Group Report

Group Assignment

Ways to Improve Your Hotel

Lecturer: ​Nuno Ribeiro
Course:​ BUSM 4570 – Facilities Management and Development
Time:​ Friday 3:00PM – 6:00PM
Word count: 4556 words (excluding references, appendices, cover page
and table of contents)
Name ID

Lieng Yen Vy S3746689

Do Nhu Quynh S3751665

Phan Le Hoang Duc S3757298

Tran An Binh S3756186

Nguyen Phu Hoang Minh S3752871

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Table of contents
Introduction 4

Methodology 4

Findings 5

1. Electricity 5
2. Fire alarm and Escape plan 6
3. Water 8
4. Wi fi connection 10
5. Waste disposal 13

Conclusion 15

References 16

Appendix 19

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Introduction
Hoang Long Hotel is a small-scale hotel located in 77, K street, Nhi Dong 2 quarter, Di An
ward, Di An commune, Binh Duong province. The hotel belongs to Thien Hoang Long services
trading company and the CEO is Nguyen Van Loi. The hotel was built in October 2010 and has
been in operation ever since. The hotel’s vision is to provide the guests with good facility, super
reasonable price and especially the most hospitable service (Nguyen 2019). According to Butler’s
model (1980), the hotel is in stagnation stage as it has been operating for 9 years, and the facility
has shown signs of degradation, which led to the decrease in the number of guests coming to the
hotel. The next stage is going to be either rejuvenation or decline, therefore, it is urgent for the
hotel to start making improvements in order to maintain old guests and not going near
bankruptcy. This report is going to mainly focus on five problems: water management, waste
management, Wi-Fi connection, fire escape plan and electricity management, we will also
provide recommendations for the hotel manager in term of each problem analyzed.

Methodology
The research for this report was carried out by using qualitative methods. In other words, the
data is collected mainly through observations and interviews during the team's one night stay at
the hotel. Each team member is responsible for investigating different facilities within the hotel
and making observation where necessary. Moreover, pictures of the facilities are also taken by
team members to be used as evidence and recommendations for the report. It should be noted that
the interviewees are mainly hotel staff​.

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Findings
1. Electricity
● Analysis
During the interview with one of the hotel staff, the air conditioning is said to cost the most
electricity. According to the investigation, the air conditioning units placed in the guest bedrooms
is very old and outdated. Not only do they consume more electricity, they also prone to
breakdowns and require constant maintenance works. Old air conditioning units can leave guests
feeling frustrated as their performance is not as effective as when they are bought.

Regarding lighting, the hotel use white light inside of the guest bedrooms and yellow light in the
hallways. However, there are only two sources of light in the hallways as well as in guest
bedrooms. The hallways of the hotel is fairly long and narrow, and though it may be well lit
during the daytime, it may not be visible enough during nighttime for guests to navigate to their
room, furthermore one of the light bulbs is not functioning. It is worth mentioning that the hotel
is using compact fluorescent light (CFL) for the hallways. According to Abbas (2018), while
CFL have a longer life span in comparison to incandescent light, it has a weak light rendering
performance. Furthermore, CFL biggest disadvantage is the chemical content within it. CFL
contain mercury, a toxic substance, if one of the light bulbs is broken, it must be disposed with
cautious or the mercury will leak out (Abbas 2018). The hotel also use CFL in the guest
bedrooms, however, there is great additional natural lighting from the room’s windows. But the
light bulb is placed opposite to the bed, which can cause the light to shine directly into the guest
eyes​.

● Recommendation
Jones & Zemke (2010) stated that electricity is accounted for nearly 80% of hospitality
facilities energy consumption in general. It is essential for the hotel to utilize their energy source
while being cost conservative. The following recommendations will help the hotel resolve their
electrical issues.

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It would be paramount for the hotel to renovate their lighting system as lighting is one of the
most important aspects when creating a memorable experience. For short term solutions, it is
recommended that the hotel should place an additional light bulb in the hallways to make up for
inactive light bulb, as well as provide maintenance works to ensure the longevity of the light
bulbs.

