introduction about first hotel

PART 1
INTRODUCTION
1.1. INTRODUCTION ABOUT FIRST HOTEL
1.1.1. General Information
- Address: 18 Hoang Viet Street, Tan Binh District, Ho Chi Minh City, Vietnam
- Location:
The First Hotel is only 5 minutes’ drive from Tan Son Nhat international and
domestic airport and 15 minutes’ drive from downtown Ho Chi Minh City and China
Town; which is the first stop on the way to all the big cities of Vietnam, Laos and
Cambodia.
The First Hotel is ideally located near the main International Trade Fair Center:
Tan Binh Exhibition and Convention Center – TBECC (500m); Phu Tho Stadium &
Exhibition Center (2km) and shopping centers: Maximark (800m); Superbowl (1km);
Parkson C.T Plaza (1,5km); Parkson Flemington (2km); Lotte Mart (2km) and sport
centers: Tan Binh Sport Center (500m) and National Defence Sport & Gymnasium
Center II (800m).
- Telephone: (848) 3844 1199 - 3844 1175 - 3844 1167
- Fax: (848) 3844 4282 - 3811 4984
- Email: ;
- Website: www.firsthotel.com.vn ; www.denhat.vn
1.1.2. History of First Hotel
First Hotel was built from 1969 to 1970, which is operated with the first name
is Đệ Nhất Hotel on March 14th 1977. Over 35 years of property development, the
First brand has created trust of our customers, has been steadily on the domestic
market and a hotel 4 star standard with 152 bedrooms and 01 center First Place
Banquet.
Looking back 35 years blocking tough challenge but with the strategic direction
developed in the right direction so the hotel has continuously achieved many
accomplishments in business and received many prestigious honors awarded by
the State as:
- From 1999 to 2011 the City People's Committee Hotel Merit increases achievement

for successfully completing the assigned tasks.
- In 2002 the Hotel Prime Minister merit awarded for achievements in serving the
national Sports Festival 2002.
- 2003 President Hotel was awarded the Labor Medal Third Place Finish for
excellent achievements duty from 1997 to 2001.
- In 2004 the Hotel Prime Minister awarded certificates of merit for outstanding
achievement Completed service tasks Seagame 22, 2003
- In 2007 , 2008, hotel was in Thailand ASEAN Secretariat decided green hotel
awards outstanding achievement in the use of natural resources , energy and
environmental protection of Vietnam . Due to the successful implementation of
energy saving measures in 2011 to First Hotel Area B was awarded the Ministry of
Trade and Industry Building (building renovation) energy saving and efficiency in
movement conference to review the details power consumption by the Ministry of
Trade and Industry and held city People's Committee, First Hotel is one of 22 units
in the City People's Committee has awarded the city of Merit
- Facilities & services
• Turn-down service.
• 24-hour room service.
• In-room safety box.
• Express & same day laundry and dry cleaning service.
• Business center with Internet ADSL and Email.
• Ticketing and Tour arrangement.
• Mailing service.
• Conference rooms and facilities for up to 600 guests.
• Car rental service.
• Doctor on call.
• Restaurants and Bars.
• Banquet and wedding facilities for up to 1000 guests.
• Outside catering services.
• Currency exchange.

• Major credit cards accepted: AMEX, VISA, MASTER, JCB, DINERS
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GENERAL
MANAGER
FRONT
OFFICE
HOUSE
KEEPING
MARKETING
& SALES
F&B
SERVICE
EXE
CHEF
EXE
SOUS CHEF

