Contents

Introduction........................................................................................................................2

Research finding................................................................................................................3

Background....................................................................................................................3

1.0 An introduction to the key operations of the organization.................................6

2.0 Details of each of the key operational functions, identifying the roles and
responsibilities of managers in the key operational functions....................................7

3.0 The key operational approaches to operations management and their value
13

4.0 The impact of external business environment factors that affect decision-
making by leaders and managers.............................................................................18

5.0 How operational efficiencies can be improved to successfully meet business

objectives using appropriate management and leadership approaches..................25

6.0 Recommendations..........................................................................................31

Conclusion.......................................................................................................................33

References.......................................................................................................................34

1
Introduction
Operations management is the activity of managing the resources that create and
deliver services and products. Operation management is the method by which
enterprises, organizations used in the unit in order to enhance the efficiency of business
operations in a manner optimized, profitable and highest value for business. At the
same time, minimizing the negative marks on the business results and minimizing
influence on the prestige brand, business, organized on the market. [ CITATION Ami11 \l
1033 ]

This report is written with aim that feedback on best approaches and practices with
regards to operations management. It also addressing how the leadership and
management team can improve overall operations within the company.

To support this, investigating external business factors which impact upon operational
management and the decisions the management team makes are essential
requirements for this report. Specifically, it includes an introduction to the key operations
of the organization; details of each of the key operational functions, identifying the roles
and responsibilities of managers in the key operational functions. It must also mention
the explanation of the key operational approaches to operations management and their
value; an evaluation of the impact of external business environment factors that affect
decision-making by leaders and managers; how operational efficiencies can be
improved to successfully meet business objectives using appropriate management and
leadership approaches. Conclusions and supported recommendations for future
improvements to be taken by the organization will be the final task of the report.

2
Research finding
Background
Vingroup Joint Stock Company (Vingroup JSC) is Vietnam's leading private economic
group which was founded in August 1993, originally named Technocom Corporation
[CITATION Placeholder1 \l 1033 ]. Vingroup is famous for real estate brands, hotels, tourism,
entertainment, medical services, education and retail systems [ CITATION Vin18 \l 1033 ].

In its early days, Vingroup focused on developing hospitality, commercial, and

residential properties under the Vinpearl and Vincom brands. Today, Vingroup operate
in eight major business segments including property, hospitality and entertainment,
consumer retail, industrials, healthcare, education, agriculture and technology [ CITATION
LeS17 \l 1033 ].

Because of Vinpearl is a brand that Vingroup focuses and develops in the early days of
its establishment, today, Vinpearl is a leading developer and operator of hospitality and
entertainment properties in Vietnam [CITATION Placeholder1 \l 1033 ] . It owns and operates
five-star and above five-star resorts, hotels, condotels, and beach villas with private
brands such as Vinpearl Luxury, Vinpearl Hotels & Resorts, Vinpearl Discovery and
VinOasis [ CITATION Vin192 \l 1033 ].

As one of Vinpearl's famous hotels and resorts, Vinpearl Resort & Spa Phu Quoc is
named tropical paradise on Vietnam's pearl island. It located on the stunning Bai Dai
Beach which belongs to Phu Quoc Island, Kien Giang Province and is designed
according to Indochina architecture with typical red tile roof in Vinpearl Phu Quoc. The
resort is also considered a tropical haven of suites and villas on earth for those looking
for exotic landscapes and blissful relaxation. It is home to a PGA-certified golf course
designed by IMG and is close by Vinpearl Land, Vinpearl Safari and Convention Center
[ CITATION Vin193 \l 1033 ]. Below is an organizational structure of Vinpearl Resort & Spa
Phu Quoc.

3
 General
Management

Rooms Marketing & Food & Human Finance &

Division Sales Beverage Resources Accounting

Front Office Restaurant

Housekeeping Catering

Reservations

[ CITATION Ric16 \l 1033 ]

The organizational structure of Vinpearl Resort & Spa Phu Quoc is divided into different
parts according to the diagram above. And it has three main areas as follows.