However, the suitable solution for long term uses would be changing the lighting system into
LED light. In comparison with CFL, LED light is much more efficient in terms of light rendering
and energy consumption. LED have a higher rate of light rendering than CFL, capable of
reaching up to 83 color rendering index, which means that LED can give out a good amount of
color rendering (Fraser 2018). Also, LED save more on annual energy cost. A LED light bulb
consumes only 6 to 8 watts while a CFL bulb consumes up to 13 or 15 watts in the electrical
network (Surbhi 2018). Although initial installation cost can be high, the durability and efficiency
of LED can improve the lighting system of the hotel greatly as well as reducing the energy
consumption rate. One disadvantage of LED bulbs is that they require high maintenance works.
As for guest bedrooms, it is best for the hotel to also install LED light there, however, the hotel
can consider a small unit of LED light since natural lighting is utilized effectively.

The air conditioning units needs to be replaced with newer models. New models of air
conditioner feature smart inverter system that boost the cooling performance with the minimum
amount of energy needed by alternating electric current (n. a 2018). New and energy efficient air
conditioning models are now very popular in Vietnamese household therefore acquiring these
models with fair price is possible.

2. Fire alarm and Escape plan

● Analysis
According to Viet Nam’s law on fire protection with hotels that have less than five stories,
the regulations are the same with the ones applied for hotels with more than five stories but less
than nine stories, however, there are adjustments that need to be made for specific scale of each
hotel (pccc 2017). The law stated really clear in Clause 1, Article 7 of Decree 79/2014 that hotels
must have specific rules, regulations, escape plan suitable for customers to escape incase of fire

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depends on the scale of the hotel. Electrical system and heat sources in hotels must be secured
with fire prevention, the hotels also have to be accessible for firefighters in case of fire.

According to the interview with Hoang Long hotel’s manager, the hotel has two portable fire
extinguishers in each floor of the hotel (figure 1), all the heat and electrical sources are secured
carefully and frequently check up by well-trained staffs. The manager also stated that the staffs
are trained very well to know how to prevent fire cases and the hotel also practices fake scenarios
once every six months so the staffs will know what to do in case of a real accident. According to
my observation, the hotel does not have a fire escape plan, however, this is a small hotel and
every room can access to the stairs quickly, this is also the only escape way in case of fire. The
only staircase of the hotel is pretty narrow and may create a chaotic situation in case of urgent
evacuation (figure 2). The hotel also does not have fire alarm system, water spray system and
sprinkler system, however these are not mandatory for such a small-scale hotel. The hotel located
on a large road that will be easy to access in case of fire (figure 3).

● Recommendation
Even though this hotel located in Binh Duong province, far away from the city’s center.
Visitors who come to this hotel are not travelers, they are usually business people or local people
who go there to visit relatives. Small hotels which locate far away from city’s center and are not
in tourist’s attraction spots like this hotel usually have the lowest safety standards among other
kinds of hotels (Sierra, Romero & Gamez 2012). However, safety and security are two of the
most important factors when customers choose hotels and “well-equipped fire prevention systems
in accordance with local regulations” is one of the top five most important in-house safety
requirements perceived by customers (Lam & Chan 2013). Therefore, I suggest the hotel’s
managers to install some fire protection equipment with a reasonable budget for the hotel to
enhance to safety perception for customers.

There are a lot of recent modern equipment that can enhance the safety of the hotels in term of
fire such as fire-rated door, smoke and fire dampers, flame detectors... (Jones & Kemke 2010),
however, it may be unnecessary for such a small-scale hotel and the cost maybe prohibitive.
Therefore, I suggest recommendations that can enhance the safety level of the hotel in a practical
way as well as requiring only reasonable costs. First of all, as stated in the analysis part, it is not

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mandatory for this hotel to have a fire alarm system, however, I think it is necessary to install one
to enhance the hotel’s safety. The hotel has three stories consist of 18 rooms and in case of fire, it
will be hard to warn each room about the accident. The fire alarm is the minimum element that
should be made in order to make the guests feel more comfortable and safer when staying at this
hotel. The price for installing a fire alarm system is affordable, the price of a fire alarm system
for less than five story buildings can range from 500,000 vnd to 2,000,000 vnd depends on which
kind (pccc114 n.d.).