MAIN CHEF
ACCOUNTING
HR
SECURITY
MANAGER
CHIEF
ENGINEER
RECREATION
EXECUTIVE
SECRETARY
1.2. ORGANIZATION STRUCTURE
General Manager has the highest administrative functions of hotel management.
Under the leadership and guidance of vertical space to work plan , the prescribed rules

to achieve business objectives set by the board director, really good to supervise and
direct the department assigned for work completion and coordination among other
departments. In addition to spot – director of: deputy director, assistant portfolio
manager, secretary. Functions, duties and powers of each of these functions by the
hotel manager specified in the hotel and the charter documents other laws.
1.2.1. Front Office:
- Sell guestrooms; register guests and design guestrooms
- Coordinate guest services
- Provide information
- Maintain accurate room statistics, and room key inventories
- Maintain guest account statements and complete proper financial settlements
1.2.2. Reservation:
- Receive and process reservation requests for future overnight accommodations.
- With technology development, the Reservation Department can, on real time,
access the number and types of rooms available, various room rates, and
furnishings, along with the various facilities existing in the hotel
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- There should be close relation-ships with Sales and Marketing Division concerning
Large Group Reservations
1.2.3. Housekeeping:
- Inspects rooms before they are available for sale
- Cleans occupied and vacant rooms
- Communicates the status of guestrooms to the Front Office Department
- Cleans and presses the property’s linens, towels, and guest clothing (if equipped to
do so, free of charge or for a pre-determined fee)
- Maintains recycled and non-recycled inventory items
1.2.4. Food & Beverage Department:
According to U.S. Lodging 1995 statistics, F&B Department constitutes the
second largest revenue generator of a typical hotel with an average of 23.1 for Food
sales, and 8.6 % for Beverage sales. In a five-star hotel, Food and Beverage outlets

might have the following forms: Quick Service, Table Service, Specialty Restaurants,
Coffee Shops, Bars, Lounges, Clubs, Banquets, Catering Functions ⇒ Wedding,
Birthdays…
1.2.5. Sales & Marketing Division:
A typical hotel should usually have Sales & Marketing division. However, if the
staff size, volume business, hotel size, expected group arrivals is low enough, the hotel
might have marketing staff placed under the reservation department (i.e. No need for a
Sales & Marketing Division).
A typical Sales & Marketing Division is composed of four different
departments: Sales, Convention Services, Advertising, Public Relations
1.2.6. Accounting Division:
The Accounting Division monitors the financial activities of the property. Some
of the activities that are undertaken in the Accounting Division are listed: Pays
outstanding invoices, Distributes unpaid statements, Collects amounts owed, Processes
payroll, Accumulates operating data, Compiles financial reports, Makes bank deposits,
Secures cash loans, Performs other control and processing functions
1.2.7. Engineering and Maintenance Division:
This is very department maintains the property's structure and grounds as well
as electrical and mechanical equipment. Some hotels might have this very division
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under different names, such as maintenance division, property operation and
maintenance department…
1.2.8. Security Division:
Security division personnel are usually screened from in-house personnel,
security officers or retired police officers, across certain physical skills, and prior
experience.
Some of the functions of the security division are listed: Patrols the property,
Monitors supervision equipment, Ensures safety and security of guests, visitors
and employees.
1.2.9. Human Resources Division:

Some of the duties of the human resources division are listed below:
- Responsible for external & internal recruitment
- Calculates employees' salaries, compensation, and tax withholding…
- Administrates employees' paperwork, monitors attendance…
- Maintains good relations with Labor Unions
- Ensures employees' safety and working conditions
1.2.10. Other Divisions:
All the above mentioned departments and/or divisions should exist in a typical
five-star hotel; however there might be some revenue generators that are specific to
certain hotels but not existing in others. Below is a list of some possible extra or other
divisions that might exist in a hotel:
- Retail Outlets (i.e.: Shops rented to outsiders or managed by the hotel)
- Recreation Facilities (ex: Fitness Center, Tennis Courts, and Cinema Saloons…)
- Conference Centers
- Casinos
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PART 2
THEORETICAL BASIC FOR QUALITY MANAGEMENT
AND ISO 14001:2004 QUALITY MANAGEMENT SYSTEM
2.1. BASIC CONCEPT
2.1.1. Other factors affect the quality of service in hotel
2.1.1.1. Customer Services
Offering superior services acts as a competitive advantage for some hotels and
by emphasizing customer service and building strong relationship the business can
widen its market share and profits. A relationship exists between customer’s
satisfaction levels, loyalty and company profits which increase with the length a
customer remains in a relationship. The failure of most businesses is a result of low
customer satisfaction service level. Lower relative costs can also be a source of
competitive advantage either by focusing on a particular group of buyers or
geographical market and the business gains a cost advantage in the target market.