 Front Office is considered as the face of Vinpearl Resort & Spa Phu Quoc. It
plays an important role in building the image and directly affecting the business
performance of resort. This department shows the professionalism and quality of
this resort. [ CITATION Han18 \l 1033 ]
 Housekeeping is a key and indispensable part of contributing to 60% of the resort
revenue with the main task of ensuring the quality of each resort room. The
luxurious, neat and clean bedrooms are the pride of the housekeeping
department. [ CITATION Din181 \l 1033 ]

4
  Food and Beverage (F&B) means restaurant and drink service. It includes
restaurant and bar in the resort which provides food and drinks for guests. It is
the second highest revenue division after the housekeeping and contributes to
branding for the resort. [ CITATION Wah16 \l 1033 ]

1.0 An introduction to the key operations of the organization

The operations function is central to the organization because it creates and delivers
services and products, which is its reason for existing [ CITATION Kar18 \l 1033 ] . The
operations function is one of the three core functions of any organization. These
include:

- The marketing (including sales) function – which is responsible for

communicating the organization’s services and products to its markets in order to
generate customer requests.
- The product/service development function – which is responsible for coming up
with new and modified services and products in order to generate future
customer requests.
- The operations function – which is responsible for the creation and delivery of
services and products based on customer requests.
[ CITATION Abh18 \l 1033 ]

2.0 Details of each of the key operational functions, identifying the

roles and responsibilities of managers in the key operational
functions
Operations management pertains to managing the operation and process within an
organization. Within the process, operations management performs various functions
that are apart of aiding the increase within production [ CITATION Ada18 \l 1033 ]. Therefore,
here are three key functions and details of them in Vinpearl Resort & Spa Phu Quoc
operations management.

2.1 Front Office

Front Office is the first place to interact with customers and place that easy to impress
customers. Therefore, the Front Office is considered a face of the resort in

5
communicating and creating relationships with customers, suppliers and partners
[ CITATION Jus18 \l 1033 ].

Front Office plays a very important role in resort business. It is considers as the nerve
center of resort, the representative of the resort, room’s seller, providing all resort
information to guests. It is also the place to receive, solve all complaints and complaints
from customers and is a part to understand all tastes of customers. This is also an
efficient assistant of the manager in advising, commenting on the situation of the resort,
the needs of the market, the tastes of customers, future trends, etc in helping the board
of directors to master the information and the status of the guests. From there to making
changes and strategies to improve products, service and market to bring the highest
business efficiency to the resort. [ CITATION Duc14 \l 1033 ]

Roles and responsibilities of Front Office manager are important factors for the
department to grow better. Like other good managers, the front office manager of
Vinpearl Resort & Spa Phu Quoc always considers himself as an example for
employees to learn and follow. The manager has the lead by practical examples of
himself, so the staff will learn according to the right knowledge from the senior, as well
as retraining from a professional and extensive experienced person, helping employees
to excel in their current jobs [ CITATION Tee18 \l 1033 ].

The manager of the front office is take responsibility for always satisfying customers,
always ready to talk with customers and solve difficult requests of customers. The
manager is also an organized person and always pays attention to the smallest things,
always proactive and open-minded, as visionary and having ability to create the first
improvements to achieve the expected results. Managers are also seen as connections
between guests and employees. When talking to employees, managers will give staff
advice or help them find solutions to problems which employees faced. The manager
also combines talking with guests, giving guests the comfort and resolving customers'
problems that employees have not resolved. [ CITATION Ngu174 \l 1033 ]

2.2 Housekeeping
Compared to the other parts of the resort, Housekeeping's work is somewhat quieter.
However, this is the most important part of the organizational structure, contributing to
6
60% of the resort's total revenue. It is known as the highest revenue division of Vinpearl
Resort & Spa Phu Quoc[ CITATION Chi18 \l 1033 ].

The main task of this department is to ensure that the quality of the bedrooms is always
clean, sanitary and decent in accordance with the prescribed standards. In addition to
ensuring the quality of the standard bedrooms, Housekeeping also includes smaller
parts to take care of equally important tasks such as cleaning public areas, laundry, etc.

Housekeeping plays a very important role in the success of resort and considers as the
core of the resort operation. It directly affects the experience of the resort guests
because the purpose of that customer is to have a comfortable, comfortable place to
relax and rest.

