THE CON TRÂU TIMES Issue 10 - Oct - 2011
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Inside This Issue
THE CON TRÂU TIMES
1. Joining the Buffalo Family 2. Staff of the Month 3. Top Ten Awards News 4. Advance Sales Course in BT Saigon 5. Xiengthong Palace Opens for Business 6. Mai Chau Lodge staff excursion to Sam Tang 7. Update from Thien Minh Group: IVIVU. Com update 8. 3 tips for Dealing with an Urgent Request 9. Feedback on what members of staff have been doing 10. Birthdays and Anniversaries
Tip of t he mont h “Passion: Only passions, great passions, can elevate the soul to great things.” Denis Diderot
Joining Buffalo tours Ms. Ploytawan Rungtamnan – Operations Team Leader – BT Thailand Ms. Netchanok Sinnong – Sales Executive – BT Thailand Welcome to the Buffalo Tours team! Please join us in congratulating our new staff members on their positions at Buffalo Tours. We look forward to working with them in the future!
Leaving Buffalo Tours Ms. Tania Koesten – Head of Operation Buffalo Tours Vietnam Thank you for your contributions to Buffalo Tours and we wish you success in the future!
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THE CON TRÂU TIMES
STAFF OF THE MONTH – sept 2011
Outstanding customer service of the month:
Mr.Tran Danh Hoan and Mr. Bui Anh Viet Delivery - HR Department - BT Hanoi The Outstanding Customer Service Award of the month has gone to Mr. Hoan and Mr. Viet. Both of them worked hard day and night over the last month to ensure that the Hanoi office renovation was completed within tight deadlines. Thank you so much for your outstanding customer service. Mr. Nguyen Tuan Dat – Supporter – IT Department - BT Hanoi Congratulate Dat, he has received the award of outstanding customer service. I would like to recommend Mr. Dat our IT supporter who has done a wonderful job during our renovations in the Hanoi office last month. He always worked over time and even at the weekend in order to make sure our system runs smoothly and without any interruption. He also advised the supplier on the best way to implement the system for the new office. Not only has Dat supported Buffalo Tours, but also travelled to Luang Prabang for 2 days to setup the new computer system in Xiengthong Palace. Furthermore, Mr. Dat has always received very good feedback from other staff and other sister companies.
Ms. Ha Thi Thao – Group Sales Executive - BT Hanoi Congratulations on your award for Best Sales Staff of the Month, Thao. She exceeded August revenue budget by 135% with actual $34K versus budget $25K. She sets a good example in updating logistical information in BRS. Kumuka is really happy with the swift response time and excellent customer service Thao has provided. Again, congratulate Thao for her best performance in this month. Ms. Nguyen Thi Thu Trang Operations Executive - BT Hanoi Trang performs her working abilities on big groups of VET & German teams. Trang is leading the Operations team in BRS training for the department & got the high score in the test. Both of internal & external clients are happy with Trang’s prompt response in case handling. Congratulate Trang! Ms. Vo Nguyen Hoan Ngoc Thuy Assistant General Manager- BTA Saigon Thuy single-handedly organized 2 school field trips for the ISHCM, which were both very successful in spite of a very difficult client requesting high maintenance. These 2 trips contributed well to the sales in September. Thuy is also taking many initiatives in terms of staff development: organizing inspections, trainings, presentations and has earned the respect of her team by proving her leader skills. Moreover, she supports fully the GM and is taking on more responsibilities. With this, along with her working performance, Thuy is very deserving of being named as one of our Staff of the Month People are our most valuable resource! Nominate someone you think deserves recognition – someone who truly shines!
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THE CON TRĂ‚U TIMES
Top Ten Awards news On Monday 17th October The Vietnam National Administration of Tourism (VNAT) and the Vietnam Tourism Association jointly held a ceremony in the Hanoi Opera House to present the Vietnam Tourism Awards for 2010. The awards honour tour operators, hotels and hospitality service providers that have made significant contribution to the Vietnamese Tourism Industry. The ceremony involved 50 companies in the different categories including top 10 five-star hotels, top 10 fourstar hotels, top 10 three-star hotels, top 10 operators of domestic travel and top 10 operators of international tours.