- Satisfaction of customer:
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It is essential to meet customer anticipations at each phase of service provided,
but most important is to meet customers’ expectations in hotel
The quality of service provided by attendants/waiters, techniques to handle
clients and flexibility influence customers gratification.
- Overall quality of the hotel (outside landscaping, interior space, architecture ):
The customers are conscious about cleanliness and environment of hotel,
outside landscaping, interior space so there is a need to keenly observe the hygiene.
Moreover, temperature and environment should be comfortable for visitors.
- Service quality at reception hall and guestroom:
The overall impression of hotel impacts customers’ expectations that also
comprise of impression of reception hall and guestroom. Therefore, the hotel design
and interior architecture is also important. The customers intention to re-visit hotel
depends on many elements, among them comfort and impression of guestroom plays
the significant role.
- Behavior of waiters/waitress, food variety and quality
The implications of meeting expectations of customers have always been a
challenging. Therefore, providing catering and hospitality of the hotel staff is very
important, demonstrating professional and bring satisfaction to customers. Relatively
significant in this competitive environment to set targets for customer satisfaction
specially related to hotel industry in this area.
2.1.1.2. Human and Capital Resources:
Superior human skills and capital resources can influence the performance of
hotels by providing satisfactory services to the customers and as the service industry
labor intensive. Quality control among the hotels and restaurants can be addressed by
recruiting right employees and providing them with excellent training. Better trained
employees are competent, courteous, and trustworthy and make fewer mistakes. Top
management must develop a commitment to quality and provide a system to support
this commitment that involves all employees and this cannot happen without

organizational change. Moreover, there is a need for hotel managers to gather up-to
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date and accurate information about changing environment and present enticements to
capture the attention of maximum customers.
Addition to, Arthur et al (2008) argues that competent, trained and well
informed employees with the right attitude to offer prompt and reliable services with
the help of modern equipment and information technology can be a source of
competitive advantage and success to organizations.
2.1.1.3. Management Planning Practices:
Long- term quality plans, tactics, programs and systems for implementation
throughout the organization can maximize the competitive advantage of an enterprise
and enable it to achieve its objectives (Gurley et al, 2008). Plans need not only be well
understood and known but realistic and effectively implemented by managers who
must be champions of customer experience by example and emphasis.
2.1.2. The concept of Environment Management System (EMS)
An Environment Management System (EMS) is a tool for managing the
impacts of an organization's activities on the environment. It provides a structured
approach to planning and implementing environment protection measures.
An EMS monitors environmental performance, similar to the way a financial
management system monitors expenditure and income and enables regular checks of a
company's financial performance. An EMS integrates environmental management into
a company's daily operations, long term planning and other quality management
systems.
Components of an EMS:
Environmental Policy: this is a statement of what an organization intends to achieve
from an EMS. It ensures all environmental activities are consistent with the
organization’s objectives.
Environmental Impact Identification: identification and documentation of the actual
and potential environmental impacts of an organization’s operations need to be
undertaken. This can be achieved through undertaking an environmental audit.