The cleanliness and comfort of the resort directly affects the revenue and the ability to
attract customers back. Hence, the head of the housekeeping department must take
responsibility for this work [ CITATION The15 \l 1033 ] . Housekeeping manager is the person
who responsible for managing and operating the entire operation of the housekeeping
department in the resort. Therefore, the role and responsibility of housekeeping
manager is very important. They includes hiring and training staff, developing staff
schedules, purchasing cleaning supplies and equipment, working with resort guests
who have specific housekeeping needs, coordinating housekeeping needs with other
department managers and performing cleaning tasks when staff don't show up for work
or the team is shorthanded. [ CITATION Lai18 \l 1033 ]

2.3 Food and Beverage

Food and Beverage (F&B) is restaurant and drink service, which provides the second
highest revenue for the resort [ CITATION Sun18 \l 1033 ]. This is a type of service that
specializes in providing food and drinks to guests, satisfies the dining needs of guests
staying at the resort. The main task of organizing food business activities including 3
main activities: processing, circulating and organizing catering services at resort,
providing accompanying services such as birthday parties, festivals, buffets for
seminars, party organization at the request of guests [CITATION Ton \l 1033 ]. In addition, at

7
Vinpearl Resort & Spa Phu Quoc, the F&B department is also responsible for eating
and drinking for staff at the resort. [ CITATION Tra18 \l 1033 ]

F&B not only meets the dining needs of diners but also contributes to the revenue for
the resort. According to the statistics and reports of the resort, F&B is the second most
profitable service in services of Vinpearl Resort & Spa Phu Quoc, only after
Housekeeping [ CITATION Lin18 \l 1033 ].

To ensure the operation of the F&B department in the resort, Vinpearl Resort & Spa
Phu Quoc must have a good commander who is capable of managing and controlling all
the work of this department. F&B manager of resort is the person who develops policies
and regulations to meet the objectives of the resort and is responsible for the highest
management in the F&B department in all aspects [ CITATION Lin181 \l 1033 ]. Hence, the
role and responsibility of F&B manager is very important. They include the following
elements:

Role Responsibility
- F&B manager purchases and - Maximizing profitability of the F&B
manages the stock for resort and outlet by increasing revenue and
food business. controlling costs wherever
- Manager also manage the possible.
finances for the whole process of - Establishing and ensuring the
purchasing food and drink for a highest service standards.
resort premises. - Monitoring menu, promotional
- Sometimes the F&B manager who activities, etc and ensuring guests
is working in resort's environment are made aware about the same.
(and sometimes restaurants) may - Collecting feedback and
oversee the running of the complaints from guests and
restaurant and will be in charge of implementing the same to enhance
the staff in the restaurant. service quality and profitability.
[ CITATION Jam18 \l 1033 ] - Managing and training F&B staff.
- Coordinating with other
departments of resort for events

8
 and day-to-day operations.
- Planning, forecasting and
inventory management of F&B
equipment.
- Participating in the recruitment
process, evaluating and
termination of employees.
[ CITATION San18 \l 1033 ]
3.0 The key operational approaches to operations management and
their value
In order for the resort to operate better and develop more, Vinpearl Resort & Spa Phu
Quoc need to apply some operational approaches. Here are key operational
approaches to operations management of resort.

3.1 Six sigma

Six Sigma is a method of process improvement based on statistics that minimizes errors
or defects in products, processes or services. It focuses on how to do the job without (or
almost no) errors or defects in the product. [ CITATION Jac11 \l 1033 ]

With the outstanding success of applying Six Sigma of many companies, Vinpearl
Resort & Spa Phu Quoc is also constantly incorporating this program into managing the
operation of the resort. Upon the implementation of the six sigma approach in the
operational management, resort achieve maximum customer satisfaction by minimizing
the defects, improve return on sales, investment, achieve employment growth and stock
value growth, improve production processes, and prevent defects in the manufacturing
process. [ CITATION Huy12 \l 1033 ]

Six Sigma helps resort identify the overall project, including issues to be addressed,
project objectives and scope, expected results and project progress of resort. After
understanding the reality of the resort's capacity, Six Sigma measures labor
productivity, time, detailed production processes, finds bottlenecks that occur during
production. It analyzes data collected during the measurement process to determine the
cause of problems, bottlenecks in the production process. Once the cause of the

