HANOI OPEN UNIVERSITY

FACULTY OF TOURISM
~~*~~

HOTEL PROFESSIONAL SKILLS

ASSIGNMENT

HOTEL GROUP: BEST WESTERN

Members: 1. Đoàn Thị Ngọc Huyền (Leader)

2. Đặng Thị Thanh Trúc
3. Nguyễn Mỹ Hạnh
4. Nguyễn Lan Hương
5. Nguyễn Thị Hương
6. Nguyễn Thị Hồng Hạnh
7. Nguyễn Thị Hiền
8. Nguyễn Thị Nhâm
9. Trần Thái Dương
10. Đoàn Thanh Chương
Group: 10
Class: A1K28

Hanoi, September 15, 2021

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 TABLE OF CONTENTS

2
 INTRODUCTION

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 MAIN CONTENT
1. History of hotel industry in the world and in Vietnam
1.1. History of hotel industry in the world
1.1.1.What is a hotel?

Photo by Jason Boyd on Pexels.com

Before looking into the history of the hotel industry, it is important to recognise what a
hotel is. 
A hotel is defined as an establishment providing accommodation, meals, and other
services for travellers and tourists. 
A hotel is somewhere where one can sleep away from their home. This could be for a
holiday or for business purposes, or for convenience when travelling for any other
reason such as a hospital appointment in a different area. They are short-term lets
ranging from one night to a few weeks. 
Hotels take all shapes and sizes and there are a variety of different types of
hotels found throughout the world. In fact, the nature of hotels has changed and
evolved throughout the years- the history of hotels is a long and interesting one!

1.1.2.The first hotels

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Photo by tom balabaud on Pexels.com
Hotels go back to ancient times. Not in the way we know them, but right back to the
early days of civilisation. 
In those days there were places where you could exchange money or goods for a roof
over your head for the night. This was especially important at this time because
journeys were taken by foot (or horse and cart, later), so getting places took much
longer than it does now.
While this matches the concept of a hotel as we know it, it was often just a room in
somebody’s home. Often it was actually an outhouse! At this point, hotels were
somewhere to stay out of necessity as part of a journey – rather than somewhere to
make a journey to.
However, savvy ancient business men realised that this was something they could
expand on. 
In the Ancient Roman times, society began to see more of what we would equate to
today’s hotels. 

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Hospitia, derived from the word hospitality, was used to describe rooms rented in
private homes, as explained above. Over time these were commercialised. 
The hospitia started to offer food and drink as well as somewhere to sleep, and became
somewhere that people would travel to for relaxation and holiday purposes – the upper
classes, that is! 
One example is the House of Sallust, a popular hotel in Pompeii before the city was
destroyed. This is now a popular dark tourism destination.

1.1.3. The middle ages

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The history of hotels is a slow one. 
During the middles ages inns and staging posts were established as rest spots for
travellers, while abbeys and cloisters also offered places for tired travellers to spend
the night. 
Inns cropped up around Europe and the rest of the world, but travelling during this
time wasn’t particularly safe and/or common. Pilgrims, couriers and government
workers were most likely to uses these services.

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1.1.4.The modern hotel industry

Photo by TheOther Kev on Pexels.com

The hotel industry as we know it started around the fifteenth century. 
In France and England, laws were introduced that meant inn keepers and hotel owners
must keep a guest register. Around 600 inns were registered in England at this time.
These were precursors to the modern hotel, and very similar to what was offered in
Ancient Rome and Ancient Greece. There were just more laws in place now!
These inns provided food and somewhere to sleep as well as stabling and fodder for
any horses within the travelling party. 
Typically, an inn would consist of an inner court with bedrooms on either side, kitchen
and parlour at the front, and stables at the back. 
Coaching inns were vital before the introduction of rail travel. In England, these were
about 7 miles apart and there were up to 10 in any one town. There was plenty of
rivalry between inn owners! 
They allowed horses to be switched out so the journey went as smoothly as possible.
Still, at this point, few people were travelling for ‘leisure’ purposes except for the very
wealthy. It was mostly the mail coaches and business trips.

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In order to adapt and try to become the inn of choice in any one town, inn owners
started running their lodgings in a more professional manner. This meant proper
timetables and fixed food menus. This is where we start to see likenesses to the
modern hotel industry!