Secondly, the managers can consider installing smoke detectors for the hotels. Since the rooms
here allow smokers, the manager only need to install the smoke detectors in the hallway (figure
4) and the main public area (figure 5). The price of one smoke detector can range from 350.000
vnd to 700.000 vnd.

In short, installing these kinds of equipment will increase the fire prevention ability of the hotel,
which will result in higher perception for hotel’s safety from customers. Moreover, these
products are the most basic, have really affordable price and can be found easily in Viet Nam’s
market.

3. Water
● Analysis

The dynamic growth of the tourism industry has brought about the dramatic demand for
water supplies, especially the hospitality establishments as hotel properties (UK Essays 2013).
The hospitality sector is usually associated with a large amount of water wastage during its
operation (Ariadna, Xavier & Anna, 2017) since over 10% of the hotel’s bills are from the cost of
purchasing water (Lenka, Kamil 2016). The majority of water is used for laundry, food
preparation, guest bathrooms and sometimes from leakage issues. However, water distribution is
usually taken for granted and lack of understanding from the facility managers.

It is a crucial mission for tourism and hospitality businesses to minimize the use of water for both
environmental and financial reasons (Green hospitality n.d.). Based on the UK’s Environment
Agency, hotels can help reduce the water wastage consumed by guests up to 50% of the total
amount, compare to the poor performance in water management (Slide Share 2014).
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The scope of this part only concentrates on analyzing the water management performance of
hotel Hoang Long in recent years. Particularly, this part only addresses hot-water heater and
leaking valves and piping problems caused by the lack of refurbish and renovation during the
operation period.

Based on my observation and the interview with the hotel managers, dripping faucets issue
increases the housekeeping cost and disturb the comfortable of many guests. Specifically, 8 over
20 bathrooms are suffering the same dripping faucets problems overs a year but still not has any
sufficient solutions.

A slow drip waste approximately 7 to 10 gallons of water per day, adding up to over 3720 gallons
of water per year, which costs about 20 dollars per year (Anh 2012). However, a significant
faucet leakage can consume from 30 to hundreds of gallons of water per day. Then, this will
create a massive cost for the hotel, from 60 dollars to 200 dollars per year (Anh 2012). In this
case, Hoang Long hotel facing with the slow dripping problem, which may cost about 20 dollars
per month over 50 dollars of water cost per month, which is quite a huge cost for the water
wastage issues. Therefore, the manager should take certain actions to prevent the future cost of
water wastage for the hotel.

Furthermore, according to ITP (2008), water consumption in toilets of guest rooms presents 34%,
which is the highest proportion of water consumed in the overall accommodation facilities. Flow
rate is vital to the function as well as the water bill of the hotel (Kimberley 2018). The maximum
water output from faucet need only about 6 liters per minute in guest and staff bathrooms;
however, due to the lack of awareness during installing, a faucet in Hoang Long can consume
over 15 to 20 liters per minute, which leads to a great amount of water leakage and also creating
unnecessary cost for the hotel.

● Recommendation
At first, repairing a dripping faucet is not a challenging task. Firstly, the facilities managers
should detect the causes of the leakage, whether it is from the seat washer, which is usually the
cause of water dripping. If the reason is from a seat washer, then it needed to be replaced.
Normally, a seat washer lasts 1 to 5 years, and 1-year life seat washer can handle heavy use, high
temperatures and high water pressure (Frank, Alan 1997). The need to change a seat washer
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should consider the use, its age, water temperature, and the chemical on water supply. The
amount of time required to change the seat faucets is about 3 to 10 minutes, and a seat washer
costs from 5 to 50 cents depends on the faucet and fixture (Frank, Alan 1997). Specifically, it is
required approximately an hour to fix all the dripping faucets in the hotel, and the repair cost that
includes labor cost and materials costs maybe around 100 dollars. This may be an expensive cost,
but potentially further reducing the hotel’s water bill.