This is the first time that Buffalo Tours have been able to break into the top 10 of the International Tour Operator category as traditionally many government owned companies usually dominate the awards. For Buffalo Tours this award represents success in many different areas including financial growth, tax contributions, creativeness and commitment to making the country an attractive destination for international tourists which were all part of the judging criteria. Mr Bach Tran accepted the award on behalf of the company and acknowledged that this award was a direct result of the strong commitment from all staff, management and the executive team and we look forward to climbing closer to the top position next year. Written by: Mr. Ray Petts – BT Inbound General Manager
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Advanced Sales Course in BTa Saigon “We are now mainly working with customers from middle class above. Therefore should we improve our knowledge as well as human working skills day by day not only to satisfy our fastidious guests but also to show our level of knowledge. In understanding that, Buffalo Tours Agency in HCMC has arranged a Advanced Sales Course which is operated through the Dale Carnegie Entrepreneurs School with trainer Mr. Le Tan Thao on 22nd and 23rd Oct, 2011. I was so lucky to be one of participants in that course. The content of the course included: • Create positive first impressions with customers • Principles for improving human relations • Convince others towards actions • Identify customer perspectives to move the sale forward • Engage the Customer’s emotions in the buying process • Practice six methods to ask for the sale with confidence • Follow-up: Provide necessary support and consulting when following up the sales commitment • Create opportunities to add values to customers. • Up & Cross Selling
Among that content, I was much impressed by Golden Principles in social communication which impressed strongly others as well I believe. They show us how to behave with others in a soft way, make everything easy just by listening and smiling. We could apply those principles into our real life and work. As a little similar with the last Customer Service training course, I learnt one important thing that Customer is not only a Customer but a friend if we spend more time together. Do sympathize with our guests. That is really a necessary beginning to Follow-up and Up & Cross Selling onward. It will help us to expand our revenue. Indeed, we had much enjoyable time and useful practical skills after this course due to the widen knowledge and humorous sense of Mr. Thao – our trainer. We highly appreciate the great training course and excellent logistic arrangement. We look forward to opportunities to join more training like this with Buffalo Tours in near future”. Written by: Ms. Ngo Truong Phuong Thao – Travel Consultant – BTA Saigon
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Xieng Thong Palace Opens for Business
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The last residence of the royalty of the Kingdom of Laos known as “Hong Xiengthong” got the gift of ‘Xiengthong Palace’, an investment of Thien Minh group managed by Jetwing Indochina to relive the grandeur of the past and offer hospitality at its best to the modern day traveler to the cultural capital of Lao PDR, Luang Prabang. The hotel commenced commercial operations officially on 12th October 2011.
The hotel’s restaurant “Kitchen by the Mekong” is already tipped to be among the best in Laos serving an array of well selected International & Laotian dishes. Together the “Ayu Spa” located at the Palace 1 overlooking the Mekong, is attuned to provide total individual care to revitalize both mind & body of the seasoned traveler.
However the first two guests Mr/s. Lioanal Faubeau from France checked in to the hotel on the 9th of October and had an enjoyable stay of 3 nights at deluxe Chamber 9 of Palace 2 overlooking the Mekong.
Written by: Ms. Phung Thu Huong – Online Team Leader BT Hanoi
Xiengthong Palace ……. A peace of mind!
