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1A: No it’s a lot harder. Because it is a center hotel in most crowded city .

1A: No it’s a lot harder. Because it is a center hotel in most crowded city .

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In-depth interview 8:





Interviewer (H): Huynh Minh Phuong







Interviewee (1B): Nguyen Phuong Thao







Title: FO staff- Ex-line







Date of interview: 08 August 2018







Duration : 25 minutes.



Could you please introduce about yourself and your position in the hotel ?

1B: I am a frontline staff. In the task area it covers the front office, call center, club lounge. The guest

service suite includes the concierge , bellboys and the Guest Relations Department, which takes the

first contact with the guest looking for during their stay. These are basically heavyweight.

Have you worked in any hotels before Majestic ?

1B: No, there are only internships. It’s my first place of job.

What do you believe about hotel working hours ?

1B: It’s too stressful. After the change, I feel so tired. Can’t imagine how individuals in this field have

been working here for more than a decade . I believe I would travel more frequently when I joined.

What is your opinion about a balance between time allocated for work and personal interests?

1B : At present , I see just work relates . However, a scenario could be quickly altered.

Do you believe that your job shifts are intended for the benefit of employees and employers?

1B : Naturally in the employer’s favor.

Does your employer ask for additional working hours ?

1B : When we had to prepare for peak season, it wasn’t

How would you compare your present payments to the prior job?

1B :You don’t expect any higher wage when you are an intern .

Do you get your payment in time?

1B :Yes.

Does hotel have a scheme of bonuses and benefits ?

1B :Sometimes I get suggestions from the guest for assistance or to prepare a particular space



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Do you believe your wages are commensurate with your duties ?

1B Though a wage is little higher than other place but a lot of norms and guidelines are in place.

How about other benefits for staffs at Majestic ?

1B :In general, normal benefits have been nice .

Is your work stressful ? How does it work ?

1B : It is because of different guests with so many demandings.

Are you with your peers in good relationships ?

1B Yes

Do you have excellent manager relationships?

1B I think I do.

Are you involved in a choice making ?

1B Not often. I’m going to say it during the meeting if I have an idea.

Can you be creative at job and speak your thoughts ?

1B Yes , I can be

Do you believe that every shift has enough staffs ?

1B Yes, according to hotel.

What is the range of career progression ?

1B : Trainings are fundamental but they are useful to repeat frequently. A hotel is known for having a

good adaptation for staffs , therefore that is a nice chance to build a career.

Do you believe that your executives have enough experience and skills in their employment ?

1B : Some of them do not at all.

Do you believe that executives appreciate your contribution and commitment to the job process

1B : I think they do.

What do you think about FO management towards staff ?

1B : I disagree. For sure, there’s an individual that leaders like.



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Why do you like your hotel work and choose here at Majestic?

1B : My interest is travel and hospitality sector in specific. After school, I find a job and see an

opportunity here.

Was the real job the same as you anticipated ?

1B : For now , it’s hard, but I might just have to get used to it.



In-depth interview 9:





Interviewer (H): Huynh Minh Phuong







Interviewee (1C): Ma Quoc Hung







Title: Current HR staff







Date of interview: 08 August 2018







Duration : 25 minutes.







Address: Majestic hotel



Could you please introduce about yourself and your position in the hotel ?

1C: I'm responsible for training and apprentices, for both line staff and leaders in the hotel and also

to implement any projects,make sure all standards are in line and new employee are well trained.

Is there sufficient staff in hotel for planning ?

1C Yes , it is . Specially, in a peak season, there is always more than a number of normal tasks and

it needs a big supporting from supervisors.

What is the range of career progression ?

1C : A promotion is supposed to be after two years at first and lately a wage rise is given

.

Do executives own enough competencies and skills ?

1C: That’s right, yes. But they ought to be more relaxed. I’m scared of their approach.

Do you believe that executives appreciate your contribution and commitment to the job process?

1C : I think I believe it is.

What is your opinion about FO management attention towards staffs ?

1C: Well, frankly , I don’t understand . I believe so.

Why do you like your hotel work ?

1C : Our colleagues now are like a second family. My job gives me a chance to meet new people



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worldwide. I can learn different things from other cultures.

Why did you choose to work here at Majestic ?

1C : My desire is to have an experience for working in this standard of hotel.

Do you think your current position matched with your anticipation ?

1C : It might be better. It is supposed that most of my duties are fixed but it doesn’t work like this

in reality.



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Data collected after the interview:

Question

What are the

reasons why

front line staffs

in hotel decided

to leave soon?



What is the key

main reason

lead to the

issue?

What is the

solution



Findings

1A

Unbalance worklife

Payments not in line with

responsibilities &

workload

Low trust level in middle

management



Supervising support



1B

Stress factors

Poor work life

balance

Payments not

in line with

duties



2A

Too many duties

Poor functioning

reward system



Too many duties ,

Inability of combine not combined with

work with studies

studies



Payments not in

line with

responsibilities &

workload

No involvement in

decision making



Leadership



Every individuals



Conduct leadership and

task trainings to managers Flexible policy



2B



Manager assigns the



should have a



which works



suitable workload to



mentor to



the best and



the team members



communicate and



should be



receive the



taken first?



coaching.



2C

Workload

Leadership

Unclear tasks



Inability of

combine work

with studies



Train managers to

understand how to

handle guests,

manage the

workload for team



2D



3A



3B



Lack of

financial

rewards and

bonuses

Poor

management

Biased

attitude



Low trust

Inability of

level in

management to

implement hotel

middle

management

policies into

practice



Lack of supervising

experience and

competencies.



Low trust

level in

middle

management



Middle



Train in time Recruit trainees to



management

training increase.



Stress factors



and task



balance the



management



workload for the

team



coaching



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1A: No it’s a lot harder. Because it is a center hotel in most crowded city .

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