Secondly, I suggest that the manager should equip the aerators into the end of faucets in order to
reduce the water consumption and also decrease unnecessary cost for the hotel (The Travel
Foundation 2011). Aerator’s function is to dilute the water stream with air. Specifically, it uses
the small mesh screens to divide the flow of water into numerous small streams and adding the
air in between (Danco 2016). This method helps reduce the volume of water flow from the
faucets while maintaining the high-pressure rate of water output.

An aerator faucet usually costs around 5 to 10 dollars based on the quality. It is able to install in
95% of faucets and save up to 1,274 liters of water per month (The News Minute 2017). The
initial investment for the aerators in all the guest bathrooms in Hoang Long hotel will be about 90
dollars and achieve the pay-back period of 2 months. Therefore, the utility bill savings from this
method is overweighed the initial cost of installing the equipment. Overall, installing aerators
faucets is a highly-effective measure to minimizing the volume of water consumption and water
costs that do not affect the experience of the guest.

4. Wifi Connection
● Analysis
In the 21​st Century, one the most remarkable change in the tourism and hospitality industry
business operation and the behavior of the customer towards the tourism segment is activated by
a rapid innovation of the Internet (Stetic, Simicevic & Milicevic 2017), which indicates that the
Wifi connection has played a crucial roles in a tourism organization and been one of most
important factors which contribute to the reputation and existence of a hospitality enterprise.
However, Hoang Long hotel did not seem to accommodate sufficiently with this wireless
communication situation since according to our observation on the a field trip to the hotel, on the

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responsibility of the Wifi connection part, Nguyen (2019) told me that his hotel was using the
internet service from VNPT, which is one of the biggest Posts and Telecommunications Group in
Vietnam, however they only purchased the average pack of data called Home 2 which is an
average family pack of data usually utilized for a regular home since the hotel stated that this was
just a family business therefore the pack of data purchased is affordable and reliable to them
(Nguyen 2019) even though this telecommunications company also provides a business internet
package for enterprises (Vnpt 2019). Moreover, I discerned that although Hoang Long hotel is
consisting of three floors (excluding the ground floor) with approximately twenty rooms, there
are only two Wifi stations installed at the first floor and the third floor in figure 7 to provide for
all customers in six rooms per floor, which is eighteen accommodations, and other family
business operation spaces of the organization (Nguyen 2019). From that point of view, it has
created a huge problem regarding the quality of the wireless internet connection at Hoang Long
hotel since according to our examination, the Wifi is very poor and hard to reconnect despite
having stayed on the first floor, I believe that the weak internet connection is generated by the
over amount of users from over eighteen rooms of just only two Wifi stations with average
family data package. Furthermore, Nguyen (2019) also confessed that most of the guests of the
hotel are business travelers due to the fact that Binh Duong is home to a famous manufacturing
industry and including about twenty eight industrial areas (Wikipedia 2019) therefore there were
many direct complaints from the customers about the quality of the internet connection since they
could hardly be able to access the Wifi system in order to execute their work and personal
activities. Thus, the Hoang Long hotel is believed to be coping with a serious internet system
issue as Eades (2018) has mentioned that free, fast and secure Wifi takes a colossal part in
manipulating the client satisfaction and poor Wifi could possible influence the customer
massively since connectivity is more important in 2018 than ever and the consumers expectation
is uninterrupted, super-fast internet system, specifically business travelers are in necessity of
being capable of checking their email and online conference calls at any moment therefore poor
Wifi reviews will be able to damage to the tourism organization reputation and play a role in
shutting off potential customers, in fact, according to a commissioned study by NETGEAR, Chin
(2014) stated that 73% of customers under the age of 35 would not return to a hotel with poor
Wifi and 94% of business travelers and over 90% of respondents from both business and leisure
groups believed that the quality of wireless internet service was the top amenity desired at every
hotel. Therefore, the internet connection is not only a gateway toward tourism organization and
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attraction but also a foundation for both, their whole business operations on one side and the
source of information about the journey, supporting the travelers in making decision, planning
and paying for it on the other side (Stetic, Simicevic & Milicevic 2017), which is emphasizing
that having a strong Wifi connection benefits not only the enterprise internal performance but
also enable the wireless internet service to strongly impact on the customer decision and
satisfaction on the willingness to spend on their accommodation since guests who are pleased
with the quality of Wifi is eager to expend 50% more cash at the hotel than average (Chin 2014).