1.1.5.Hotels in the 18th and 19th centuries

Photo by Pixabay on Pexels.com

The history of hotels has not changed massively since the 18th century. 
During the middle of the 1700s, hotels simply grew and provided more. As wealthy
people were beginning to explore further afield and travel became more of a leisure
activity than it ever had been (e.g. the upper classes of ancient Greco-Roman culture),
hotels had to become grander and give their guests something else.
One of the first modern hotels to open was in Exeter in 1768. This was followed by the
City Hotel in NYC. However, it wasn’t until the early 1800s that people took the idea
on board and hotels started to pop up throughout Europe and North America. 
Mivart’s Hotel opened in London in 1812 (later becoming Claridges), while Tremont
House in Boston, USA opened a few years later in 1829. Tremont House holds the

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record for many industry firsts. It was the first hotel to have indoor plumbing with
toilets and baths, as well as free soap (a tourist favourite) and a proper reception desk
area which did more than just take payment. As time went on, more and more hotels
opened.
Thanks to the industrial revolution, there was regular but structured work so people
had more income as well as time off. Travel started to be more accessible and more
appealing. 
With the invention of trains and cars as well as reduced working hours and other
benefits, travel was no longer something only the wealthy could do! Demand lead to a
turning point in the history of hotels as they increased in popularity hugely. By the
1900s, there were many hotels around the globe.

1.1.6.The 20th century

Photo by Armin Rimoldi on Pexels.com

As the physical aspect of travelling got easier and became more commonplace, the
hotel industry boomed. 
The second half of the 20th century saw a massive boom in the economy, too. This
meant that the population grew, demographics completely changes and many places

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became more urban. As the desire to travel increased, so did the different types of
hotels.
The boom in hotels was a prominent part of the history of tourism. With travel
becoming a more popular activity, there had to be plenty of variety. This is why we
now see beach resorts and motels, golf resorts and budget hostels around the globe.
The diversity within business meant that different target audiences were catered to! It
is also meant prices could vary depending on what particular hotels were offering.
Hotel categorisation brought a whole new level to the industry.
And of course, international travel opening up meant that hotels and resorts around the
globe had a whole new clientele to cater to: foreign tourists. People were no longer
just travelling domestically. They were now visiting other countries to explore, staying
for longer time periods and expecting more out of their trip. 

1.1.7.Growth of Hotel Industry Worldwide

The rise in levels of income and standard of living but also coupled with an increase
in leisure time has been especially beneficial to the tourism industry. The advent
of technological progress particularly through higher capacity cruise ships and
aircrafts, computerized reservation systems, better road transport facilities have played
key roles in the global growth of hotel industry. Moreover, improved productivity has
been encouraging to the industry by aiding to reduce costs and making travel and
tourism products more accessible and affordable.

1.1.8The first hotel in the world: Nisiyama Onsen Kiunkan

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A blog post about the history of the hotel industry would not be complete without
mentioning Nisiyama Onsen Kiunkan. 
According to the Guinness Book of World Records, this is the oldest operational hotel
in existence. You can find it Yamanashi, Japan. It opened in AD 707 and has been
open ever since, run by the same family for forty-six generations. The hotel was given
the title in 2011. 
The Nisiyama Onsen Kiunkan is a four-star hotel with 35 rooms decorated in
beautifully Japanese-style decor. The rooms have free-flowing baths and stunning
views of the Kai Mountains as well as the Hayakawa and Yukawa Valleys. People
can book a stay at the Nisiyama Onsen Kiunkan and experience it for themself!

1.2. History of hotel industry in Vietnam

2.1.1….
2.1.2….

2. Introduction of the Best Western hotel group

2.1. History of formation and development
Best Western international is the largest hotel company operating under a single
company brand name with 4,200 independently owned and operated hotels. Western
employed over 1,076 people and offers more than 316,095 quality guest rooms located
in 80 countries and territories throughout the world.