9
problem has been identified, Six Sigma identify, implement and confirm corrective
actions to address any issues and improve performance. Finally, it supports and
maintains the benefits achieved. Six Sigma controls the right actions to ensure that the
process does not return to its previous state. [ CITATION Lor17 \l 1033 ]

10
  Value

Six Sigma approach not only applies to improving service quality of Vinpearl Resort &
Spa Phu Quoc but also applies to the overall quality management of the resort (finance,
staff, services, etc). It improved both in terms of service quality, customer loyalty,
effective time management, strategic planning and complete grasp of processes
through Six Sigma. It applies to all management levels and employees, helping to
improve the quality of management and personnel training. [ CITATION Mic181 \l 1033 ]

 Roles of leaders and managers in Six Sigma approach

Leader Manager
- To invest in six sigma training and - Six sigma cost saving in in
resources. management goals and reviews.
- To communicate the importance of - Giving review and support to the
six sigma. employee as well as the top
- Driving six sigma projects. management.
- Recognizing and supporting - To monitor the implementation of
employee participation. the six sigma approach in the
- Implementing team work and organization.
putting the efforts of the team for - Planning strategies which can
improvement of organization. bring utilization of the resources in
[ CITATION Rey18 \l 1033 ] an effective manner.
- Applying Six Sigma and
eliminating the wastes and
improve effective production.
[ CITATION All17 \l 1033 ]

11
 3.2 Lean Production
Lean production is a systematic manufacturing method used for eliminating waste within
the manufacturing system [ CITATION Moh15 \l 1033 ]. When all of these wastes have been
removed from the system, only then can it be said that the system is truly lean and
optimized. It is not just about reducing waste and overhead, the principle of lean
production is also about increasing speed, efficiency and improving quality on top of
waste elimination, which ultimately leads to added value both for the customer and the
company [ CITATION Den16 \l 1033 ]. The implementation of the lean process in the
production can help in the operational management of Vinpearl Resort & Spa Phu Quoc
by improving the quality of the product, improving visual management, increases
efficiency in the production processes, reduces the use of manpower and helps in easy
management of the entire process. It involves the entire resort, helps in the elimination
of problems of the resort, helps in the reduction of space, provides safer work
environment and improves the morale of the employees.

 Value

With Vinpearl Resort & Spa Phu Quoc, Lean production approach helps improve
productivity and service quality, shorten service cycle time, minimize tangible and
intangible waste, improve the efficiency of using equipment and premises, and increase
the ability to reciprocate flexibly. [ CITATION Asi16 \l 1033 ]

 Role of leaders and managers in Lean Production

Leader
- Helping workers to understand their
actual responsibility regarding lean
production.
- Giving directions to the subordinates
to increase production.
- Monitoring the process of elimination
of wastes.
[ CITATION Mud17 \l 1033 ]
Manager
- Carrying out analysis about the
effectiveness of products.
- Checking to not eliminate useful
materials.
- Reporting the progress to the higher
authority.
[ CITATION Lor18 \l 1033 ]

12
 3.3 Total Quality Management
Total Quality Management (TQM) is a management system that focuses on quality,
based on the participation of all members of the organization, in order to achieve long-
term success through customer satisfaction and benefit those members and for the
society. TQM facilitates sustainable growth through the mobilization of all members'
minds in order to create quality economically according to customer requirements.
[ CITATION His18 \l 1033 ]

The application of TQM helps resort to control quality right from the start by promoting
quality awareness and calling for people's participation. Thus, it will reduce the error in
the whole operation process. If an error occurs, it will identify through technical tools
such as statistics, error analysis techniques then solve it. In addition, TQM also helps to
continuously improve processes and service. Thanks to the application of TQM,
Vinpearl Resort & Spa Phu Quoc saves costs and increases profits for the resort.
[ CITATION Joh18 \l 1033 ]

 Value

The implementation of TQM project is considered as one of the breakthroughs of

Vinpearl Resort & Spa Phu Quoc to affirm the quality of the resort's products. At the
same time, it further enhances customer satisfaction service, gradually bringing Vinpearl
Resort & Spa Phu Quoc to realize its vision. [ CITATION Joh18 \l 1033 ]