From an abandoned site with the two dilapidated palace buildings with overgrown weed, the transformation to make it a true palace, once again fit to serve the royalty took around sixteen months. It was a condition of the UNESCO that sees to the preservation of Luang Prabang to restore the two remaining palace buildings to its original form and rebuild another building to its original outlook that has totally perished. Currently, this building is named Jasmine that has 2 suites. Rest of the 6 buildings of Xiengthong Palace are newly designed that will preserve the Laotian Heritage. The hotel has a total of 26 rooms of which 15 are suites. 3 Mekong suites located in the Palace 1 & 2 are the highest priced of the rooms. Obviously they would have being the sleeping chambers of the royalty. 6 of the 15 suites of the hotel are equipped with heated, Jacuzzi, plunge pools and boast of a floor area of 59 sq. meters. All rooms of the hotel have mini bar, electronic safe, iPod docks, telephone, iron & ironing board, Tea & coffee making facility, toilets with hot & cold water and both bath & shower.
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THE CON TRÂU TIMES
Mai Chau Lodge staff excursion to Sam Tang “The scheduled trip to Sam Tang this season turned out to be an adventure for the team at Mai Chau lodge. After trekking for several hours the thirty staff members found themselves 35 kms off course on an unfamiliar territory.
an eco-environmental protection program with the aim to preserve the cultural identity of Thai, Muong ethnic groups living on the highland and in neighboring areas. It is this community, which creates a distinctive feature of Mai Chau;
However, remaining optimistic the team full of high sprit pushed on through winding forest trails and construction sites packed with rubble and precarious mountain ridges to arrive at Samtang Vally. After an enjoyable evening full of fun and revelry, the next morning the team turned back for Mai Chau. It wasn’t until 6PM the next evening when the team enjoyed a well-deserved drink or beer.
Thien Minh Travel plans to create activities suitable for international & domestic eco-tourists. It is here where the first eco-golf course in Vietnam will be made as well as offer cultural and farming techniques such as mountain climbing, trekking, zip trekking and educational activities.
Sam Tang is a new project area for Thien Minh where they are planning to build a Public service central area, Park, Entertainment area, Casino, Golf course, Villas, Resort and a farming area. The project will be constructed in association with
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As per deputy chairman Thien Minh Hoa Binh Doctor Nguyen Quang Thu, the master plan is under progress and expected to be approved by the beginning of Jan 2012”. Written by: Hijaaz Latheef – General Manager Operations– Jetwing Indochina
THE CON TRÂU TIMES
Update from Thien Minh Group
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Sponsorship for UKAV Galas In October 2011, iVIVU.com proudly sponsored for the Gala parties of United Kingdom Alumni Vietnam. The Galas was organized in Ha Noi on 14th; in Ho Chi Minh city on 16th and in Da Nang city on 18th. The Galas was successfully ended and attracted around 700 people. This was a good opportunity for iVIVU.com to build the brand awareness as well as approach potential customers at the Galas.
ivivu.com
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The month of Birthdays: On 7th of October, iVIVU-ers had wonderful and unforgettable moment together at Lan Song Xanh restaurant & karaoke. We all gathered here to celebrate the birthdays of some iVIVU.com members. There was a really funny Karaoke contest in which those who sang with the score below 90 points will have to contribute 5.000VNĐ; and this amount of money will be used for other purposes of iVIVU.com. Hope that in the future, there will be activities like this to get team closer, bigger and stronger for the challenges ahead. Written by: Mr. Nguyen Van Phuc – Marketing ExecutiveVIVU LLC
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3 Tips for Dealing with an Urgent Request
THE CON TRÂU TIMES