● Recommendation
In order for Hoang Long hotel to tackle with the quandary of poor Wifi connection, I believe
that there are several solutions to fix this situation. Firstly, the hotel should strive to invest in the
Wifi connection system of the enterprise by purchasing a high quality pack of data from VNPT
for their internet access such as family package Home 3, which has the speed of 50 Mbps and the
monthly fee of 259,000 Vietnam Dong; moreover, there are packages of six months including
one free month with the price of 1,554,000 Vietnam Dong and twelve months comprising three
free months with the price of 3,108,000 Vietnam Dong (Vnpt 2019); furthermore, the hotel
should install plenty more of the Wifi stations in every floor therefore with the strong and high
quality package of data and the sufficient coverage of the Wifi modems in the hospitality, the
hotel will be able to provide an uninterrupted and powerful internet system for the demand of
over eighteen rooms and other internal family operation areas in the building. Secondly, if the
hotel is willing to generously invest to improve their wireless internet system, they are suggested
to adopt the pack of data exclusively used for business; even though this business package has a
pretty higher cost, it will consist of many specific and particular benefits for a profitable
corporation with a very high quality of data in the range of speed from 36 Mbps to 500 Mbps and
also provide six-month and twelve-month packages including the same free amount of months for
each type of packages with the price range from 1,386,000 to 396,000,000 Vietnam Dong (Vnpt
2019).

In conclusion, the hotel should seriously take these solutions into consideration so as to establish
the most suitable resolution to improve this poor Wifi situation in order for Hoang Long hotel to
maintain their existence and success in this demanding market.

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5. Waste disposal
● Analysis
Tourism industry has been developed rapidly worldwide in general and in Vietnam
specifically and so does the hotel industry. Beside the undoubted benefits that tourism brings on
employment and economic sectors, on the other hand, tourism industry also have negative effects
on the environment, in which solid waste is the most noteworthy factor (Ezio et al, 2014), In
tourism commerce, besides attractive tourist attractions, the accommodation is also considered as
a significant aspect to attract visitors as well as a major cause of generating waste (Molina-Azorin
et al, 2009). According to a research paper carried out in 120 hotels, waste constitution from hotel
was categorized into three main types that are biodegradable waste, recyclable waste and non-
recyclable wastes which accounted for 58,5%, 25,8% and 15,7%, respectively. The larger size of
a hotel, the higher amount of biodegradable waste and the less percentage of recycled waste. It
means that Hoang Long hotel, a small size hotel will have a lower percentage of biodegradable
waste and higher amount of recyclable waste. A visual demonstration for the high recyclable
waste are ​In-room amenities which are toothbrush and sanitary items such as soap are all
disposable toiletries prepackaged (Figure 8 & 9). Since to ensure personal hygiene, each guest
will definitely consume at least one of each disposable sanitary items. So monthly, the hotel has
to purchase thousands of units. ​Glenn Whithiam (1990) stated that “Packaging materials,
particularly fast food packaging and most especially foam containers, are a major of solid waste
in our landfills” ​it means that the hotel will cope with a big environmental challenge of
disposable hygiene products. Instead of providing small size toothpaste, Hoang Long hotel
should provide a full size one as a collapsible tube that can not be refilled. At the same time,
thousands of units of toiletries prepackaged should be replaced by bottles so the staff can refill
many times. By replacing with refillable dispensers for shampoos, soaps, the hotel can greatly
reduce the expense as well as waste production.