Objectives and Targets: an environmental audit forms the basis of determining an
organization’s environmental objectives and targets. An organization can find benefits
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in adopting more stringent longer term objectives to encourage it to improve its
performance. To continually improve, targets should be regularly reviewed.
Consultation: staff and community consultation should be undertaken before, during
and after establishment of an EMS. This is necessary to ensure that all staff are
involved in, and committed to the EMS. It can also help to improve public perception
of the company, one of the benefits of implementing an EMS.
Operational and Emergency Procedures: all procedures should be reviewed to ensure
they are compatible with the organization’s environmental objectives and targets. Any
changes should be included with the documentation.
Environmental Management Plan: this details the methods and procedures which an
organization will use to meet its objectives and targets.
Documentation: all objectives, targets, policies, responsibilities and procedures should
be documented along with information on environmental performance. Documentation
is useful for verifying environmental performance to staff, regulators and the
community.
Responsibilities and Reporting Structure: responsibilities need to be allocated to staff
and management to ensure the EMS is implemented effectively.
Training: staff should undergo environmental awareness training to familiarize them
with their responsibilities for implementing the EMS and with the overall
environmental policy and objectives of the organization. This provides staff with the
necessary skill and motivation for the effective implementation of the EMS.
Review Audits and Monitoring Compliance: review audits should be undertaken
regularly to ensure the EMS is achieving its objectives and to refine operational
procedures to meet this goal. In order to ensure regulatory and other requirements are
being met, it is often necessary to undertake regular environmental monitoring.
Continual Improvement: an important component is continual improvement. An EMS
comes into its best use when used to review progress towards the targets and

objectives set by a company to protect the environment. The procedures set in place to
meet these objectives should be constantly examined to see if they can be improved or
if more effective systems can be introduced.
Benefits of an EMS
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• Minimize environmental liabilities.
• Maximize the efficient use of resources.
• Reduce waste.
• Demonstrate a good corporate image.
• Build awareness of environmental concern among employees.
• Gain a better understanding of the environmental impacts of business activities.
• Increase profit, improving environmental performance, through more efficient
operations.
An EMS can be a powerful tool for organizations to both improve their
environmental performance, and enhance their business efficiency. An EMS is not
prescriptive; rather, it requires organizations to take an active role in examining their
practices, and then determining how their impacts should best be managed. This
approach encourages creative and relevant solutions from the organization itself.
International Environmental Standards - ISO 14000
The ISO 14000 series, currently being developed by the International
Organization for Standardization (ISO), is a collection of voluntary standards that
assists organizations to achieve environmental and financial gains through the
implementation of effective environmental management. The standards provide both a
model for streamlining environmental management, and guidelines to ensure
environmental issues are considered within decision making practices.
ISO 14001 is the standard for Environment Management Systems. Many large
businesses, particularly overseas, have obtained certification under the standard.
2.2. ISO 14001: 2004
2.2.1. The establishment of ISO 14000
The ISO 14000 series emerged primarily as a result of the Uruguay round of the

GATT negotiations and the Rio Summit on the Environment held in 1992.
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In 1992, SAGE's recommendations created a new ISO technical committee, TC
207, for international environmental management standards.
The ISO 14000 series of standards were first published in 1996. They were
designed to cover:
• environmental management systems
• environmental auditing
• environmental performance evaluation
• environmental labeling
• life-cycle assessment
• environmental aspects in product standards
ISO 14000 Environment Management Systems
2.2.2. ISO 14001:2004
The establishment:
- In 2004, the revised ISO 14001:2004 and ISO 14004:2004 standards were
published, bringing a great improvement from the 1996 version, with ease of
understanding, clearer requirement intent, an emphasis on compliance, and
compatibility with ISO 9000:2000.
- As of 2010, ISO 14001 is now used by at least 223 149 organizations in 159
countries and economies
- ISO 14001 has been approved to become TCVN ISO 14001:2005 and symbol -
Environmental Management Systems - Requirements (equivalent international
standard ISO 14001:2004) in Viet Nam.
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ISO 14001 is known as a generic management system standard, meaning that it
is relevant to any organization seeking to improve and manage resources more
effectively. This includes:
• Single-site to large multi-national companies
• High-risk companies to low-risk service organizations