We live in an instant-response world where a simple push of a button can make something feel urgent. Next time you get that email with the little red exclamation point or the voicemail at 10 p.m., try these three tips for determining how to respond: 1.Don’t assume urgent means right now. Talk with your boss or your customer about what he wants to accomplish and when it’s really needed. His interpretation of “immediately” may be different than yours. 2.Respond, but don’t necessarily act. Sometimes a client or colleague wants you to commit right away to a plan of action, but doesn’t need more than that in the short term. Explain what you will do and your intended timeline to be sure that meets her needs. 3.Be prepared to say no. At times, you need to discern between a true crisis and a ‘cry wolf’. Even if your customer thinks he/she needs it right now, it may be best to decline. Harvard Management Review
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WHAT OUR STAFF MEMBERS HAVE BEEN DOING
FEEDBACK ON
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“Dear Buffalo Tours After recently returning home from a trip to Vietnam and Laos I would like to take this opportunity to provide you with some feedback. My family and I thoroughly enjoyed our trip and Laos in particular was an amazing experience. A once in a lifetime and a trip that we will never forget. Although the places we visited were all individually fantastic, I feel a big part of the reason we had such a great trip were the guides that you provided us throughout. Both of our guides in Vietnam were very good and informative and we really enjoyed their company and guidance. However, I would like to make special mention of our guide for the majority of our time in Laos, Somboun Chanhphone. We spent the best part of a week with Boun in Laos and although Laos is a wonderful and unique place I don’t believe we would have enjoyed it as much as we did without Boun guiding us. From the offset he was very welcoming and informative and we instantly felt comfortable and secure with him. Over the period of time we spent with him we really got know him and feel that he also really got to know us. I would go as far to say that by the end of the week he felt like the 6th member of our family, getting involved with everything that we did but he also allowed time for us to enjoy certain situations on our own as a family where appropriate. We are very grateful to all our guides but in particular to Boun. As a result I will be recommending several friends and family members to visit Laos and to use Buffalo tours to do so, and if they are lucky enough to have Boun as their guide I know they will have an amazing trip just as we had. Many Thanks Lee Hatton”
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&Anniversaries
Birthdays
THE CON TRÂU TIMES
Birthdays: Bui Anh Viet Somboun Junporn Bui Anh Tuan Ngo Truong Phuong Thao Edward Pettitt Dao Thi Tuyet Mai Huyen Thuong Nguyen Thi Bich Van Ho Thi Yen Nhi Nguyen Thi Thanh Xuan Ninh Thi Hong Hanh Niran Mongpho Nguyen Van Dinh Pham Thi Loan Sucheera Sasisuriyabhoom Hoang Thi Trang Atithlady Lasavath Bui Minh Tan Nguyen Tuyet Huong
Nov 1st Nov 1st Nov 5th Nov 5th Nov 6th Nov 8th Nov 8th Nov 10th Nov 12th Nov 13th Nov 15th Nov 17th Nov 22th Nov 23th Nov 23th Nov 26th Nov 27th Nov 28th Nov 30th
HR Supporter Tour Guide – BT Laos IT Manager Travel Consultant – BTA Sai Gon Sales Executive - BT United Kingdom Purchasing & Contract Manager Finance Officer Finance Controller Travel Consultant – BTA Sai Gon Accountant HR Manager Operations Executive – BT Thailand Tour guide HR Executive Reservations Executive – BT Thailand Accountant – BT Hanoi Accountant – BT Laos Graphic Designer Manager – Hanoi Operation Department
Anniversaries: Nguyen Thi Giang - BRS - Completing 1 year of service Dang Thuy Linh - Senior Finance officer - Completing 1 year of service Tran Gia Bach– Deputy Director - GR Manager - Completing 1 year of service Ngo Thi Thu Trang - GR executive - Completing 3 years of service Nguyen Le Quynh Dao – Travel Consultant – BTA Sai Gon- Completing 1 year of service Nguyen Thi My Le – Travel Consultant - Completing 1 year of service Nguyen Lam Thy - Operation Supervisor – SG Office - Completing 3 years of service Sisaleo Thammathongsy - Reservations Executive – BT Laos - Completing 4 years of service Somboun Junporn – Guide – BT Laos - Completing 3 years of service Lertvilay Vongmysay - Operations Executive – BT Laos - Completing 2 years of service
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CONGRATULATIONS to Mr. Tran Trong Kien our CEO! He has a beautiful daughter weight 4.003kg and height: 52cm on 28th Oct. Her full name is Tran Gia Han.
CONGRATULATIONS to Ms. Pham Thi Dien – VET Team BT Hanoi on the birth of your beautiful baby. His name is Bui Viet Bach and nick name is Elephant. Welcome all LITTLE BUFFALO members!