Best Western was founded in 1946 by M.K. Guertin as an informal referral system
among member hotels. By 1963, Best Western had become the largest chain in the
industry, with 699 member hotels and 35,201 rooms. In 1964, when Canadian hotel
owners joined the system, Best Western took the first step toward global expansion.
Since then, Best Western has become a familiar presence in more than 80 countries,
and with more than 4000 hotels, remains the leader with respect to number of
properties under a single flag.
In March 2001 Best Western opened its first representative office in Thailand, and was
the group's first official office opened in Asia.
In 2011, Best Western embarked on a mission to help customers better navigate its
large and diverse portfolio. Three new types of Best Western hotels entered the
marketplace: BEST WESTERN®, BEST WESTERN PLUS®, and BEST WESTERN
PREMIER®. All deliver on Best Western’s promise of great service, value and
cleanliness, but differ in terms of space and style. For the guest, this means increased
satisfaction and a clear idea of which Best Western to book for each travel occasion;
for the developer, it means more opportunity to benefit from the powerhouse Best
Western brand in upper midscale and upscale markets.

 TIMELINE
1946
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Best Western Motels is founded by M.K. Guertin, a hotelier with 23 years of
experience in the business. The chain begins as an informal link between properties
with each hotel recommending other lodging establishments to travelers. The “referral
system” consists of phone calls from one desk operator to another.
1951
In a guest editorial published in American Motel Magazine, Guertin speaks of the
importance of advertising properties to the general traveling public. This is considered
a very revolutionary approach in the lodging industry.
1962
Best Western has the only hospitality reservations service covering the entire United
States.
Best Western begins using the crown logo with a rope border to identify member
properties.
1963
Best Western is the largest motel chain in the industry with 699 member properties and
35,201 rooms.
1964
The group of motels east of the Mississippi River is incorporated as Best Eastern Inc.
1966
The entire membership, Best Western and Best Eastern, unites under the Best Western
name. A seven-person Board of Directors is elected by regional members to provide
leadership and make policy decisions. Guertin retires.
The organization moves it's headquarters from Long Beach, CA, to Phoenix, AZ. The
Board decides to relocate because of savings involved in centralizing operations and
the potential for further expanding membership services.
A major expansion of Best Western services is announced. Changes include
establishing a new reservations center offering toll-free service for business
commuters, travel agents and vacationers through arrangements with American
Express; increasing membership standards; opening sales offices in Washington D.C.,
Montreal, Phoenix and Seattle; establishing tie-ins with airlines and representatives
from other transportation industry organizations and investigating stronger infiltration
of tour and business meeting markets.
1972 
Properties are required to accept six major credit cards. Reservations that are charged
are considered “guaranteed” and rooms have to be held for the entire night. Properties
have the right to bill for “no-show” clients.
1974
Best Western decides to drop its referral organization image, eliminates the word
“motel” from its name and begins directly competing directly with other full-service
lodging chains.
1976
Best Western Mexico launches, bringing more than 100 properties in Mexico and
Central America into the fold.
1977
To meet the demands of rapid growth, a multi-million dollar Best Western
International Headquarters complex is designed and built in northeast Phoenix.

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The phrase “World’s Largest Lodging Chain” becomes a part of Best Western’s
corporate identification and advertising theme. The tagline later changes to “The
World’s Largest Hotel Chain”
1978
Best Western welcomes Great Britain and Ireland into the family.
1979
Best Western accommodates 15 million guests and generates $1 billion in room sales.
1980
Best Western membership rises to 2,654 hoteliers worldwide.

1981

In August, a satellite reservations center is established inside the Arizona Center for
Women (ACW), a minimum-security correctional facility in Phoenix. This innovative
venture, employing inmates as reservations sales agents, answers the chain's business
need for a flexible workforce. The program brings numerous awards and worldwide
attention to Best Western.

Best Western welcomes Austria, France, Sweden, Switzerland and Germany into the
family.

1982

Best Western welcomes Denmark and Italy into the family.

1984

Best Western welcomes Belgium, Finland and the Netherlands into the family.

1985

Best Western welcomes Spain into the family.

1986

Best Western welcomes Portugal into the family.

1988

The Gold Crown Club® International Program for frequent travelers launches. Within
a year, it acquires more than 200,000 members and sales of more than $40 million.

1990

Best Western welcomes Greece into the family.

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1992
Best Western expands into South America with its first property in Brazil.
Development also begins in Turkey.

1993

 A brand identity study recommends the adoption of a new Best Western logo and
identity. On November 30, the members approve the adoption of a new logo and
officially retire the Gold Crown logo.

