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Download 7158 BLUE 2403Vì sao hội nhập kinh tế quốc tế của Việt Nam là một yếu tố khách quan?Vì sao hội nhập kinh tế quốc tế của Việt Nam là một yếu tố khách quan?Vì sao hội nhập kinh tế quốc tế của Việt Nam l PDF

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MINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF FINANCE – MARKETING TOURISM FACULTY

FOOD AND BEVERAGE OPERATIONS COURSE FINAL TERM REPORT COURSE NAME: FOOD AND BEVERAGE OPERATIONS COURSE ID: 2021702032403 STUDENT NAME:

STUDENT’S ID:

TRẦN NGUYỄN THẢO NGÂN

1921007158

HUỲNH THỊ MAI LIÊN

1921007135

NGUYỄN HỮU PHƯỚC

1921007189

ĐỖ TRẦN ANH THƯ

1921007223

CLASS: CLC-19DKS03. LEVEL: CLC. MAJOR: HOSPITALITY TOPIC

HOW DITIGAL ERA IMPACT THE HOSPITALITY INDUSTRY COURSE’S TEACHER: ThS. Nguyễn Đức Hiếu

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SEMESTER II- YEAR: 2020 - 2021

MINISTRY OF FINANCE UNIVERSITY OF FINACE - MARKETING

FOOD AND BEVERAGE OPERATIONS COURSE FINAL TERM REPORT

TOPIC

HOW DITIGAL ERA IMPACT THE HOSPITALITY INDUSTRY ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

COURSE’S TEACHER: ThS. Nguyễn Đức Hiếu

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COMMITMENT I am Do Tran Anh Thu, I commit that numbers and information in The Final Course Report are collected from the experiences, book and the internet by my teamwork while all of the theories are referred to specialist scientific journals (citing and referencing as required) ; The content discussed in the report is a summary of individual experiences and research NOT PLAGIARIZING from other materials and sources. I hereby confirm that all information provided on this application form is correct and I agree to take full responsibilities to the laws and university for the information provided. GROUP LEADER (Signature)

Đỗ Trần Anh Thư

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TEACHER'S COMMENTARY AND GRADING VOICE ......................................................................................................................................... ......................................................................................................................................... ......................................................................................................................................... ......................................................................................................................................... ......................................................................................................................................... ......................................................................................................................................... ......................................................................................................................................... ......................................................................................................................................... ......................................................................................................................................... ......................................................................................................................................... ......................................................................................................................................... ......................................................................................................................................... ......................................................................................................................................... ......................................................................................................................................... ......................................................................................................................................... ......................................................................................................................................... Point:......................................... Rounding point: ............................... Letter point: .....................................................

Date…..month…..year….. TEACHER CONFIRMED

.................................................

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GROUP MEMBER MARKING TABLE

1. Group name: BLUE Đỗ Trần Anh Thư Trần Nguyễn Thảo Ngân Huỳnh Thị Mai Liên Nguyễn Hữu Phước 2. Class: CLC_19DKS03 3. Date: 25/7/2021

No . 1

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3 4

Role

WORK DUTY

TOTAL EVALUA TION

Leader

Part 2 – Situation analysis

25%

Member

Part 3 – Trending in the future, Preamble, Conclusion

25%

1921007135

Member

Part 4 Conclusion

25%

1921007189

Member

Part 1 Introduction

25%

MEMBERS Full Student ID name Đỗ Trần 1921007223 Anh Thư Trần Nguyễn 1921007158 Thảo Ngân Huỳnh Thị Mai Liên Nguyễn Hữu Phước

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SIGNATURE

TABLE CONTENT LIST OF IMAGES....................................................................................................8 PREAMBLE..............................................................................................................9 CHAPTER 1: INTODUCTION................................................................................10 1.1. CONCEPT............................................................................................................ 10 1.1.1. HOSPITALITY INDUSTRY.............................................................................10 1.1.2. DIGITAL ERA..................................................................................................12 1.2. IMPACT OF DIGITAL ERA ON THE HOSPITALITY INDUSTRY.................14 CHAPTER 2: SITUATIONS ANALYSIS AND TRENDING................................19 2.1. MARKET ANALYSIS ........................................................................................19 2.1.1. HOW TO ANALYSIS THE HOSPITALITY MARKET IN DIGITAL ERA.......................................................................................................19 2.1.2. DIGITAL DEVELOPMENT IN THE HOSPITALITY INDUSTRY.................23 2.1.3. TARGET MARKET AND POTENTIAL CUSTOMERS..................................26 2.1.4. PROFITS FROM THE APPLICATION OF TECHNOLOGY IN HOSPITALITY......................................................................................................33 2.2. MARKET TRENDING........................................................................................38 2.2.1. MOBILE HOTEL TECHNOLOGIES...............................................................38 2.2.2. ARTIFICIAL INTELLIGENCE (AI) IN THE GUEST EXPERIENCE............41 2.2.3. AUGMENTED AND VIRTUAL REALITY.....................................................44 2.2.4. SOCIAL MEDIA FORR REPUTATION MANAGEMENT.............................51 2.2.5. CHATBOTS-FACILITIES A WIDE RANGE OF SERVICES..........................57 2.2.6. INTERNET OF THINGS- A NEW GUEST EXPERIENCE.............................59 CHAPTER 3: TRENDING IN THE FUTURE.......................................................63 3.1. MARKET PERCEPTION....................................................................................63 3.1.1. ENHANCING GUEST EXPERIENCES THROUGH SERVICE AUTOMATION..........................................................................................63 3.1.2. LETTING MOBILE APPS AND CHATBOTS TAKE CENTER STAGE........69 3.1.3. REFORMING THE HUMBLE DESKTOP PHONE IN GUEST ROOM......................................................................................................70 3.1.4. LEVERAGING SOCIAL MEDIA FOR CUSTOMER 6