• Manufacturing, process, and the service industries, including local governments
• All industry sectors including public and private sectors
• Original equipment manufacturers and their suppliers.
Figure 2.3: Model of environmental management system ISO 14001:2004
Plan - Establish objectives and processes required
Prior to implementing ISO 14001, an initial review or gap analysis of the
organization’s processes and products is recommended, to assist in identifying all
elements of the current operation and, if possible, future operations, that may interact
with the environment, termed "environmental aspects" (Martin 1998). Environmental
aspects can include both direct, such as those used during manufacturing, and indirect,
such as raw materials (Martin 1998). This review assists the organization in
establishing their environmental objectives, goals, and targets, which should ideally be
measurable; helps with the development of control and management procedures and
processes; and serves to highlight any relevant legal requirements, which can then be
built into the policy (Standards Australia/Standards New Zealand 2004).
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Do - Implement the processes
During this stage, the organization identifies the resources required and works
out those members of the organization responsible for the EMS’ implementation and
control (Martin 1998). This includes establishing procedures and processes, although
only one documented procedure is specified related to operational control. Other
procedures are required to foster better management control over elements such as
documentation control, emergency preparedness and response, and the education of
employees, to ensure that they can competently implement the necessary processes and
record results (Standards Australia/Standards New Zealand 2004). Communication and
participation across all levels of the organization, especially top management, is a vital
part of the implementation phase, with the effectiveness of the EMS being dependent
on active involvement from all employees (Federal Facilities Council Report 1999).
Check - Measure and monitor the processes and report results
During the 'check' stage, performance is monitored and periodically measured

to ensure that the organization’s environmental targets and objectives are being met
(Martin 1998). In addition, internal audits are conducted at planned intervals to
ascertain whether the EMS meets the user's expectations and whether the processes
and procedures are being adequately maintained and monitored (Standards
Australia/Standards New Zealand 2004).
Act - Take action to improve performance of EMS based on results
After the checking stage, a management review is conducted to ensure that the
objectives of the EMS are being met, the extent to which they are being met, and that
communications are being appropriately managed; and to evaluate changing
circumstances, such as legal requirements, in order to make recommendations for
further improvement of the system (Standards Australia/Standards New Zealand
2004). These recommendations are incorporated through continual improvement:
plans are renewed or new plans are made, and the EMS moves forward.
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Continual Improvement Process
The core requirement of a Continual Improvement Process (CIP) is different from
the one known from quality management systems. CIP in ISO 14001 has three
dimensions (Gastl, 2009):
• Expansion: More and more business areas get covered by the implemented
EMS.
• Enrichment: More and more activities, products, processes, emissions,
resources, etc. get managed by the implemented EMS.
• Upgrading: An improvement of the structural and organizational framework of
the EMS, as well as an accumulation of know-how in dealing with business-
environmental issues.
Overall, the CIP concept expects the organization to gradually move away from
merely operational environmental measures towards a strategic approach on how to
deal with environmental challenges.
2.2.3. Application of ISO 14001:2004 in the world
ISO 14001 is an environmental management standard. It specifies a set of

environmental management requirements for environmental management systems. The
purpose of this standard is to help all types of organizations to protect the
environment, to prevent pollution, and to improve their environmental performance.
We all know all types of businesses and organizations that are active in
production or service including hotel are causing environmental impacts with different
levels of influence, the problem is that businesses have to do something to manage and
minimize the impact of operation on the environment. That is the reason of the
introduction of the ISO 14001 environmental management system. Was first issued in
1996 by the International Organization for Standardization (ISO), ISO 14001 is
available now in 138 countries and territories and has over 140,000 businesses /
organizations certified .
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With rising public awareness of the need to protect our environment,
governments and businesses are under increasing pressure to minimize their
environmental footprint and promote sustainable development.
The Environmental Management Systems (EMS) Standard has been developed
to help organizations identify, manage and control those activities that have an
environmental impact. Every organization, whether it's involved in manufacturing,
services or trade, has an impact on the environment and can therefore benefit from ISO
14001.
In over 150 countries around the world, industrial companies, service
organizations including hotels, utilities and public bodies have embraced ISO 14001 as
their preferred model for environmental management. They range from giant
multinational corporations to the not-for-profit sector, from national governments to
small family businesses.
The reason for the success of the popular application of ISO 14001 in many
countries with different economies, with different level of development and different
cultural characteristics, because the ISO 14001 standard has only require in setting up
a system to manage environmental issues for organizations/businesses but not yet
specifically how to achieve it.

