to the right
Room for
you to be be skills
yourself involved

Room to Winning culture

grow framework

10
Conclusion: Human resources strategy

1. Muong Thanh: Use selected staffs from

the locality to build a hotel with professional training

2. Marriot Hotel: Take care of the associates,

associates will take care of you

3. Intercontinental: "4 Room" principle

 03

Recruitment & Selection

03 Recruitment & Selection Muong Thanh Hotel

+35M
+3M Lorem ipsum dolor +6M
Receceiving 15M +13M
Post recruitment
amet, consectetur applications Direct
information (offficial
adipisicing elit, sed
website)
do eiusmod tempor. (qualifications, Interview
experiences)

13
03 Recruitment & Selection Marriot Hotel

Post recruitment
information Receiving
Direct inteview
(online and applications
newspaper)

Written test and

Get promotion Physical tests Group
Discussion

14
03 Recruitment & Selection IGH Hotel

Post recruitment Receiving Telephone

Aptitude test
information applications interview

Skills and
Final direct knowledge test Psychological
Get promotion
interview (based on body test
language)

15
 Conclusion: Recruitment & selection
Differences in the way of recruitment:

Muong Thanh Hotel requires a lot of

Similarities in the way of recruitment:
qualifications, experience and
responsibilities of applicants.
The recruitment process takes place
on many different channels
Marriot focuses on tests such as written
tests, group discussions, and physical
All companies use both internal and
exam requirements
external sources of recruitment.
IGH Hotel requires two types of interviews:
telephone interviews and face-to-face
interviews, and through tests.

16
 04

Traning and developing

Similar points in Training & Development
1. Aim to bring the best values to their staffs

2. Design specific training programs

- Muong Thanh Group: Developing the internal staffs/
mentoring process; internal standard; internal supervisor /
secret customers

- Marriott: New hire orientation program; International

hourly training

- Intercontinental: Series of inter-connected activities

18
Differences in Training & Development

1 Muong Thanh
Focus on building the culture and style of working for
employees, which is based on the Vietnamese
characteristics

2 Marriott
Own the professional training program with specific
outcomes for staffs at different levels

3 Intercontinental
Focus on experiences of employees and motivates them
to follow on training & developing route.

19
 05

Pay and benefits

 06
Strategic Fit
I Muong Thanh Hotel

+3M +6M 15M

22
I Muong Thanh Hotel
focused strategy

Muong Thanh
strategy of product
pursues three differentiation.
main strategy:

the lowest cost

strategy

23
II Marriott International hotel
The strategies of Marriott International hotel :

D i ffe re nt i ate d Cost

Ta rge t i n g Leadership
S t rate g y Strategy

24
III Intercontinental hotel

Intercontinental hotel focus on the European market. They visited three of

our priority markets in the region, UK (London), Germany (Frankfurt and
Berlin) and Russia (Moscow).

25
 III Intercontinental hotel

Strengthening diverse portfolio building scale in key markets

of differentiated brands

Their strategy
for high-quality
growth

creating lifetime guest

relationships
delivering revenue to hotels through
the lowest-cost, direct channels

26
III Intercontinental hotel

focus on the most attractive, high-

growth markets and industry
segments
They
execute an
asset-light
strategy
ensure all of their actions are
undertaken responsibly

27
 07

Competitive advantages
 Muong Thanh

Professional and modern services

Refection of Vietnamese culture through
the branding, images, building design,
the manners of employees, services,
01
Marriott

Have strong brand name with pricing power, customer

preference.
A proven business model of managing and franchising
03 hotels rather than owning them

Intercontinental
Brand name with pricing power,
02 Long dating contracts and scale in a very
fragmented industry
 08

Distinctive Capabilities
 Muong Thanh Group
Sustainable development into
economic group of multi-branch
operation in the fields of Tourism, the
Construction and Investigation,
Entertainment Education & Health
Making good social work: developing
talents for the country, contributing
to socio-economic development for
the country and the capital Hanoi.
Marriott Hotel
High brand recognition and recall
Technical innovations to improve
customer experiences and Constant
upgrade of business processes
Good employee retention with a total
workforce of 150,000
Has over 3700 hotels and resorts in
over 70 countries
Various brands range from attainable
to aspirational
USP: Global market leadership
Intercontinental
Strong quality services
take advantage of increasing
business and leisure travel
globally
a strong management base
resulting in the long-term growth
and success of the company
Strong Branding images
 09

Key emerging challenges:

Ethic and social responsibilities
 Three emerging challenges

The level of competition is higher even though hotel
brands come from different continents. For example, because
the hotel and resort systems of these three brands appear in
most of the famous tourist destinations in Vietnam, they focus
almost the same segment of customers, so the competition is
unable to avoid.
Muong Thanh Hotel Group, JW. Marriott and
Intercontinental Hotel are working to address a set
of 17 Sustainable Development Goals (SDGs) to
end poverty, fight inequality and injustice, and
Technological tackle climate change by 2030.

advancement

The rapid development of the sharing economy

and the advent of a series of smart booking
applications such as AirBnB, Travelelka or
Booking is a threat to the traditional hospitality
industry
Globalization Ethics and social
responsibility

33
THANKS FOR WACTHING