SERVICES AND MARKETING................................................................................72 3.1.5. LOCATION- BASED SERVICES FOCUSED ON PERSONALIZATION......75 3.2. STAKEHOLDER PERCEPTION.........................................................................77 3.2.1. EMPLOYEES EXPECTATIONS......................................................................77 3.2.2. BUSINESS OWNER EXPECTATIONS...........................................................78 3.3.3. CUSTOMER EXPECTATIONS........................................................................81 CHAPTER 4: CONCLUSION.................................................................................83 4.1. BOOKING AND PURCHASING........................................................................94 4.2. HOSPITALITY IN THE DIGITAL ERA THE ROAD TO 2025..........................95 4.3. ADVERTISEMENT.............................................................................................98 4.4. FINDINGS.......................................................................................................... 101 CHAPTER 5: REFERENCES................................................................................107 CONCLUSION........................................................................................................113

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LIST OF IMAGES Figure 2.1: Digital Journey for the hotel......................................................................24 Figure 2.2: Profits from the application of technology in hospitality...........................34 Figure 2.3: Mobile technology apps in hotel...............................................................39 Figure 2.4: Artificial Intelligence (AI).........................................................................42 Figure 2.5: Augmented reality in hospitality industry..................................................45 Figure 2.6: Virtual reality in hotel................................................................................48 Figure 2.7: Augmented and Virtual reality...................................................................51 Figure 2.8: Social media- Important for the hospitality...............................................52 Figure 2.9: Several social media for reputation management......................................55 Figure 2.10: Chatbots- Facilities a wide range of services...........................................58 Figure 2.11: Internet of things in hotel room...............................................................60 Figure 3.1: Frequency and volume of social media participation in 2019-2020..........73 Figure 4.1: The cloud-based CRM...............................................................................84 Figure 4.2: Casa de la Música hotel Budapest.............................................................85 Figure 4.3: Influencing factors of traveler’s decision..................................................87 Figure 4.4: Virtual personal.........................................................................................89 Figure 4.5: Carnevale Coffee Budapest.......................................................................90 Figure 4.6: Shrimp in pasta..........................................................................................91

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PREAMBLE 1. Reason choosing the topic Digitalization has left no industry untouched with its miraculous advancements, and one of the sectors that have experienced a whole new level of digital advancement is none other but the hospitality sector. With the evolution of new technologies and the market disruptors reaching their zenith, the need for a core transformation is noticed in every industry, and the hospitality sector is no exception. As such, the sector has long identified the value of digitalization as the catalyst to offer not only excellent guest experiences but also to reduce several operational inefficiencies. Thus, it comes as no surprise that more than 50% of hotels have planned to increase their IT investments in the years to come, while over 40% have decided to keep their current investments unchanged. So, how far has this wave of digitalization transformed the hospitality industry? Surely, the way we book hotels or check-in has improved immensely in the last five years, and even our methods to find the right places to head to have undergone a sea change. But is that all to the digital evolution of the sector? In this research, we will delve into the varied ways in which the digital era has aided in the evolution of the hospitality industry. 2. The goal of the research Research essay on the impact of the digital era on the hospitality industry, thereby giving orientations and solutions to develop this hotel. 3. Structure of research In addition to the table of contents, preamble and conclusion, the research consists of 5 chapters: Chapter 1: Introduction Chapter 2: Situation and analysis Chapter 3: Trending in the future Chapter 4: Conclusion Chapter 5: Reference

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CHAPTER 1: INTRODUCTION 1.1. CONCEPT 1.1.1. Hospitality Industry While the hospitality industry does not have one globally - accepted start date, its history dates back thousands of years and spans across the globe. Look at ancient Greece, for example, where xenia — also known as the sacred rule of hospitality - was defined as "the generosity and courtesy shown to those who are far from home or associates of the person bestowing guest-friendship". In short, Xenia was made up of two basic rules: The respect from hosts to guests. Hosts must be hospitable and provide guests with a bath, food, drink, gifts, and a safe escort to their next destination. The respect from guests to hosts. Guests must be courteous and not be a threat or burden to their guests. Although our modern-day version of hospitality looks different than it did thousands of years ago, it still follows one main theme: To provide guests with services. And guests do more than just make a pitstop at hospitality businesses these days. Many hospitality businesses are now seen as destinations themselves! Hospitality has dozens of different definitions, but it can be broken down to the act of making someone feel welcome, usually through entertainment and comfort. It includes many businesses that fall under this large umbrella, such as hotels, motels, resorts, restaurants, theme parks, and much more. If you are not sure whether a business is considered part of the hospitality industry, ask yourself these questions: -

Does this establishment serve food or drink?