Because of the flexibility that these types of businesses ranging from small and
medium enterprises to multinational corporations can find their own way in defining
environmental objectives for improvement and how to achieve the requirements of the
environmental management system.
Figure 2.4: Top Ten countries for ISO 14001 certifications
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ISO 14001 Fast Facts:
• More than 5,000 organizations in the United States are ISO 14001 certified.
• More than 7,300 organizations in North America are ISO 14001 certified.
• More than 223,000 organizations worldwide are ISO 14001 certified.
• There are ISO 14001-certified organizations in 159 countries/economies.
• Worldwide, ISO 14001 certifications grew by more than 34,000 from 2008
to 2009 – an increase of more than 18%.
• Forty-eight certification bodies are accredited by ANAB for ISO 14001
environmental management systems.
2.2.4. Application of ISO 14001 in Viet Nam
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Figure 2.3: Numbers of ISO 14001 certificates in Viet Nam
In Vietnam, ISO 14001:1996 certificates had been issued for the first time in
1998 (two years after the introduction of ISO 14001:1996) and since then, the number
of hotels applying ISO 14001 and certified keeps growing. At first, the hotels in
applying ISO 14001 Vietnam mostly is of Vietnam tourist or joint ventures with
foreign countries, especially Japan.
In Vietnam today, ISO 14001 certificates have been issued for many
organizations with the type of production, business and services, which the industries
such as food processing (sugar, seafood, wine beer beverage ), Electronic Chemicals
(oil, paint, plant protection), building Materials, Travel-hotel is a large proportion.
In a total of nearly 60 hotels from three to five stars in the HCM city, there are
15 hotels with ISO 14001. The 25% reflects a reality that methods to protect the
environment at the hotel have not been pay appropriate attention. The hotel is the place

with highest amount of household waste, but if this situation does not improve, the
environment will be affected seriously. There are four possible reasons for the hotel
not applied environmental management system ISO 14001.
• The hotel is not really aware of the importance of environmental protection , not
concern about the potential threat, still putting the profit at the top
• The investment for ISO 14001 certification require a big budget, while the hotel
does not have enough financial ability to implement the "green revolution".
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• The government does not have much attention to the difficulties of hotels, they
only interested in the huge benefit of travel services , moreover , Vietnam’s law
about the protection of the environment of the hotel is still not strictly, so the
manager of hotel still thought " to pay a penalty better than environmental
protection ", it lead to serious consequences .
• ISO 14001 is actually not a brand to compete in Vietnam hotel market.
But 25 % is a positive sign for the protection of the environment in the hotel
service industry, but in fact, the hotel has ISO 14001 almost are the hotel of Saigon
tourist, will be better supported in the process built management system environment .
But with other individual hotels, or of the foreign corporation is still obey to the
general standards and it is very difficult to assess the level of protection of their
environment…
Sheraton Hotel is the hotel "green" first in Vietnam who has completed the
examination for ISO certificate and will get ISO 14001:2004 certificate on
environmental management on 14/7/2010 by TUV Rheinland - the organization the
evaluation and independent ISO certification, ISO 14001:2004 certification on
environmental management. Currently, the world's only seven the hotel were TUV
Rheinland certified ISO 14001:2004.This success makes the Sheraton Hanoi become a
“green destination” that welcomes the tourists to the 1000th anniversary of Thang
Long - Hanoi Festival ahead. The ISO certificate has once again confirmed the
Sheraton Hanoi’s commitment in sustainable environment protection. In the coming
time, besides maintaining the environmental standards of ISO, the hotel is willing to

