Page |1

Organizational Types, Functions and

Structures
CONTENTS
INTRODUCTION...............................................................................................................3

RESEARCH FINDINGS.....................................................................................................4

Minh Toan Hotel (Three-star hotel)................................................................................7

Vision...........................................................................................................................7

Mission........................................................................................................................7

Objective.....................................................................................................................7

Legal structure............................................................................................................7

The size.......................................................................................................................8

The scope...................................................................................................................8

Key stakeholders.........................................................................................................8

Muong Thanh Grand Da Nang Hotel (Four-star hotel)................................................10

Vision.........................................................................................................................10

Mission......................................................................................................................10

Objective...................................................................................................................10

Legal structure..........................................................................................................10

The size.....................................................................................................................11

The scope.................................................................................................................11

Key stakeholders.......................................................................................................11

Furama Resort Da Nang..............................................................................................13

 Page |2

Vision.........................................................................................................................13

Mission......................................................................................................................13

Objective...................................................................................................................13

Legal structure..........................................................................................................13

The size.....................................................................................................................14

The scope.................................................................................................................14

Key stakeholders.......................................................................................................15

THE DIFFERENCE BETWEEN THREE HOTELS..........................................................16

Three-star hotel............................................................................................................16

Four-star hotel..............................................................................................................16

Five-star hotel...............................................................................................................16

ORGANIZATIONAL CHART...........................................................................................17

INTERRELATIONSHIPS.................................................................................................18

CONCLUSION.................................................................................................................19

REFERENCES LIST........................................................................................................20
 Page |3

INTRODUCTION
Because of the strong development of the world economy, the service sector plays an
increasingly important role in the national economy, especially in developed countries.
In Vietnam, the service sector is developing rapidly, more specifically in Da Nang City.
The hospitality industry is a broad category of fields within the service industry with a
variety of different types such as hotels - resorts, restaurants, motels, yachts, casino,
spa, tour operators, etc. [ CITATION Huo18 \l 1033 ]. Nowadays, hospitality industry is
among the most dynamic sectors in the world. In Vietnam, Da Nang is one of the places
which have hospitality industry holds a very important position in the development of the
national economy by attracting investment and tourists. Thanks to that, over the years,
the sector has also contributed to improving the image of the country with other
countries.

As a Business Analyst contracted by Accor Group, the report required to investigate and
explain about three different types of organizations of three hotels which corresponding
to three-star, four-star and five-star, their size and classifications to make the
differences between them stand out. This include the structure, scale and scope of their
legal, as well as their key stakeholders. For one of the organizations, the report will
explain the various functions within the business and create an organizational chart to
explain the interrelationships between different functions. The report also explain how
this would be different in the other two organizations.

Additionally, the report will provide an overview of different types of organizations and
growth of the international business environment, particularly focusing on the hospitality
industry. It also explain each of the chosen organizations, including: background details
of the organization; the products and services they supply; the size and scope of the
organization; their vision, mission and business objectives; the organizational and legal
structure; and information about their stakeholders. In detail, it explain the functions for
one of the chosen organizations, using an organization chart to show how the functions
interrelate and an explanation of how they relate to structure. Minh Toan Hotel (3 star),
 Page |4

Muong Thanh Grand Da Nang Hotel (4 star) and Furama Resort Da Nang (5 star) are
three hotels which will be presented in this report.

RESEARCH FINDINGS
In Vietnam, the government manages hotel ratings, in particular the Tourism
Administration under the Ministry of Culture, Sports and Tourism [ CITATION Hot16 \l 1033 ] .
The criteria for rating the hotel's stars will be presented below.

Hotels
Three - star Four - star Five - star
Standards
Location - Convenient - Convenient - Convenient
transportation transportation transportation
- Clean - Clean - Clean
environment. environment. environment.
Architecture - Beautiful - Beautiful - Unique
architecture architecture architecture
- Good building - High quality - High-grade
materials building building
- Interior and materials materials
exterior - Exterior and - Interior and
design is interior exterior are
reasonable design is beautifully
reasonable designed and
and beautiful. elegant
- The panorama
is designed
unified.
Size (number of Minimum of 50 Minimum of 80 Minimum of 100
rooms) chambers chambers chambers
Parking area Car parking is Car parking in the Car parking in the
available outside the hotel area is hotel area enough for
hotel. sufficient for 30% of 50% of the total
 Page |5

the total number of number of chambers.