Leader Manager
- Ensuring effective involvement and - Ensuring continuous improvement of
utilization of the entire work force. the business and the production
- Establishing performance processes.
measurement for the processes. - Applying the strategies where the
- Motivating the employees to work in a management focuses on the
team and eliminating the resistance to continuous changes in the production
change among the employees so that to bring improvement.
new measures can be adopted to - Treating the suppliers as business
improve the quality of the products. partners.
[ CITATION Jus16 \l 1033 ] [CITATION Pra17 \l 1033 ]

13
  Role of leaders and managers in TQM approach

4.0The impact of external business environment factors that affect

decision-making by leaders and managers
Leaders and managers should weigh all necessary options and the outcomes of their
decisions while being aware that each of the decisions made may either affect the
organization as a whole, shareholders or any member of the organization. Hence,
applying PESTLE help them to analyze the macro-environmental factors, considers
external influences that have an impact on resort [ CITATION Mic092 \l 1033 ].

4.1 The impact of external business environment factors

Below is the impact of external business environment factors that affect decision-
making by leaders and managers of Vinpearl Resort & Spa Phu Quoc.

 Political factors

Vietnam is a country with a stable political institutions that facilitate doing business in
Vietnam.

Vietnam is a peaceful country without war and terrorism. Vietnam ranked 41 out of 162
countries surveyed and ranked fourth among ASEAN members on peace. [ CITATION
Tra16 \l 1033 ]

The Government of Vietnam always creates favorable conditions for tourism

development, considering the tourism industry as a key economic sector [ CITATION
Tra151 \l 1033 ]. Therefore, order and social security are always guaranteed.

However, the government take-over citizens' land which leads to civil unrest [ CITATION
Bac14 \l 1033 ]. The Vietnamese government seizes land for development projects and
they often do not pay full compensation.

Vietnam is a mixed economy so government still plays the big role in market.

Vietnam government decreases the foreign trade barrier to attract more investment from
foreign investors. [ CITATION Ngu171 \l 1033 ]

14
  Economic factors

Vietnam's economy is still growing steadily. In 2003, Vietnam’s GDP per capita reached
over $170 billion and ranked 42nd in the world [ CITATION Xua171 \l 1033 ].

The Politburo on construction and development of Kien Giang Province invested in

making tourism become a key economic sector of the province with the aim of building
Phu Quoc become a regional and international resort and recreation center [ CITATION
Tin18 \l 1033 ].

Vietnam's accession to the WTO is a significant political development as it is an

opportunity for the country to enter the global economy [ CITATION Tru12 \l 1033 ]. WTO
membership has reduced taxes and limitations on Vietnam’s exports to other members,
which bring profit for country.

On the other hand, worldwide economic and political instability along with downward
pressure on the dong. [ CITATION LeB152 \l 1033 ]

The demand for investment in tourism is huge while tourism resources in Vietnam are
very limited. Hence, it is unstable and does not play its regulatory role. [CITATION HaV15 \l
1033 ]

 Social factors

Human resources are the strength to develop the tourism industry. Vietnam has an
abundant labor force. [ CITATION HaV11 \l 1033 ]

Phu Quoc not only possesses great scenery but also social features are important
factors to attract tourists [ CITATION HaV15 \l 1033 ].

Despite many efforts to develop human resources for tourism over time, but compared
with professional requirements, human resources are still under-skilled. [ CITATION
LeB15 \l 1033 ]

Foreign firms also find the difficulties to recruit Vietnamese managers, directors or
leaders for their companies.

15
The labor force of tourism is large, but the rate of training for professional hospitality
industry is still low, the quality of tourism training is still limited, not adapt to the trend of
integration, competition on Global. [ CITATION LeB15 \l 1033 ]

Vietnamese workers have not promoted in industrialized urban areas because the
salaries offered by private companies in Vietnam are much lower than the public sector.
[ CITATION LeB15 \l 1033 ]

 Technological factors
Vietnam is turning to high-tech manufacturing with the investment and cooperation with
foreign partners in science and technology. [ CITATION Edw18 \l 1033 ]

Technology in Vietnam has got on well with technology around the world. [ CITATION
Mai171 \l 1033 ]

The government has approved many plans and projects that support information
technology and telecommunications in Vietnam in recent years.

The self-reliance on technology and human resources of Vietnam are still very limited
and depends on foreign partners.

Vietnam has a high rate of copyright infringement.

