TTLV: “Taking advantage of information technology to improve service technology capacity of Vietnamese hotels – Case study of Silk Path Hotel, Muong Thanh Hotel, Bao Son Hotel”

MASTER'S THESIS INFORMATION

1. Student's full name:NGUYEN THI NGOC BICH

2. Gender: Female

3. Date of birth: March 17, 1986

4. Place of birth: Hanoi

5. Decision on recognition of students No. 1528/2009//QD-XHNV-KH&SDH dated October 14, 2009 of the President of the University of Social Sciences and Humanities, Vietnam National University, Hanoi

6. Changes in training process: None

7. Thesis topic name:“Taking advantage of information technology to improve service technology capacity of Vietnamese hotels – Case study of Silk Path Hotel, Muong Thanh Hotel, Bao Son Hotel”

8. Major:Science and Technology Management; Code:60 34 04 12

9. Scientific instructor:Assoc. Prof. Dr. Vu Cao Dam, Director of the Center for Policy Research and Analysis, University of Social Sciences and Humanities, Vietnam National University, Hanoi.

10. Summary of thesis results:

There are many hotels in the world that have taken full advantage of the superiority of information technology, bringing guests staying at the hotel wonderful experiences, like entering the paradise of an information technology world with smart activities in the hotel. Many people from there say that staying at a hotel is not to enjoy the service of the room, table, bar, kitchen but to come to the hotel to experience the information technology capacity here. Vietnam is not out of the rotation of hotel technology. A country with great tourism potential and economic investment potential like Vietnam, arranging for our foreign guests to have a comfortable, modern "place to eat, a place to sleep" is an extremely important mark to promote tourism business, promote attracting economic investment in Vietnam. Many investors, just because of the interesting experiences at the hotel, fully understand the level of technology at Vietnamese hotels, can deduce the general level of technology of the whole country. Therefore, the first impression at the "place to eat and sleep" is extremely important. As the topic has analyzed, in reality, Vietnamese hotels still have many weaknesses in utilizing information technology in hotel service operations. The weakness comes from the poor awareness of local managers in Vietnam, and from the fact that Vietnamese investors have not clearly seen the great effects of modern hotel technology. The weakness also comes from the education system that does not focus on promoting soft skills in information technology for students participating in the hotel tourism industry. And importantly, there is a large shortage of investment capital and a policy to encourage hotel businesses to invest in information technology.

The topic of the survey is 3 hotels that are quite famous in the local hotel investment community, namely Silk Path, Bao Son and Muong Thanh, but still reveal many disadvantages of this activity such as: low-quality human resources, lack of synchronous investment, incomplete application of information technology, people's awareness of not wanting to learn, no clear policy for information technology in hotels... From that, it can be inferred that at lower star hotels such as 3 stars, 2 stars and guest houses in Vietnam, the application of information technology is extremely poor. This is an extremely worrying context about the backward technological capacity of Vietnam's tourism.

The topic has proposed solutions to improve the capacity of hotel service technology by taking advantage of the superiority of information technology: there should be a policy to apply information technology to each hotel business, a macro policy to promote the application of information technology from the state and a policy to bring hotel information technology into specialized education in hotel and tourism.

11. Practical application:Proposing policy measures to apply information technology to improve the technological capacity of Vietnam's hotel services.

12. Further research directions:

- Standard model of a Vietnamese hotel with technology policy

- Expand the use of technology capacity building policies in Vietnam's tourism services

13. Publications related to the thesis: None

INFORMATION ON MASTER'S THESIS

1. Full name:NGUYEN THI NGOC BICH

2. Sex: Female

3. Date of birth: March 17, 1987

4. Place of birth: Ha Noi

5. Admission decision number: 1528/2009/QD-XHNV-KH&SĐH, Dated 14 Oct 2009 by Rector of University of Social Sciences and Humanities, Vietnam National University-Hanoi

6. Changes in academic process: None

7. Official thesis title:“Applying preeminent property of information technology to enhance Vietnam hotel service technology ability (case study: Silk Path Hotel, Muong Thanh Hotel & Bao Son Hotel)”

8. Major:Science and Technology Management; 9. Code:60 34 04 12

9. Supervisors: Dr. Vu Cao Dam – Director of The Center for Policy Studies and Analysis, University of Social Sciences and Humanities Hanoi

10. Summary of the findings of the thesis:

There are a lot of hotels all over the world applied preeminent property of information technology to make their guests had a lot of wonderful experiences as to come to information technology paradise with intelligent technology activities. Somebody stated that they come to hotel are not only to receive room or food & beverage service but also to want to try information ability there. With Vietnam – a tourist and invest potential country, arranging for foreigner guests had a comfortable sleep place will make a strong impression for them. That will push tourist business development. Sometimes, some investors try good technology experiences in Vietnam hotel they will appraise about the general technology ability of Vietnam. The thesis shows some weaknesses of hotel Vietnam in applying information technology by case study. All this weakness comes from the owners of Vietnam and management board of Vietnam did not see the importance of technology with hospitality industry. Other weakness comes from Vietnam education did not care for information technology training for hotel students. Another weakness is the lack of a policy applying information technology to hotels of Vietnam government and Vietnam investers.

Silk Path hotel, Bao Son hotel, Muong Thanh hotel are the local famous hotels of Vietnam, but they show some weaknesses about applying information technology: Human resources show the weak technology ability, asynchronous investment, people lazy to learn technology. So we can think other hotels of Vietnam behind these hotels for example: 3 stars hotel, 2 stars hotel will be very weak in information technology.

Thesis gives some solutions to apply information technology to hospitality industry by policy of government and investors and education policy.

11. Practical applicability:

Propose the solutions to apply information technology to enhance Vietnam service hotel technology ability.

12. Further research directions:

- Exactly sample of a Vietnam hotel that has applied information technology policy.

- Approaching applying information technology to enhance Vietnam service tourist technology ability.

14. Thesis-related publications: None.