Best Westerns open in Japan, Venezuela, Russia and Lithuania.

1994
Best Western establishes its presence in India.

1995

Best Western introduces its first listings on the Internet. Full information on 150
member properties, including photographs, becomes instantly available via personal
home computer.

Best Western opens its first property in Israel, establishing its presence in the Middle
East.
Best Western expands into Botswana, Zimbabwe and South Africa.

2001

Best Western Asia head office opens in Bangkok, Thailand, covering most of the
continent and the Middle East.

2002

Best Western China launches, beginning a decade of intense development in that

country.

2003

Best Western introduces the Best Western Premier® descriptor in Europe and Asia.

2004

Best Western launches the hotel industry’s largest High-Speed Internet Access (HSIA)

initiative with the fastest implementation. In just eight months, the company
establishes free wireless or hard-wired HSIA in some portion of the public areas, and
at least 15 percent of rooms, at all of its North American properties.

Best Western becomes the first-ever Official Hotel of NASCAR®.

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2005
Best Western begins averaging $1 million in bookings per day through
bestwestern.com.

2006

Best Western celebrates its 60th Anniversary with the 1946 Room Rate Promotion,
where lucky guests are provided with a special one-night charge of $5.40 – the
approximate value of overnight accommodations six decades ago, when the company
got its start.

2007
Best Western begins using online surveys to keep track of customer satisfaction, one
of the first steps in leading the industry in superior customer care.
The hotel chain is named a Preferred Lodging Partner of AAA/CAA, and begins a
multi-year partnership with Harley-Davidson®.

2008
Best Western launches new Atrea prototype.
The Gold Crown Club® International Program celebrates its 20th Anniversary and is
renamed Best Western Rewards®.

2010

Best Western passes ballot approving three descriptors – BEST WESTERN®, BEST
WESTERN PLUS® and BEST WESTERN PREMIER®.

2011

Best Western celebrates its 65th birthday introducing BEST WESTERN®, BEST

WESTERN PLUS® and BEST WESTERN PREMIER® descriptors to the North
American market. The World’s Biggest Hotel Family® tagline is introduced in
the United States and Canada.

2012
Best Western introduces advanced cleaning technologies at its North American
properties, becoming the first hotel brand to empower housekeeping staff to set a new
standard for guest care through the use of UV wands, black lights and clean remotes.
2013

On May 21, 2013, Best Western International announced that it will take over
management of the Green Hill Hotel in Yangon, Myanmar. The acquisition gave the
Best Western brand a place presence in Myanmar (Burma) as its first hotel
establishment in the country.

2014

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Best Western announces Vīb®, an urban boutique concept focused on style, technology
and engagement, and BW Premier Collection®, a soft brand of carefully selected, high-
quality hotels in global primary markets.
2015
Best Western's "Gold Crown" logo was introduced in 1964 and would continue with a
few minor revisions over the next 32 years, until it was replaced by a blue and yellow
logo in 1996. In 2015, Best Western introduced a new family of logos, replacing the
core logo and adding signage for Best Western Plus and Best Western Premier. 
2016
Best Western celebrates its 70thanniversary and introduces SureStay Hotel Group®.
2017
Best Western adds company's eleventh brand, BW Signature Collection ® by Best
Western.
2018
Best Western introduced the year-long Today’s Best Western campaign, giving
travelers a look “Behind the Brands,” diving into each of its hotel offerings. The brand
also celebrated BWR’s 30th anniversary, launched two new brands - Sadie ® and
Aiden®, and opened the first ever Vib® and GLo® hotels in the U.S.
2019
Best Western announces the acquisition of renowned global hotel brand
WorldHotels®representing a collection of approximately 300 unique and special hotels
and resorts in premier destinations around the world. The acquisition enhances Best
Western’s portfolio of offerings to include the upper upscale and luxury segments.
Best Western also expanded its SureStay Hotel Group ® offerings by launching
SureStay StudioSM, a premium-economy extended stay option.
2020
Best Western Hotels & Resorts leads the industry with its response to the COVID-19
crisis by launching several initiatives to protect its guests and its hoteliers. A few of
these initiatives include the brand’s industry-leading We Care Clean program; a
support package for front line workers; elite status protection for BWR members; and
unprecedented measures that afforded its hotel owners (members) much-needed
financial relief during a time of immense challenge.