The percentage of population connected to the internet is still relatively low. A large
number of internet users are not quite familiar with purchasing products or services
online. [ CITATION LeB152 \l 1033 ]

 Legal factors

Open diplomatic policy creates opportunities for Vietnam to get on well with the other
countries in the world.

Vietnam maintains a policy of encouraging foreign investment in a favorable way.

Administrative procedures are weak and cumbersome, causing many difficulties for
tourists. [ CITATION HaV15 \l 1033 ]

Spontaneous service delivery activities of individuals have not been strictly controlled.

16
Unpredictable and unstable legal environment of Vietnam is the top concern for both
local and foreign investors.

Tax obligations of companies as well as security and safety of customers in the sharing
economy remain a challenge. [ CITATION LeB152 \l 1033 ]

17
  Environmental factors

Vietnam has a rich and attractive tourist resources system and is listed in the list of
countries with high biodiversity, rich in natural resources which are good conditions for
tourism development. [ CITATION San13 \l 1033 ]

Phu Quoc has a strong development in the field of services at Vietnam and the potential
for developing sea and island tourism. [ CITATION Tin18 \l 1033 ]

Due to the high population density and crowded traffic, the environmental pollution in
Vietnam is still an unresolved issue for both the people and the government.

Rapid growth in industrial production has led to increased pollution, especially as most
of the production units have poor environmental records. [ CITATION LeB15 \l 1033 ]

Vietnam is almost covered by forest. According to estimation, Vietnam loses around

200.000 hectares of forest every year due to factors such as fires and logging activities.
Consequently, the government struggles to implement afforestation projects across the
country. [CITATION Ath18 \l 1033 ]

Cities along the coastline located in the middle part of the country are constantly ruined
by storms and floods.

4.2 The impact of external business environment factors that affect decision
making by leaders and managers

Leaders and managers are people who influence their people lead to organization can
become more effective in achieving its goal. As a result, the decision of leaders and
managers has a great influence on achieving the organization's goal. Meanwhile,
external business environment factors also affect the resort's operations, affecting the
achievement of the resort's goal. Therefore, the link between external factors and the
decision-making of leaders and managers is very important. Decision-making of leaders
and managers is essential to determine the impact of external factors on the resort's
business environment.

18
  Political factors
Politics is the first factor that leaders and managers should consider and analyze to
predict the level of safety in activities in countries and regions where the resort has a
trading or investment relationship. Factors such as political institutions, political stability
or volatility in those places are the initial signals that help managers and leaders identify
the opportunities or risks of the resort to make investment and construction decisions.
Political factors are very complex factors, depending on specific conditions, this factor
will affect the economic development in the country or internationally. Managers and
leaders who want to develop markets need to be sensitive to the political situation in
each geographic area, predicting political developments at the national, regional and
world levels to make appropriate and timely strategic decisions. [ CITATION LeT15 \l 1033 ]

 Economic factors

This is a very important factor that attract the attention of all managers and leaders. The
evolution of the economic environment always contains different opportunities and
threats and has a potential impact on the resort's strategy. The economy in the period of
high growth rate will create many opportunities for investment to expand production and
business activities of the resort, whereas when the economy deteriorates, it will lead to
reducing consumer costs and at the same time Increase the competitive force.
Normally, the government uses monetary policy and exchange rate to adjust import and
export relations in a way that benefits the economy. In addition, a change in the tax
system or tax rate may create opportunities or risks for the resort because it changes
the resort's cost or income. Therefore, leaders and managers must understand the
evolution of the economic environment to benefit the resort. Leaders and managers
must educate themselves on their suppliers, customers and competitors to determine
the economic factors that affect the marketplace. These factors influence how leaders
accomplish their goals. [ CITATION Fai18 \l 1033 ]

19
  Social factors

Managers and leaders need to pay attention to the impact of social factors, which are
often more long-term and subtle than other factors, sometimes difficult to identify. On
the other hand, the scope of impact of social factors is often very wide, it determines
how people live to work, produce, and consume products and services. Thus, cultural
and social insights will be very important foundations for managers and leaders in the
process of strategic management at the resort. Besides, population is also a very
important factor affecting other elements of the macro environment, especially social
factors and economic factors. Changes in the population environment will directly affect
the change of the economic and social environment and affect the resort's business
strategy. Population provides important data for managers and leaders in product
strategy planning, market strategy, marketing strategy, distribution and advertising.
Leaders and managers need to understand the demographic makeup and cultures of
the clients of the organization and trends in the marketplace to design products and
services for particular populations. [ CITATION Son16 \l 1033 ]