chambers.
Service - Restaurant As three - star hotel As four – star hotel
and bar Plus: Plus:
- Catering - Services: - Clean room
service is gym, spa and twice a day
available massage, - Catering
upon request swimming service 24/24
- Conference pool, sauna, - Services for
and wedding souvenir the disabled
room store, etc. - Services:
- Services: - Catering tennis, tours,
Selling services: high activities for
stamps, quality food children, etc.
mailing, and
faxing, photo beverage,
printing, regular menu,
typing, etc European
- Information and Asian
services dishes, buffet
- In-room breakfast,
telephone: high-class
Inter- banquet.
provincial,
city-based
call
- Wheelchair
for the
disabled
Equipment, - Good quality - High quality - High quality
facilities - Synchronous - Synchronous - Synchronous
 Page |6

facilities facilities and modern

- Harmoniously - Convenient facilities
arrangement and - Artistic,
harmoniously attractive and
arrangement. ethnic
arrangement.

Here are 3 types of hotels to be mentioned in the report: Minh Toan Hotel (3 star),
Muong Thanh Grand Da Nang Hotel (4 star) and Furama Resort Da Nang (5 star). I will
analyze and explain the background details; products and services; the size and scope;
vision, mission and business objectives; organizational and legal structure; and
information on the stakeholders of the three types of hotels mentioned above.
 Page |7

Minh Toan Hotel (Three-star hotel)

Minh Toan Company has invested in building Minh Toan Hotel with 3 star standard and
this is one of the first three star hotel in Da Nang. It was established in 2004 and placed
in 2/9 road - the heart of Da Nang city and next to Han River with 10 minute drive from
the airport. It also close to famous tourist destinations such as Cham Sculpture
Museum, Han Market, My Khe Beach [ CITATION Min \l 1033 ] . Standing on high floors,
guests can see the entire city at night with some celebrated places in Da Nang like
Dragon Bridge, Han Bridge, Sun Wheel.

Vision
With passion, creativity and expertise experience of the board of directors, Minh Toan
Hotel has thriven to become one of the leading 3 star hotels in Vietnam. Every day,
Minh Toan Hotel put all their energy into improving the position of Minh Toan Company.
[ CITATION Min14 \l 1033 ]

Mission
With Minh Toan Hotel, guests will always feel warm and comfortable as you are at
home of his beloved and the hotel will bring the best service to customers. [ CITATION
Min14 \l 1033 ]

Objective
With the rapid development of the tourism industry, Minh Toan Hotel is striving to
become the top 3-star hotel in Da Nang in 2018. [ CITATION Min18 \l 1033 ]

Legal structure
Minh Toan Company is Service and Trading Company Limited and Minh Toan 3 star
hotel is a service product on the hotel and restaurant business of Minh Toan Company.
This hotel is a 3 star hotel based on government rating, legal structure is called
corporation. [ CITATION Vie15 \l 1033 ]
 Page |8

The size
The hotel has 12 floors with a total of 63 rooms fully equipped with modern amenities.
There are four kinds of room: Standard room (STD), Superior room (SUP), Deluxe room
(DLX) and Suite room (SUT). [ CITATION Toa18 \l 1033 ]

About Standard room, this is the simplest room with a total of 12 rooms, 25 m2 in area,
twin bed, minimal equipment, view is not good and it has the lowest price in the hotel.

Next is the Superior room, this type of room is slightly higher than Standard room with
25 m2 in area, twin bed, more equipment, beautiful view and it has a total of 15 rooms.
Therefore, the room rate is also higher than Standard room.

Deluxe rooms usually located in high floors with better quality than Superior rooms, a
total of 31 rooms with 35 m2 in area, nice view and high-class facilities. There are 2
types of bed for Deluxe room, including double bed and twin bed. Deluxe room rates are
also higher than Standard room and Superior room.

Suite room is the most advanced room in hotel, usually located on the top floor, the best
view of hotel, high-end equipment and special services. Suite room have a total of 5
rooms with 45 m2 in area, double bed with separate living room and bedroom.

The scope
Services provided by hotel include conference rooms, restaurant and bar. Hotel have 2
kinds of meeting room: Deluxe meeting room (120 m2) and Superior meeting (65 m2)
room with accommodating maximum 120 guests. [ CITATION Toa181 \l 1033 ]

The restaurant is located on the 12 th floor - the top of hotel with luxurious design and it
can service about 150 guests. The restaurant has Asian food and Euro food from 6:30
am to 10pm. The reception is open 24 hours a day to answer all customer questions.