share best practice on the application of ISO 14000 to other properties within
Starwood Hotels & Resorts as well as to all other hotels who are interested.
In addition, some hotels as Saigon Morin Hotel- belongs to Saigontourist and
The Caravelle Hotel was received ISO 14001:2004 certification demonstrate
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commitment to protecting the environment through eco-friendly operation of the hotel.
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PART 3
APPLICATION OF ISO 14001:2004 OF FIRST HOTEL
3.1. THE REASON AND BENEFITS FOR FIRST HOTEL TO APPLY
ISO 14001:2004
3.1.1. The reason for First Hotel to apply ISO 14001:2004
First Hotel is located at 18 Hoang Viet Street, Tan Binh District, Ho Chi Minh
City, Vietnam, where there are many factories around, especially Tan Binh Industrial
Park (IPs). That is one of the reasons the atmosphere around the area is in dust
and polluted.
Besides, when a hotel does not have a suitable environmental management
system or even without any environmental protection activities which is inevitably
caused environmental pollution during operations because almost all services of the
hotel creates waste stream. The most prominent matter is the discharge of waste water,
waste gas and solid waste. This will reduce the quality of the service because of
diseases, bad health to customers.
There is still another important issue is the loss and waste of resources at First
Hotel. The majority of employees and also customers still believe that resources are
endless; the amount of loss of resources is growing day by day. Therefore, the business
effectiveness of First Hotel is low.
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Figure 3.1: Forms of Water Using
Hotel is a service business that involves in all of those activities of using water
resource above. Therefore, if First Hotel does not have water saving policy, such as

conduct prompt, propaganda, recommends customers save water, the amount of waste
water per day is huge.
The environmental management system is good or not good not only affects the
environmental aspects but also profoundly affect society as a whole which is the most
important human factors, including the staff and even customer.
3.1.2. The benefits for First Hotel to apply ISO 14001:2004
There are 4 main benefits after the survey and evaluation of the effectiveness of
the hotels which have been applied ISO 14001:2004
1. Economic benefits
2. Easily comply with the environmental laws
3. Achieve the expectations of tourists
4. Increase competitiveness
In terms of the economics, the resort industry can achieve many benefits of
implementing environmental standards, because that is the key strategy in reducing
operating costs, increasing income and the ability to achieve higher profits. The
implementation of ISO 14001 can reduce the overall cost largely based on resource
savings. In general, the ability to reduce the cost following these factors:
• The number of raw materials and energy reduces significantly;
• Recycling of waste and surplus material
• Increasing the safety and health of employees, thereby increasing working
efficiency, reduce sickness days, and minimize working risks
• Reduce the cost of insurance, support from government and other organizations
Here are some typical cases for hotels worldwide:
Island Shangri-La Hotel (ISL) in Hong Kong is the first hotel in the Asia -
Pacific ISO 14000 certification. According to Mr. Caretti, CEO of ISL - as well as
environmental coordinator for Shangri-La Systems Worldwide, said in 2 years the
hotel has saved nearly 192 000 USD from the environmental policy (Chan & Wong,
2006).
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At the hotel Ankara - Turkey, from 2005 to now, policy and electricity saving

water, reducing the amount of laundry detergent, and material longevity have been
saved around 6.5 USD / day / room (Erdogan & Baris, 2006).
Hotel Name Objectives Evaluation of the success
The Colony
Hotel
Become the “Green
Hotel”
Guests and staff responded positively. This is the
only hotel in the Maine certified under the Green
Organization. This hotel has a number of award
winning environmental pioneers. The hotel also
became the only location is indicated to be the
Wilderness Reserve in North America.
The Hotel
Bel Air
Implementing the
overall environment
management program
Save 10000 USD in 10 months, increase earnings
from the sale of the carton. Customers do not
benefit from this program, but satisfied with the
increase of service quality.
Hyatt
Regency
Chicago
Implement waste
reduction and
recycling programs
Recycle nearly 70% recyclable materials, reducing
half the cost of transporting the waste. Recycling