 Technological factors

Technology can dramatically change the business environment. It denotes to the

methods available for converting resources into products or services. Managers and
leaders must be careful about the technological dimension. Investment decision must
be accurate in new technologies and they must be adaptable to them. Leaders and
managers must also adjust their management styles to help the company adapt to
technology. Research and development help leaders and managers to create innovative
new techniques that make operations easier. [ CITATION Car191 \l 1033 ]

 Legal factors

The creation of a healthy or unhealthy business environment depends entirely on legal

factors and state management of the economy. The promulgation of a quality legal
system is the first condition to ensure a fair, honest and responsible business
environment. The law provides for permissible, non-permissive or demanding
regulations that require businesses to comply. Just a small change in the legal system

20
such as tax, investment, etc. will affect the production and business activities of
enterprises. The problem for the leaders and managers of resort is to understand the
spirit of the law and abide by the provisions of law and research to take advantage of
opportunities from the provisions of the law and prepare timely countermeasures
against possible risks from legal provisions to avoid losses due to lack of legal
knowledge in business. [ CITATION Fai18 \l 1033 ]

 Environmental factors

It can be said that natural conditions are always an important factor in human life, on the
other hand it is also an important input element of the tourism industry. In many cases, it
is natural conditions that become a very important factor to form the competitive
advantage of products and services. Managers and leaders need to be sensitive to
threats and opportunities associated with trends in natural environments such as
material shortages, increased energy costs and increased levels of pollution. Therefore,
leaders and managers must make accurate decisions about the development of
production or service activities to well exploit the conditions and advantages of the
natural environment on the basis of ensuring the maintenance and regeneration. They
must also propagate about having a sense of saving and effectively using natural
resources and promoting the research and development of technologies and products
to contribute to the protection of the environmental environment and minimizing the
effects of environmental pollution. [ CITATION LeT15 \l 1033 ]

5.0 How operational efficiencies can be improved to successfully

meet business objectives using appropriate management and
leadership approaches
Operational efficiency is the ability of an enterprise to deliver products or services to its
customers in the most cost effective way while ensuring the high quality of products and
services [ CITATION Van18 \l 1033 ]. Operational efficiency means improving the company's
processes so that it can run efficiently and provide quality services. It's not only about
achieving business objectives, but also rationalizing operations to provide better
products with better prices and unnecessary costs.

21
 5.1 Objectives
In order to meet all customer requirements, objective of Vinpearl Resort & Spa Phu
Quoc in 2019 is to restructure, upgrade and innovate on the basis of customer
experience needs. Along with that, bringing Vinpearl Resort & Spa Phu Quoc closer to
the goal of becoming a "must-visit point" at Phu Quoc in the future. [CITATION Tha18 \l 1033
]

5.2 The importance and value of operations management in achieving business

objectives
Operations management is the core of resort as it controls the whole operation system
and it is capable of achieving strategic goals in a defined period of time. Operations
management handles issues such as design, operation, and maintenance and
improvement of the systems used to produce vital services [ CITATION Imr171 \l 1033 ]. An
important aspect of Operations management is quality management. Vinpearl Resort
and Spa Phu Quoc is very much concerned about services which are manufactured or
developed for the customers in the market. Quality management is very important to
have efficient operations management, mainly if it is for continuous improvement in
order to go with the consumers taste and preferences. Benchmarking and quality
management, outsourcing and reengineering has taken resort's operations
management to an advanced level to produce high quality. Adoption of reengineering
and benchmarking by resort helps them to be a leader in their category of services in
the market. Benchmarking is considered as the best internal auditing process which
resort uses to identify its weaknesses and then converting them into strength in order to
increase its customers in the market. [ CITATION Ahm18 \l 1033 ]

5.3 The management and leadership approaches applied by Vingroup

The world is changing rapidly with an unprecedented speed and today's business
environment is increasingly fierce. Hence, to contribute to Vinpearl Resort & Spa Phu
Quoc's development, Vingroup has applied Transformational Leadership style to
improve business processes effectively and optimally as well as managing employees
to increase productivity and quality of products and services, contributing to increasing
customer satisfaction and gaining the competitive advantage.