2.2. Meaning of the hotel group's name and logo

2.2.1. Meaning name

The name “Best Western”

Was the initial result of doing business in the United States, west of the
Mississippi River. In 1964, Best Western launched an effort to expand its business east
of the Mississippi River by using the moniker "Best East" for its Gold Crown hotel
and its logo "Best Western". By 1967 the "Best East" was phased out and a move that

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would further strengthen the brand's "World's Largest Hotel Chain" and was very
successful in the 1970s.

The ''Gold Crown'' is a symbol of the West and was introduced in 1964, with
minor modifications over the next 32 years until it was replaced in 1996 with the
yellow and blue logo. In 2015, Best Western introduced a new group of logos,
replacing the core logo and adding signage for Best Western Plus and Best Western
Premier.

Meaning of the name "Best Western"

- Best Western - the best in the west - is a famous brand all over the world.
- Professional service with the best quality in the West and in the world is your best
choice.
- Bringing the perfect and best services.
- Always leading the world.
- Most sophisticated.
- Most modern Western.
- Most luxurious.
- Grow strongest.

2.2.2. Logo

From the motels operating company to a world’s famous hotel chain, the Beat
Western brand has had a pretty intense and successful history, and so did its logo,
which evolved from a simple boring badge to something contemporary and sleek.

1962 – 1966

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 In 1962 the logo was redesigned to make the brand more recognizable and
stand out in the list of competitors. The new emblem featured a bright yellow rectangle
with a yellow and red crown on top. The wordmark was set on a yellow background in
red and brown, with the “Western” parts emphasized again.

1966 – 1974
The name of the company changed to “Best Western
Motels” and the logo is being redrawn in 1966. The lines of
the crown became more rounded and wide, and the letters of
the inscription were cleaned and strengthened. As for the
color palette, it remained the same, but the yellow gained a
lighter shade.

1974 – 1984
The “Motel” part was erased from the company’s
name in 1974. The new logo fully repeated the colors and
composition of the previous one, but the wordmark was now
set in dark brown and executed in a smooth custom typeface
with both parts equal in size.

1984 – 1993
The redesign of 1984 placed the yellow emblem
with the crown on a vertically oriented black rectangle
with a double white and black outline and rounded
angles. Under the yellow icon, there was a white sans-
serif “Worldwide Lodging” tagline written in big
capitals. The brown color of the main inscription was
changed to black to balance the look of the image.

1993 – 2015
The logo, created for the brand in 1993 was something
new — a yellow serif inscription placed on a bright blue
geometric background with a yellow and blue outline. Above
the logotype, there was a contoured stylized crown in thin red
lines, drawn resembling a letter “W”. This emblem still can
be seen in some company’s locations.

2015 - today

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 The redesign of 2015 changed the style of the Best Western visual identity
again. The new lettering is executed in a smooth and sleek custom typeface with the
ends of the letters curved and looking fancy and playful. As for the emblem, it is
composed of a glossy blue circle with the white “BW” in the same typeface on it. The
dark and calm blue color palette of the refreshed logo evokes a sense of stability and
comfort, showing the company as a reliable and professional one.

2.3. Brands in the group

Best Western® Hotels & Resorts offers a global network of hotels in nearly

100† countries and territories worldwide.  From our traditional hotel brands, to our
extended stay or unique boutique and upscale options, there is something to
compliment your travel needs around the world.

GLō®

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BW Premier Collection®

Vīb®

Best Western Plus®

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Best Western Premier®

Sadie® Best Western

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Best Western®
 

BW Signature Collection®

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Executive Residency by Best Western®

Aiden® by Best Western

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WorldHotelsTM Collection is a curated global offering of the finest independent hotels
and resorts around the world. Each WorldHotels property is as exquisite as the
destinations you find them in, creating unforgettable experiences from the moment you
walk through the doors.

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WorldHotelsTM Luxury

WorldHotelsTM Elite

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WorldHotelsTM Distinctive

WorldHotelsTM Crafted

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SureStay® Hotel Group offer value-oriented travelers an exceptional experience at an
affordable price. Comprised of four distinctive brands, SureStay Hotel Group offers
traditional and longer stay travelers comfort and value while away from home. 