program saves nearly $ 120,000 from the materials
recovered from the trash.
Hyatt
Regency
Scottsdale
Implement recycling
programs and
environmental
education for staff
Attract ecological business groups. Become a
leader in environmental responsibility. Employees
feel proud to implement the program.
Figure 3.2: Some of the hotels leading in environmental protection and
efficiency economic - environment corresponds. (Enz & Sigauw, 1999)
ISO 14001:2004 helps to simplify and integrate environmental protection into
the tight frame operation of the hotel. First Hotel easily develops the environmental
management systems (EMS), as well as a commitment to shareholders, legal
representatives, insurance companies, and financial institutions about the responsibility
improving efficiency "green activities". At the same time, First Hotel can take
advantage of ISO 14000 certification as a way to tighten the relationship with
customers, the community, and investor
There are some more benefits of implement ISO 14001:2004
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• A well designed and implemented environmental management system should
address the delicate balance between maintaining profitability and reducing
environmental impact
• Minimizing environmental processes, reducing waste and the carbon footprint of
your business.
• Reducing tax, energy and insurance bills, lowering operating costs for hotels
• Reduce risk: Prevent problems such as pollution releases and clean-up costs in

entire hotels, as well as non-compliance with legislation and subsequent
prosecution.
• Providing reputation for your hotels by satisfy growing market demand and open
up global business opportunities
• Giving clients and those in your supply chain absolute confidence that your
business will add value and support them in their own environmental policies.
• Supply chain advantage: Demonstrate your environmental commitment to clients
that take an active interest in the environmental performance and credentials of
their suppliers.
• Increasing sales opportunities: Enhance your hotel ability to win contracts with
proven information
• Financial improvement and savings: Identify, implement and maintain
efficiencies and cost reductions.
• Enhanced hotel image: Improve relations and provides assurance for consumer
and employees
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Figure 3.3: Toxic Index for certified and non-certified organizations
3.2. THE SITUATION OF FIRST HOTEL BEFORE APPLYING ISO
14001:2004
Energy System:
- the incandescent bulbs, halogen lamps
- The air conditioner with low performance. There is no routine cleaning the air
conditioner
- The water heater with electricity consumption
- No automatically lock connect to the room’s electricity
Water system:
- No secondary clock to monitor and control water consumption
- The bathtubs are large => waste water
Architecture: fewer trees around the hotel
Human awareness:

The majority of employees and also customers do not have the resources saving
behavior because there is no training for employees and even no signboard of
environment saving around the hotel
3.3. OBJECTIVES OF THE APPLICATION OF ISO 14001:2004 OF
FIRST HOTEL
Main target: Being one of the leading hotels in the environmental protection,
efficiency energy saving in Ho Chi Minh City, positioning as a “Green Hotel”
Environment management policy:
In 2003, First Hotel participate in the development of ISO 14000 -
Environmental Certification – which is Asia Invest project, lasted for 18 months,
sponsored by the EU institutions for the 15-units of hotel, tourist resort of international
corporations Saigon tourist. Asia Invest project is a project which determines the
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Green Hotel Industry in Vietnam based on ISO 14000 quality management of Saigon
tourist - a project that is considered important in attracting customers, creating
effective business and strives to environmentally sustainable tourism with these
objectives:
• 80% of the area in First Hotel decorating with green tree
• Reduce the energy, water and garbage compare with previous period
• Increase the reuse of the recyclable waste
• 100% employees are trained how to apply ISO 14001:2004 during the
service process.
3.4. PROGRESS OF APPLYING ISO 14001:2004
In 2003, First Hotel involved in the development of ISO 14000 - Environmental
Certification - called Asia Invest, lasted for 18 months, sponsored by the EU
institutions for the 15-unit of hotels, which belongs to Saigon tourist. Asia Invest
program oriented to the Green Hotel Industry in Vietnam and build ISO 14000 quality
management of Saigon tourist. After a long period of implementation, in 2005, the
hotel was officially received ISO 14000 and ISO 14001. The implementation
specifically is:

3.4.1. Rebuild the system
3.4.1.1. Energy saving system
Air conditioning System
Installing Window Glass 2 layer soundproof insulation reduces power
consumption of air conditioning.
Replace the partial air conditioner has low performance with VRV high
performance inverter technology (inverter), setting air temperature of bedroom suitable
with body temperature, cleaning the air conditioner routinely.
Light System
Replace incandescent bulbs, halogen lamps with compact fluorescent lamps T8
or compact fluorescent light savings, the number of bulbs to be replaced about 788
bulbs and reduce the light bulbs which are not necessary.
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