ASSIGNMENT 2 FRONT SHEET

Qualification BTEC Level 4 HND Diploma in Business

Unit number and title Unit 3 Human resource management

Submission date 20/7/2019 Date Received 1st submission

Re-submission Date Date Received 2nd submission

Student Name Lê Thị Hoàn Student ID BHBF180181

Class Assessor name

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I certify that the assignment submission is entirely my own work and I fully understand the consequences of plagiarism. I understand that
making a false declaration is a form of malpractice.

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Contents
RECEPTIONIST SPECIFICATION : ............................................................................................................................... 4
Description : ......................................................................................................................................................... 4
Request : ............................................................................................................................................................... 5
LEGISLATION : ........................................................................................................................................................... 6
TRAINING PACKAGE : ............................................................................................................................................... 7
On-the-job training: ............................................................................................................................................. 7
General training: .................................................................................................................................................. 7
Out-of-hotel training:. .......................................................................................................................................... 7
Foreign language training:. .................................................................................................................................. 8
POTENTIAL BENEFFITS :............................................................................................................................................ 8
For Businesses:...................................................................................................................................................... 8
For employees: ..................................................................................................................................................... 8

Introduction : Calidas is a high-end apartment complex in Hanoi. The fully furnished apartments offer unmatched
support services and facilities at a reasonable price that is suitable for business guests as well as tourists.

Job : Receptionist at Calidas

RECEPTIONIST SPECIFICATION :
Description :
- Welcome guests when guests book a room or register a hotel.

- Introduce, provide information about the types of hotel rooms for guests to choose.

- Receive a guest booking request.

- Selling rooms and arranging rooms for guests.

- Making hotel registration procedures for guests.

- Directly or in collaboration with other departments to serve guests during the stay at the hotel.

- Advertising, selling and providing office services and other additional services of the hotel.

- Solve customer complaints and complaints during the hotel stay.

- Information and coordination with other departments in the service process.

- Making payment procedures and seeing off guests.

- Store records on guests

- Direct or indirect participation in hotel marketing.

- Always capture information, update guest status, chamber status

room, the structure of the resources transferred to the board of directors

hotels and research departments aiming to perform well and effectively

advisory function of the department.

- Ensuring safety of lives and property for guests and hotels. Solidarity helps each other, constantly improving
professional qualifications and improving working methods.

Request :
- Professional skills and understanding:

+ Reception staff have been trained through universities, colleges and vocational training courses in tourism and
hotels.

+ Good communication skills

- Foreign language and informatics:

+ Fluency in Korean, English communication

+ Good use of computer office and computerized hotel receptionist.

- Professional ethics :

+ Honest, honest and sincere

+ Dynamic, agile, and flexible in handling and

solve situations.

+ Diligent, working in the scientific order, ensuring the calculation

- Accurate, high efficiency.

+ Enthusiastic, enthusiastic at work, capable of persuading guests.

+ Always keep an open, friendly attitude, expressing polite, respectful and hospitable style.

+ High teamwork, always ready to support and help other employees in the department.

- Appearance and physical:

 + Good health.

+ Good appearance, no deformities, deformities, no dermatological and infectious diseases.

+ Good-looking, charming face.

+ Ability to communicate well, standard voice, easy to understand, easy to hear.

+ Average age is not high (<35 years).

+ Clean, always wearing uniforms when working, working postures with professional style (upright, showing
good looks ...)

The receptionist is considered the "face", the image of the hotel. Because it was the first and last person to
represent the hotel to welcome, contact and see off guests, which could cause a beautiful feeling or a bad
impression to the guests when they had just arrived at the hotel, so that position was play a decisive role in
introducing hotel promotion, attracting and retaining guests.

This plan was developed to train new bies with the aim of building a high quality staff for the hotel, creating a
competitive advantage for the hotel, teaching new skills and knowledge to the staff. they improve their proficiency
such as foreign language proficiency, skill level, ability to communicate and specialize at work.

LEGISLATION :
- Salary calculated according to the time of the job or title by the month of salary, payroll built by the employer in
accordance with the law agreed by the two parties.

Salary allowances to compensate for working conditions and living conditions, ...

- Salary payment term has been determined by the two parties in accordance with the provisions of Article 95 of
the Labor Code: Employees receiving monthly salaries are paid once a month at the time of payment.

- Salary raising regime: According to the State's regulations and the salary regulation of the Company. Workers
who successfully complete the assigned tasks, do not violate discipline and / or are not in the process of
disciplining labor and are eligible for time according to salary regulations, are considered to raise wages.

- Vacation regime: According to the general regulations of the State

+ Weekly break: 1.5 days (Saturday and Sunday afternoon).