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SureStay Plus®

SureStay®

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SureStay Signature Collection®

SureStay Studio®

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In Vietnam, Best Western is operating Best Western Dalat Plaza Hotel, Best Western
Pearl River Hotel (Hai Phong) and Best Western Premier Indochine Palace (Hue). Best
Western Sea & Sun and Best Western Resort & Residence will officially open in the
fourth quarter of this year, followed by Best Western Premier Nha Trang Plaza located
in one of the most beautiful bays in the world. In 2014, Best Western will be present in
Vung Tau with the Best Western Premier Oceanami Hotel & Resort and in Ho Chi
Minh City with the Best Western Premier Saigon Kenton. Another famous one is Best
Western Premier Sonasea Phu Quoc located at Bai Truong Beach on the west coast of
Phu Quoc Island.

Best Western Premier Indochine Palace

Best Western Premier Indochine Palace is located right in the city center and only 20
minutes by car from Phu Bai International Airport. The hotel is attracting many market
segments such as leisure guests, business travelers, as well as ensuring the provision of
infrastructure for MICE events (meetings, rewards, seminars and exhibitions).

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Best Western Premier Havana Nha Trang

New attraction in one of the 29 most beautiful bays in the world.

Located in a prime location on the unique golden road of Tran Phu, BEST WESTERN
PREMIER Havana Nha Trang stands out with a height of 41 floors, offers 1,260
rooms facing the sea, and a system of equipment and utilities. modern international 5-
star standard. The luxury hotel branded Best Western Premier of Best Western Group -
USA with more than 60 years of experience in managing a system of 4,200 hotels
worldwide, is the tallest hotel in the coastal city of Nha Trang and the largest in
Vietnam today.

3. Introduction of Best Western hotel belonging to the group

The Best Western Premier Sonasea Phu Quoc is an impressive new upscale resort
nestled on the golden sands of Long Beach, just eight kilometers from Phu Quoc
International Airport. Located directly on a private beach, this impeccable resort
allows guests to kick back, relax and soak up the tropical surroundings.

3.1. General overview of the hotel

Nestled amidst the peaceful and
beautiful natural scenery in Phu Quoc, Best
Western Premier Sonasea Phu Quoc is the
perfect vacation destination for travelers
looking for private, leisurely and relaxing
moments after a long working day. tiring work.
Located only about 12km from the city, from
Best Western Premier Sonasea Phu Quoc,
visitors can quickly find famous attractions
such as Cao Dai Temple, Vinpearl Land
Amusement Park and Da Ban Stream. Discover
the unique beauty of Phu Quoc city through all
aspects.
The resort uses high-class facilities, "adorned" with fresh flowers,
surrounding trees and talented paintings. Each small corner is carefully selected to
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 create a harmonious whole and highlight the 5-star resort class. The entire Best
Western Premier Sonasea Phu Quoc resort has 566 spacious and airy bedrooms and
villas, many of which also have balconies with sea or garden views, close to the
beautiful sea. Inside most bedrooms, travelers conveniently find complimentary tea,
coffee, towels, microwaves, coffee makers and sofas. Besides, to relax and change the
atmosphere after many busy days, guests can enjoy other excellent services of Best
Western Premier Sonasea Phu Quoc at the spa room, bar or relax, sunbathe. at the
outdoor pool.
Best Western Premier Sonasea Phu
Quoc has 2 restaurants in all, offering tourists a
variety of fine dining experiences cooked with
fresh, seasonal ingredients. Each restaurant at
the resort has a design and prepares different
delicious dishes with diverse flavors
throughout Asia - Europe. Passengers can also
visit the bar to enjoy refreshing tropical drinks,
cocktails or spirits in harmony with the vibrant
tunes amidst the murmur of the waves.

3.2. Organizational structure

3.2.1. Organization chart of the hotel

Assistant of
Chairman
chairman

General Manager

Human Sale&Mar Enginerring and

Financial Food&Beverage Digital
resources keting Maintenance
director director Director
director director director

Human Restauran Technolog Enginerring and

Financial Marketing Banquet
resources t y Maintenance
Manage managem Managem
managem Managem Manageme management
ment ent ent
ent ent nt

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3.2.2. Functions of the departments
Like all other hotel groups. Best Western also has 11 departments and each
deapartment will have its own tasks and functions

3.2.2.1. Front office department:

This department performs various functions like reservation, recetion, registration,

room assignment, and settlement of bills of a resident guest and the front office
department is considered as the nerve centre of a hotel.