The stakeholders
Minh Toan Hotel is a member of Minh Toan Service and Trading Company Limited.

Internal stakeholders
 Page |9

- Owner: Mr. Nguyen Huu Thanh - Chairman of Board of Directors and Director of
Minh Toan Service and Trading Company Limited
- Managers
- Employees

External stakeholders

- Customers
- Competitors
- Regulators: The Government, Department of Taxation, Competition Authority,
etc.
- Suppliers: Supply facilities, food and drinks, equipment, repair services, etc.
- Partners: Tourism websites such as Traveloka, Agoda, Booking, Wego, Hotels,
etc.
 P a g e | 10

Muong Thanh Grand Da Nang Hotel (Four-star hotel)

Being the 18th member of "The largest hotel chain in Vietnam", the 4-star Muong Thanh
Grand Da Nang hotel is located on Ngo Quyen Street - the East bank of Han River and
faces one of the most beautiful beaches in central of Vietnam [ CITATION Muo18 \l 1033 ].
Muong Thanh Grand Da Nang Hotel is a harmonious combination of the North West
style of Muong Thanh Hospitality and unique culture of Da Nang.

Vision
The management board of Muong Thanh Group wants to develop Muong Thanh into a
system of 4 - 5 star hotels and resorts with unique culture and rare sincere hospitality of
the Vietnamese people. [CITATION Muo181 \l 1033 ]

Mission
Introduction, replicate, spread the traditional beauty, the essence of culture and
Vietnam’s pride to domestic and foreign tourists in order to preserve and develop the
cultural values of Vietnamese ethnics.

Being the typical destination of each regions, each member of the Muong Thanh has a
messenger role in promoting and spreading Vietnamese traditional beauty. [CITATION
Muo181 \l 1033 ]

Objective
With a target of 50% budget in the first 6 months of 2018, Muong Thanh Grand Da
Nang Hotel is trying to complete the target. [ CITATION TaT18 \l 1033 ]

Legal structure
Muong Thanh Grand Da Nang is managed by Muong Thanh Group Joint Stock
Company, which is multi-disciplinary economic corporation operating in the field of
investment, construction, entertainment tourism. With the reason above, legal structure
of Muong Thanh Grand Da Nang Hotel is corporation. [ CITATION Muo181 \l 1033 ]
 P a g e | 11

The size
With total 370 fabulous rooms & 8 luxurious apartments, Muong Thanh Grand Da Nang
Hotel offers guests a luxurious space, cozy interior, There are 9 types of rooms for
guest choices, including superior twin with 27 m2 in area, deluxe king with 32 m2 in
area, deluxe twin with 32 m2 in area, deluxe triple with 38 m2 in area, deluxe family
triple with 38 m2 in area, premium deluxe king with an area of 50 m2, executive suite
with 76 m2 in area, presidential suite with 150 m2 in area and apartment with an area of
100 m2.

The scope
Muong Thanh Grand Da Nang Hotel is able to meet many types of conferences,
exhibitions, weddings, etc with the attendance of thousands of people at the same time.
The 3rd floor of the hotel is space for all conference and meeting rooms with the system
of rooms, lounges and large campus is equipped with modern, full and diverse.

About the wedding services, Muong Thanh Grand Hotel Da Nang offers a variety of
wedding packages in Vietnamese and Western style. [ CITATION Muo171 \l 1033 ]

The hotel also offers other services such as karaoke, fitness center, swimming pool, spa
and massage and customer service is always open 24/24h.

The stakeholders
Muong Thanh Grand Da Nang is managed by Muong Thanh Corporation - Joint Stock
Company.