+ Annual leave: Employees who are signed a formal contract and have a 12-month service period will be entitled
to paid annual leave (01 day of leave per month, 12 days per year). Employees with a working seniority of less
than 12 months shall be entitled to an annual leave based on the proportion of their working time.

+ Holidays off: Legal holidays. If the holidays coincide with the Sunday, the employees will be compensated on the
previous day or the next day depending on the specific situation that the Board of Directors will direct.

- Insurance under the provisions of the State including social insurance, health insurance unemployment insurance
- Benefits: Employees are entitled to job suspension, severance allowances or compensation in accordance with
current law.

TRAINING PACKAGE :
When people have a more complete spiritual and material life, they are more demanding of services. They are
willing to spend a lot of money to enjoy high quality services because the need for self-improvement is the highest
demand. Therefore the hotel must have strategies to improve service quality. In particular, pay attention to the
recruitment and training of new labor resources, strengthen on-the-job training, intensive retraining and learn
from the experience of domestic and foreign friends.

Employees upon admission can participate in a professional training course according to the hotel's own
standards. During the course of work, have the opportunity to interact with other hotel staff in the city to learn
experiences and improve their professional qualifications, take part in corporate training classes, take classes
Short term taught by Korean experts. For managers who have the opportunity to come to Korea to learn from the
experience, then to pass it on to the staff in the department.

Calidas cares to train receptionists right from the start. That is, every new employee will be given a "employee
handbook" by the hotel that specifies the rights, obligations of each employee, the employee's regimes such as
remuneration, leave, leave diet, training regimes, social insurance, health checks ... including training regimes such
as:

On-the-job training: skills training for each staff member, the training will be undertaken by
skilled staff, supervisors or department directors.
The head of the department will train the daily work of the receptionist. New employees listen, observe and learn
from former employees.

General training: subjects applied to all departments will be prescribed and guided in the
classrooms of the hotel.
Organize training, improve professional skills for employees with the following forms:

- Invite experts in the field of hospitality to teach at the hotel.

- Organize contests to improve skills for employees.

- Organize exchanges with other hotels so that employees can learn and cultivate knowledge.

- Mobilize and create conditions for employees to attend training courses organized by the Department of Culture.

- Provide forms of reward, salary increase, promotion to encourage self-employed employees to enrich knowledge
and improve professional skills.

Out-of-hotel training: related training courses at the hotel will be arranged for familiarization
with work, functions and work-related responsibilities.
Good employees will have the opportunity to study abroad professionally.
 Foreign language training: arranged in the class room of the hotel.
The hotel market of the hotel is mainly Korean visitors and a few domestic customers are highly affordable.
Therefore, it can be said that the receptionist's main communication language is Korean. And in addition to the
main foreign language is Korean, the receptionist needs to know how to use more English to communicate with
foreign guests better.

- Open classes at the hotel, invite foreign language experts to teach.

- Encourage employees to study foreign language classes outside with the policy of paying 1⁄2 tuition fees if the
employee achieves excellent results.

- Create conditions on time for employees to participate in classes learn.

- Encourage employees to add knowledge to each other through the group activities.

When the receptionist can communicate fluently, avoiding shortcomings, the quality of service will be enhanced.

During the training period, the employee will be charged equal to 80% of the official salary

The total cost for the whole process of training newbies is 10000-12000 USD

POTENTIAL BENEFFITS :
For Businesses:
- Helping businesses improve labor productivity and production and business efficiency. Maintaining and
improving the quality of human resources, creating competitive advantages for businesses.

- Training and development can help administrators solve issues of conflict, interpersonal and union conflicts with
administrators, set out policies on human resource management of business is effective.

- New employees often face many difficulties and surprises in the early days of working in organizations,
businesses, work-oriented programs for new employees will help them quickly adapt to the new working
environment. of the business.

For employees:
- Create professionalism and attachment between employees and businesses

- Directly helps employees perform better jobs, especially when employees perform jobs that do not meet sample
standards, or when employees receive new jobs.

- Updating skills and new knowledge for employees, enabling them to successfully apply technological and
technical changes in enterprises.

- Meet the needs and aspirations of employees. Equipped with the necessary professional skills will stimulate
employees to perform better jobs, achieve better achievements, want to be given more challenging tasks with
more advancement opportunities.
 - Create for employees a new way of thinking and thinking in their work, which is also the basis for promoting the
creativity of employees in their work

Conclusion : Effective training methods can help businesses see talent and good managers in the future. Just
create for new people in addition to the professional knowledge and skills needed to be friendly when you first
join the business, help them get along with the team, have policies and support these employees to develop.
career has been very successful in training new employees.

Reference :

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