The front office staff of Best Western welcome the guests, carry the lugguage, help
them register, give them their room keys and mail, answer question about the activities
in the hotel surrounding area, and finally check them out.
3.2.2.2. Housekeeping Department:

The housekeeping department of Best Western Hotel is responsible for the cleanliness,
maintenance, and aesthetic upkeep of rooms, public areas, back areas, and
surroundings in a hotel and for the immaculate care and upkeep of all guest rooms and
public spaces at all times.
3.2.2.3. Food and beverage service department:

This department of Best Western looks after the service of food and drinks for guests.
Food and Beverage Department of Best Western is a big Department which becomes
second profit source of a hotel. This Department has responsibilities those are:
responsible about food and beverage service and product.
3.2.2.4. Kitchen or Food Production Department:
All the food and beverages in Best Western that are served to the hotel guest is
prepared in the kitchen.
3.2.2.5. Engineering and Maintenance Department:
The engineering department is responsible for repairing and maintaining the plant and
machinery, water treatment and distribution, boilers and water heating, sewage
treatment, external and common area lighting, fountains and water features etc. Also,
It looks after the maintenance of all the equipment, furniture and fixture installed in a
hotel.
3.2.2.6. Accounts and Credits Department:
This department maintains all the financial transactions. Accounting departments
typically handle a variety of important tasks. Such tasks often include invoicing
customers, accounts receivable monitoring and collections, account reconciliations,
payables processing, consolidation of multiple entities under common ownership,
budgeting, periodic financial reporting as well as financial analysis.
3.2.2.7. Security Department:
The security department of this hotel is responsible for the overall security of the hotel
building, in-house guests, visitors, day users, and employees of the hotel, and also their
belongings.
3.2.2.8.H R department:

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Human Resource department is responsible for the acquisition, utilisation, training,
and development of the human resources of the hotel.
The role of the HR department also has to do with the administration of an impartial
and internal justice system which will promote transparency and openness in
organisational communication. The Human resources department also serves as a
progressive voice in a common system and strives to ensure competitiveness in the
conditions of service for staff.
3.2.2.9. Sales and Marketing Department:
The major role of the sales and marketing department is to bring in business and also
to increase the sales of the hotel’s products and services is the major task of the
department.
3.2.2.10. Purchase Department:
The purchase department is responsible for procuring the inventories of all the
departments of a hotel.
3.2.2.11. Information Technology (IT) / Systems:
The Information Technology department is responsible for the day-to-day support of
all IT systems, business systems, office systems, computer networks, and telephony
systems throughout the hotel/resort.
Additionally responsible for Information Technology issues, products, and services at
the property. Provides user training and support of all property/site systems, network
enhancements, hardware and software support etc.

3.3. Services provided in the hotel

3.3.1. Accommodation
Best Western Sonasea Phu Quoc provides 565 spacious rooms, suites and villas
are designed in a contemporary Indochine style, with the latest upscale amenities. All
guests will enjoy kitchen facilities, a minibar and complimentary tea, coffee and
bottled water, plus state-of-the-art technology including a 42-inch LED TV and high-
speed WiFi. Many rooms offer stunning views over the sea and Phu Quoc’s rolling
green hills, and the 16 spectacular villas are positioned along both sides of the unique
300 meter-long lagoon-style swimming pool.

All rooms, suites and villas feature:

 Private furnished balcony with  42-inch flat-screen television
view with Vietnamese and international
 Rain shower bathrooms with TV channels
luxury amenities and hairdryer  Electronic safe
 Cozy kitchenette with full service  Yukatas (Japanese-style robes)
minibar and slippers
 Complimentary tea, coffee and  Air-conditioning
bottled water  Access to swimming pools and
 High speed Wi-Fi and cabled fitness center
internet access  Telephones
 24-hour room service  Espresso machine
  Keycard access
 Iron and ironing board