Waste produced not only in guest rooms but also in public areas. The majority of waste are
generated from kitchenette (food and beverage waste, packaging, carton box, water plastic
bottle), reception area (flower, paper). Additionally, in a long- term operation, the hotel will carry
out maintenance projects which also contributed to waste generation by material goods and

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assets. At the present, the waste from Hoang Long hotel is disposed off at the nearby collection
spots (Figure 11) which give the hotel an unattractive appearance of a mess and bad
smell. Therefore, Hoang Long hotel has not had an effective waste management system which
focuses on waste reduction, reusing and recycling.

● Recommendation
There are two recommendations of enhancing the effectiveness of waste management.
Firstly, characterizing and classifying the waste. Although Hoang Long hotel has done waste
classification by using two kinds of trash bins (Figure 10). However, that is not enough. Clean
recyclable waste, for example, paper and cotton. They are covered by dirt when they are put into
recycled trash bin with other waste. Therefore, there is an urgent need of more categorization of
waste that are office waste included papers, brochures and bills; and household waste such as can,
bottle, cotton boxes, bottles. Secondly, understanding waste stream. This concept was illustrated
by European Parliament (2005) provides general principles to control waste by providing
understanding about specific characteristics of each waste stream and five waste treatment
methods that are prevention; preparing for re-use, recovery; recycling and recovery; and disposal.
Prevention is the first priority in the process as even though when reduce or recycle waste, the
hotel still produces a particular amount of waste; and disposal is the last resort which related to
the landfill. Therefore, changing the in-room prepackaged products to dispensers can help the
hotel to prevent the production of waste.

Waste management in hotel is a major problem and has not been treated correctly. It is
compulsory for the hotel to implement basic principles, for instance, classifying the trash and find
ways of minimizing the waste of using more environment-friendly products. A lot of efforts on
waste management need to be put in order to maintain hotel sustainability and reduce negative
influences on the environment.

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Conclusion
Based on the qualitative methods, this report concentrates on investigating 5 prominent
issues, including water management, waste management, Wi-Fi connection, fire escape plan, and
electricity management.

Specifically, regarding the electricity problems, most of the effectiveness of air conditioner is
impairing due to the old and outdated designs, and the ineffectiveness of lighting installed in the
hallway and guests room. Therefore, the hotel should consider to renovate the lighting system
and replace old air conditioners with a new model that can help them save money for the
long-run. Moreover, as the lack of fire prevention systems poses a thread for many guests, hotel
manager should install well-equipped fire prevention systems with a reasonable budget to ensure
the safety of the customers.

Furthermore, in order to minimize the amount water usage and water wastage, preventing
dripping water from faucets and installing aerators is a practical solution at can be applied
immediately to the hotel’s operation and do not require huge investment. In addition, as the target
customer of the hotel is business people, stable Wi-Fi connection is a crucial requirement. Thus,
this report detects the reasons for poor internet connection and recommends purchasing a
high-quality pack of data from VNPT to enhance the experience of guests. Lastly, Hoang Long
hotel fail to have an effective waste management system due to undisposed wastes generated
from sanitary items and kitchenette. Therefore, classifying, understanding the waste stream and
prevention wastes is urgent action. Particularly, providing more specific categorization of waste,
using prepackaged products that are able to dispose and foremost, striving to avoid producing
waste is the first priority.

Overall, this report has addressed some notable problems that this hotel is currently facing and
suggested some specific solutions that the hotel managers should take. These solutions help to
enhance the effectiveness of the hotel facilities, reduce costs in the long period, and contribute to
the protection of the environment.

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Appendix

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Figure 11

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