Internal stakeholders

- Owner: Mr. Le Thanh Than – Chairman of Muong Thanh Corporation - Joint

Stock Company.
- Shareholders: Mr. Le Thanh Than with 70,042% of charter capital, Ms. Le Thi
Hoang Yen with 19.978% of charter capital and Mr. Do Trung Kien with 9.98% of
charter capital.
- Managers
- Employees
 P a g e | 12

External stakeholders

- Customers
- Competitors: The four star hotels not belongs to Muong Thanh Corporation -
Joint Stock Company.
- Regulators: The Government, Department of Taxation, Competition Authority,
etc.
- Suppliers: Supply facilities, food and drinks, equipment, repair services, etc.
- Partners: Tourism websites such as Traveloka, Agoda, Booking, Hotels, etc.
 P a g e | 13

Furama Resort Da Nang

Furama Resort Da Nang located on Vo Nguyen Giap Street which stretches along Bac
My An Beach. Furama is a luxurious five star resort, which is considered as one of the
symbols of the tourism industry of Vietnam and it is the first choice of heads of state,
famous stars, international businessmen when coming to Vietnam [CITATION Nan18 \l
1033 ]. Furama is not only consistently voted as the No.1 resort in Vietnam but also in
the list for the best resort in Asia. It is also a gateway to three World Heritage sites,
including the Imperial City of Hue, Hoi An Old Town and My Son Holy Land [CITATION
Thư27 \l 1033 ]. Furama Resort Da Nang has received the "Trusted Brand 2015" award
from the Vietnam Enterprise Institute.

Vision
Furama aims at a healthy, diversified environment where everyone explores the value
of nature, the local culture and enjoyment in their passion. Strive to become a world-
class nature-resort resort and pride in Vietnam. [ CITATION Fur15 \l 1033 ]

Mission
Giving visitors a true resort paradise, where they are immersed in nature, lived,
experienced and recreated themselves after busy periods with daily life and work.

Always harmonious development of business interests with social benefits, community;

actively participate in social activities; showing the sense of responsibility for the
country. [ CITATION Fur15 \l 1033 ]

Objective
Increasing resort's revenue by 15% to 25% per year, strict cost control to provide
reasonable rates for customer. [ CITATION Fur18 \l 1033 ]

Legal structure
Furama Resort Da Nang is a project which developed, operated and managed by
Ariyana Joint Stock Company – a company provides management, development and
real estate services. Ariyana Joint Stock Company is also a member of Sovico Holdings
 P a g e | 14

Group - a leading multinational corporation in Vietnam operate in key areas such as

finance-banking, real estate, aviation and industry. [ CITATION Ari14 \l 1033 ]

The size
Furama Resort Da Nang has a total of 198 bedrooms, all of which are designed in
traditional oriental style. In addition, all rooms have a private balcony with an area of
11.3 m2. In particular, many rooms also bold architectural features of Cham Pa with
overlooking the sea, swimming pool and tropical gardens. The rooms are fully equipped
with modern conveniences along with infrastructure system of international standards
[ CITATION Fur07 \l 1033 ] . There are 6 kinds of room: garden superior (44 rooms, 40.1 m2),
garden deluxe (16 rooms, 43.7 m2), lagoon superior (75 rooms, 40.1 m2), ocean deluxe
(16 rooms, 43.7 m2), ocean studio suite (40 rooms, 40.1 m2) and ocean suite (7 rooms,
40.1 m2).

The scope
Furama Resort Da Nang has 7 restaurants, cafes and bars that are always ready to
serve all customers. Guests will be served special and unique dishes from Asia to
Europe which are prepared by professional chefs. Most of the restaurants, cafes and
bars are located next to the swimming pool, overlooking the sea with a romantic,
ancient design.

Guests can enjoy the spa, yoga class, swimming pools, gymnastics, cooking class,
sauna, beauty and massage services at resort. The resort also offers an extensive
range of recreational services including soccer, tennis, volleyball, gym, golf, water
sports.

In addition, Furama also has a shuttle bus to Hoi An and all these trips are free. Many
activities and discoveries are also organized such as children's activities, fishing and
diving tours, Linh Ung Pagoda tours, bike tours and fishing at Son Tra Peninsula
[ CITATION Fur17 \l 1033 ]. No matter what requirements or issues arise, the staff will be
answer and help visitors 24 / 24h.
 P a g e | 15

The stakeholders
Furama Resort Da Nang is a project which developed, operated and managed by
Ariyana Joint Stock Company – a subsidiary of Sovico Holdings Group.