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3.3.2. Dining
a. Essence Restaurant
Located in the south-west wing of the resort’s ground floor, Essence Restaurant
is impressive not only in size but also in the excellent cuisine it delivers. A generously
sized venue, the scale of Essence Restaurant’s ambitious design, a space which can
seat up to 350 people, is matched by its expansive and spectacular menu.
The hotel’s all-day dining restaurant, Essence
is the place where guests meet every morning and
marvel at the vast array of local and international
dishes available at the breakfast buffet, which
features dishes cooked in front of you, fresh fruit
juices, a wide variety of coffee, freshly baked bread
and traditional Vietnamese breakfast options, such
as the famed pho beef noodle soup. The menu
serves a variety of both Vietnamese fare and
Western dishes meaning there’s something for everyone. We enjoyed the daily
Vietnamese set menu inclusive of local flavours, fragrant soups, steaming claypot
dishes, and tropical fruit. Kids ordered off the Children’s menu which was full of
healthy options and simple flavours to please all ages.  

b. Oasis Pool Bar

Oasis Pool Bar is the perfect place to chill out during the day, with cool drinks
in or out of the pool, mouth-watering cuisine overlooking the beach and an atmosphere
of tranquility or fun, depending on the occasion. Oasis Pool Bar offers excellent
cocktail and wine selections in Phu Quoc. For all wine lovers, there is sure to be a
perfect option to satisfy even the most refined palate with a generous selection of wine
bottles features French Rosés.
Oasis Pool Bar also provides delightful
Mediterranean cuisine. The bar-friendly food menu
includes main course and family sharing options, as
well as a Mediterranean-inspired a la carte menu,
created by a team of seasoned chefs who personally
select the freshest and finest ingredients. These
offerings are the ideal accompaniment to the relaxed
poolside atmosphere looking out to the beach and
resort.

c. Cview Sky Bar

CView Sky Bar sits high on top of the main building and offers vast panoramic
sea views that cover the full length of the island,
making it a perfect backdrop for romantic snapshots,
holiday selfies, and majestic sunsets in Phu Quoc. This
spectacular rooftop bar and restaurant is perched atop
the main building’s western wings, aptly situated for
the best golden colours that the island has to offer.
Enjoy a wide selection of creative drinks and themed
evenings.
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3.3.3. Additional services
a. Spa, massage services
Designed in an authentic Indochine style, our
exquisite Thala Spa features six treatment rooms and
two VIP rooms, plus separate areas for foot massage
and nail care. A comprehensive menu of treatments
focuses on natural ingredients, including local
seaweed.

b. Swimming pool and beach area

Their pool breathtaking 300 meter-long tropical
lagoon pools, lined by shady palm trees and sun
loungers, flow all the way through the resort to the pool
bar and restaurant, where the stunning beach begins.
With 130 meters of pristine sand, lapped by warm clear
seas, there is plenty of room for guests to relax and
soak up the tropical ambience. More adventurous
guests can discover paddle-boarding, kayaking and
body-boarding.

c. Fitness center
Their modern fitness center equipped with state-
of-the-art cardio-vascular equipment, including
treadmills, exercise bicycles and weight machines,
along with free weights. Guests will also enjoy
complimentary access to the resort’s sauna and steam
room.

d. Kids club
Children's activities, Nemo’s Kids Club is a
bright, fun and safe environment where children can
enjoy an array of games and activities. Open daily, this
kids’ club has a weekly schedule including children’s
movies, arts and crafts, swimming pool and even
swimming pool games. Babysitting services are also
available at a small surcharge, to allow parents the
peace and quiet time they so richly deserve.

3.3.4. Meetings & Events

Best Western Premier Sonasea Phu Quoc is an impressive destination for
corporate gatherings, social events and team-building activities. Located on the first
floor, their flexible 347-square-meter meeting room can be divided into smaller
spaces. They offer 3 meeting rooms holding up to 350 people, which are equipped
with the latest technology for conferences such as: A-V equipment, PA system,
autocue, video recorder, loud speaker,… Every event is supported by high-speed Wi-
Fi, a business center and an onsite meeting coordinator, to ensure that your event runs
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smoothly and successfully. Moreover, our business center with computers, printers and
photocopiers is at 24-hour service.

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 CONCLUSION

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 APPENDIX

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REFERENCE
Vietnamese:
1.…
2.…
English:
1.…
2.…
Websites:
1.…
2.…

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