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Does customer experience a top priority?

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Does the business make money through services more than goods?

If you have answered yes to one or more of these, there is a strong chance that the business is involved in hospitality to some degree. Another way to better understand hospitality is by looking at The Big Four: Food and beverage, travel and tourism, lodging, and recreation. The food and beverage category includes restaurants, bars, and lounges. Travel and tourism cover airlines and

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travel agencies. Lodging can be anything from hotels to AirBnBs. And recreation usually means activities such as golfing, fishing, and tennis. All of these industries are connected by their drive to provide an enjoyable experience for all who participate. The atmosphere is welcoming and warm, the facilities sometimes offer convenient amenities such as showers or complimentary valet parking, and their revenue typically relies on whether or not people enjoy being there. In Vietnam, Hospitality Industry is the Hospitality - Restaurant - Tourism service industry, which is likened to a "smokeless industry" with many different types: hotel resort, restaurant, motel, yacht, etc. casino, spa, travel agency… The main and most important task of Hospitality Industry is to organize the activities of welcoming guests, providing the services they need and seeing them off in the highest satisfaction. With the orientation of making tourism a spearhead economic sector, Hospitality Industry plays a key role in promoting the national image, attracting more and more international visitors to Vietnam. The goal of the hospitality industry is to provide customers with an enjoyable experience. Whether that enjoyment comes from eating a good meal, relaxing in a luxurious spa, or getting a good night’s rest away from home, making sure each individual guest is taken care of is paramount. Three things to know about Hospitality Industry: -

The potential of Vietnam's Hospitality Industry

Vietnam currently possesses a lot of potential for tourism development with a series of attractive destinations: Ninh Binh, Ha Long, Quang Binh, Hue, Da Nang, Nha Trang, Da Lat, Phu Quoc... Our country also is one of the few countries with many heritage sites and biosphere reserves recognized by UNESCO - attracting many international tourists to visit and explore. If summer, sea tourism prevails, in autumn - winter or spring, the Northwest Central Highlands is a "magnet" to attract tourists with: Ha Giang in the buckwheat flower season, the Northwest in the rice season. ripe, Da Lat with the pink grass hill in the early winter or wild sunflower season, Gia Lai in the bright yellow flower season... Not only that, the culinary culture of our country is also extremely attractive: Vietnam is in the top 10 countries with the most attractive street food in the world, 11

many Vietnamese dishes are loved by international diners such as: Pho, bread, bun cha… Along with that, the infrastructure system for tourism is also growing day by day. Our country currently has over 25,000 accommodation establishments, in which, the number of international 5-star and 6-star standard hotels appears more and more. It is these factors that have the potential to promote the development of Vietnam's Hotel Restaurant - Tourism industry. -

Job opportunities in Hospitality Industry

With the available potential plus the current growth rate, the Hospitality Industry needs huge human resources in both quantity and quality. According to calculations by professional agencies, our country now needs 25,000 new workers every year, so candidates in the Hotel - Restaurant - Tourism industry will certainly have a lot of job opportunities. With wide and diverse career opportunities, graduates can work in many positions in hotels, restaurants, travel agencies, casinos, airlines... -

New skills required by Hospitality Industry personnel

To succeed and go far in the Hospitality Industry, you need to understand professional knowledge from basic to advance in the Hospitality - Restaurant Tourism industry and especially have practical experience. In addition to communication skills - foreign language skills - problem solving skills..., human resources by industry need to equip themselves with new skills: Proficient use of new technologies: having knowledge and understanding of new technologies is your important advantage in the development context of the 4.0 revolution; Check-in by phone, special discount application, digital help system, social media links,… to bring new and convenient experiences to customers. Collecting data to improve and enhance customer experience: hotels – restaurants,... need to bring guests constant surprise and satisfy customers with interesting and unexpected experiences. 1.1.2. Digital Era The pace at which technology is evolving is ever increasing – and people are eager to embrace it. Consider this – in 2019 there were 5.112 bn mobile users, 4.388 bn internet users and 3.484 bn active social media users. All of these groups have grown

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by between 2 and 9% since 2018 and are expected to continue to grow throughout 2020 (GLOBAL DIGITAL 2019 REPORTS). The digital age has a wide scope. It’s likely that you have heard of buzz words like ‘artificial intelligence’ (AI), ‘automation’, ‘big data’, ‘InsureTech’, ‘Internet of Things’ (IoT), and ‘cloud’. These are just some of the streams that come under the ‘digital age’ umbrella. Collins dictionary - Simply defines ‘the digit...