Internal stakeholders

- Owner: Sovico Holdings Group

- Investor: Sovico Holdings Group
- CEO: Matthias Wiesmann
- Managers
- Employees

External stakeholders

- Customers
- Competitors: The five star hotels and resort not belongs to Sovico Holdings
Group.
- Regulators: The Government, Department of Taxation, Competition Authority,
etc.
- Suppliers: Supply facilities, food and drinks, equipment, repair services, etc.
- Partners: Tourism websites such as Traveloka, Agoda, Booking, Hotels, etc.
 P a g e | 16

THE DIFFERENCE BETWEEN THREE HOTELS

Three-star hotel
To reach the 3 star hotel standard, the hotel must have a convenient location;
architecture and interior are designed beautifully and reasonable; minimum number of
rooms is 50 rooms. At least one restaurant has a bar, a conference room and a car
park. Air conditioning is provided in public areas as well as all bedrooms; rooms and
common areas must always have wifi. From 3 floors upwards, there is a separate
elevator for customers and staff and the reception is open 24 hours.

Four-star hotel
In general, 4 star hotel must meet all requirements such as 3 star hotel. Quality of
service needs to be met in all departments, especially with service personnel. Many
services for guests must be provided such as gym, spa and massage, swimming pool.
A minimum of 80 rooms are available with a choice of room types, including luxury
rooms and bathrooms, as well as high-end amenities and private baths for each room.
The 4-star hotel must have a large restaurant and bar. In addition, room service must be
available 24 hours, wifi is available in all rooms.

Five-star hotel
Five star hotels must meet all 4 star hotel requirements. The hotel must provide a
minimum of 100 bedrooms. In addition, bedrooms and the quality of service of the staff
must be at a superior level. Cleanliness, hygiene is also very high standard. Advanced
services are provided to guests such as valet parking, concierge services, 24-hour
reception and 24-hour room service. The 5-star hotel must offers luxurious suites,
including three separate rooms such as a bedroom, a living room and a bathroom. The
cuisine of the restaurant must be diverse and prepared by professional chefs.
 P a g e | 17

ORGANIZATIONAL CHART
Below is the organizational chart of Muong Thanh Grand Da Nang Hotel.

Rooms Division Department take responsibility for managing Front Office Department
and Housekeeping Department.

Front Office Department connects guests with the hotel services and the various parts
of the hotel. It supports the management in consulting, commenting on the situation of
the hotel, market demand, tastes of customers, trends in the future. It helps the
management team master the customer's situation, information about the customer
structure and the changes that make the hotel the most efficient.

Housekeeping Department provides the main service at the hotel, bringing the highest
revenue in total hotel revenue, taking responsibility about the rest of the guests at the
 P a g e | 18

hotel, combining closely and consistent with Front Office Department in sale and service
of chamber.

Food and Beverage Department also brings the high revenue in hotel (after
Housekeeping Department) in providing catering services to customers.

Sales Department searches customers for other departments such as Housekeeping

Department and Food and Beverage Department with the goal of expanding the market
and attracting potential customers to the hotel.

Human Resources Department provides tailored personnel to other departments,

combining with board of directors and management team to select qualified personnel
for the hotel.
 P a g e | 19

INTERRELATIONSHIPS
The Front Office Department must inform the Housekeeping Department about the
arrival situation and leave situation of guests to clean the room. On the other hand, the
Housekeeping Department must inform the Front Office Department about the situation
of rooms and the client's problem, so that the Front Office Department can handle the
problems promptly.

When guests order food with the Restaurant Department, the Restaurant Department
must immediately forward the request to the kitchen to prepare the dish for guests. After
cooking and presenting the dish, the kitchen department is responsible for telling the
Restaurant Department to deliver the dish to the guest. During the service, if required to
explain dishes, the kitchen department must support the restaurant explained to guests.

When guests request Room Service with Housekeeping Department, the Housekeeping
Department will inform the Food and Beverage Department to serve guests.

The Food and Beverage Department will transfer invoices, vouchers and debits,
receipts from customers to the Accounting Department and transfer relevant documents
such as attitudes and comments of guests to Sales Department. Sales Department will
send a thanks letter, customer care later.
 P a g e | 20

CONCLUSION
Following the above studies, the report has provided an overview of different types of
organizations and growth of the international business environment, particularly
focusing on the hospitality industry. It has also explained each of the chosen
organizations, including: background details of the organization; the products and
services they supply; the size and scope of the organization; the vision, mission and
business objectives; the organizational and legal structure; and information about their
stakeholders. In detail, it has explained the functions for one of the chosen
organizations, using an organization chart to show how the functions interrelate and an
explanation of how they relate to structure.
 P a g e | 21

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