22
This style requires promoting subordinates to work beyond their expectations, to
continually enrich their capabilities and put the organization's interests above the
employees themselves and focus on the change that has to be implemented in the
organization in order to meet the challenges in the market [ CITATION Vic17 \l 1033 ].

The application of Transformational leadership style of Vingroup helps to inspire

employees to achieve unexpected or remarkable results. It gives them autonomy over
specific jobs, as well as the authority to make decisions once they have been trained
[ CITATION Tho18 \l 1033 ]. Vingroup's transformational leadership method makes
subordinates aware of the importance of their work and perform those tasks in the best
possible way to achieve goal. Vingroup always maintains group-oriented activities and
expects that all members will work together to produce the best results. It also
encourages subordinates to continue to strive for higher achievement. This method also
makes their subordinates aware of their subordinates' needs for personal progress,
development, and completion. Vingroup emphasized that employees should focus on
what is important to customers, colleagues, and resorts as a team [ CITATION Tra162 \l
1033 ]. The application of this approach make the leaders and managers to work with the
subordinates in terms of execution of the change and can make Vinpearl Resort & Spa
Phu Quoc to create a position superior to the competitors. Managers and leaders
control the workings of the employees and communicate the situations of resort and
make the employees to work according to the needs of resort.

Vingroup also apply this approach with the aim for succession planning in the
organization so that there is no shortage of leadership qualities and abilities in the
company in the future, successfully meet business objectives of resort.

6.0 Recommendations
The overall management of the operation is effective to implement the current
requirements and objectives effectively but there are some possible changes by
considering the organization's future operational goals. Below is some supported
recommendations for future improvements to be taken by Vinpearl Resort & Spa Phu
Quoc.

23
  Process of check-in and check-out

Resort is the destination for tourists to relax and entertain. If even the most basic
elements such as check-in, check-out, unlock rooms processes are hard, manual and
time-consuming, it will definitely affect the customer satisfaction. Vinpearl Resort &
Spa Phu Quoc may consider about investing in solutions with integrated applications
on the phone to simplify or automate some processes without using a magnetic card
[ CITATION Pha181 \l 1033 ] . Thanks to that, resort can be provides them with a smooth
and quickest experiences possible.

 Personnel

Human resource is the core force of the resort, which is considered as a decisive factor
for over 50% of the resort's success. Therefore, training, retraining and development of
human resources are more urgent than ever. Understanding the role and responsibility
of the resort will help employees work more effectively, meet the goals of the resort and
bring satisfaction to customers.

Remuneration policies are also seen as the foundation for retaining as well as
developing a high quality staff. Reasonable welfare and bonus policies will facilitate
long-term employee engagement with the resort. Organizing travel tours, regular sports
movements will create conditions for all employees to have the opportunity to exchange
and learn as well as entertain to recreate the labor force, create dynamism towards
employee excitement for work. Creating healthy competition in each job position will
help employees maximize their capacity.

Besides developing available human resources, Vinpearl Resort & Spa Phu Quoc
should also pay attention to policies to attract talents to supplement available resources
as well as serving the resort. In order to attract and retain talents, the resort needs to
provide attractive welfare and salary compensation packages to attract outside
resources to work. Coordination of recruitment at universities and training centers to find
qualified and willing candidates to learn and implementing support programs and
seeking potential students are also improvements that Vinpearl Resort & Spa Phu Quoc
should apply to resort.

24
Conclusion
Following the above studies, the report is written with aim that feedback on best
approaches and practices with regards to operations management. It also addressing
how the leadership and management team can improve overall operations within the
company. It introduced about the key operations of the organization; details of each of
the key operational functions, identifying the roles and responsibilities of managers in
the key operational functions. It also mentioned explaining the key operational
approaches to operations management and their value; an evaluation of the impact of
external business environment factors that affect decision-making by leaders and
managers; how operational efficiencies can be improved to successfully meet
business objectives using appropriate management and leadership approaches.
Conclusions and supported recommendations for future improvements to be taken by
the organization are also mentioned in this report.

25
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