AN INVESTIGATION INTO THE REAL SITUATION AND SOLUTIONS TO IMPROVING THE RECEPTIONIST SERVICE QUALITY OF COCOCHINE a VIE COLLECTION

Table 1: Hotel’s room...29Table 2: Structure of guest coming to Cocochine-a Vie Collection from 2018 to 2020...39 Table 3: Guests’ evaluation of facilities of the Reception Department at

DUY TAN UNIVERSITY ENGLISH DEPARTMENT

DUY TAN UNIVERSITY ENGLISH DEPARTMENT

Each of us will never be successful without the sincere support andsuggestions from everyone so that we can be more and more developed,whether it is indirect or direct help.

First of all, I would like to thank Ms Phan Thi Thuy Tien, who gave medeep and sincere suggestions for me to adjust during the internship reportmaking journey as well as the graduation project She is not only a guide butalso a sister who gives useful advice as well as passed on experiences that Iwill never forget

Second, with deep gratitude, I would like to thank the teachers of theForeign Language Department of Duy Tan University for imparting meknowledge from studying to society during the past 4 years

Third, not least important, I would like to extend my deep gratitude tofamily and friends who have always stood by and encouraged all myproblems and learning path in the past time

Finally, I would like to wish all teachers good health and success in theirteaching career

Sincerely,

Le Khanh Linh

STATEMENT OF AUTHORSHIP

Except where reference is made in the text of the thesis, this thesiscontains no material published elsewhere or extracted in the whole or in partfrom a thesis by which have qualified for or been awarded another degree ordiploma

No other person’s work has been used without due acknowledgement inthe thesis

This thesis has not been submitted for award of any degree or diploma inany other tertiary institution

In this graduation paper, I would like to learn the actual situation as well

as the solution to improve service quality of the reception department ofCocochine-a Vie collection Besides, the hotel will be analyzed for itsfacilities I hope that, with this recommendation, the hotel will reinforce itsservice quality

TABLE OF CONTENT

ACKNOWLEDGEMENTS 1

STATEMENT OF AUTHORSHIP 2

ABSTRACT 3

CHAPTER 1: INTRODUCTION 7

CHAPTER 2: THEORETICAL BACKGROUND 10

2.1.Concepts of Hotel 10

2.1.1 Concepts of Hotel Bussiness 11

2.1.2 Products of Hotel 17

2.2 Reception Department 19

2.2.1 Definitions of Reception Department 19

2.2.2 Missions of Reception Department 19

2.2.3 Working procedure of Reception Department 20

CHAPTER 3: CASE DESCRIPTION 24

3.1 General information on Cocochine-a Vie Collection 24

3.1.1 An overview of Cocohine-a Vie Collection 24

3.1.2 The Organization Structure Chart of Cocochine-a Vie Collection 25

3.2 Hotel Room of Cocochine-a Vie Collection 26

3.2.1 The restaurant of Cocochine-a Vie Collection 32

3.2.2 Additional services 33

3.3 Reception Department’s staff 34

3.3.1 Working hours 34

3.3.2 English Level of Receptionist 35

3.4 The serving process of reception department at Cocochine-a Vie Collection 35

CHAPTER 4: THE REAL SITUATIONS AND SOME SOLUTIONS TO THE SERVICE QUALITY OF THE RECEPTION DEPARTMENT OF

COCOCHINE-A VIE COLLECTION 37

4.1 The Reality of the service quality of the Reception Department of Cocochien-a Vie Collection 37

4.1.1 The Real Situation of Guest’s Arrival at Cocochine-a Vie Collection from 2018 to 2020 37

4.1.2 Overall evaluation of the reception department of Cocochine- a Vie Collection 38

4.2 Solutions to improving the service quality of the Reception department of Cocochine-a Vie Collection 46

4.2.1 Improve the facilities of the lobby area 46

4.2.2 Improve the receptionist quality 48

4.2.3 Improve the process of serving at the reception department 48

4.2.4 Improve the relationship between the reception department and the others

49 CHAPTER 5 DIFFICULTIES AND SOLUTIONS 53

5.1 Difficulties 53

5.2 Solutions 53

CHAPTER 6: CONCLUSIONS AND SUGGESTION 55

6.1 Conclusions 55

6.2 Suggestions 55

6.2.1 Suggestions for the overall issues 55

REFERENCES 58

APPENDIX 59 SUPERVISOR’S COMMENTS

Image 1: Cocochine-a Vie Collection 26Figure 1: Organization of Cocochine-a Vie Collection 27Figure 2: Organizational structure of FO Department in Cocochine- a VieCollection 36Chart 1: The customer’s review about staff of receptionist 42Chart 2: The assessment of customers for the space of Cocochine-a VieCollection 43Chart 3 Evaluation to facilities 44Chart 4: Evaluation to Receptionists’ Education 45

Table 1: Hotel’s room 29

Table 2: Structure of guest coming to Cocochine-a Vie Collection from 2018 to 2020 39

Table 3: Guests’ evaluation of facilities of the Reception Department at Cocochine-a Vie Collection 40

Table 4: Customer survey results 41

Table 5: Reception Department’s facilities 44

Table 6: Evaluation to facilities 44

Table 7: Evaluation to Receptionists’ Education 45

And above all, Da Nang has more and more hotels in close proximity toeach other, which makes the competitiveness of hotels more and more fierce.Therefore, the quality of the reception staff is always the top priority of thehotel.

Recognizing the importance of reception and the quality of guest service

of the reception department So, please choose the topic “ANINVESTIGATION INTO THE REAL SITUATION AND SOLUTIONS TOIMPROVING THE RECEPTIONIST SERVICE QUALITY OFCOCOCHINE-A VIE COLLECTION”

2 Aims and Objectives.

The topic this time I chose is the actual situation investigation atCocochine-A Vie Collection So there are 3 main contents that I will mention:

- General introduction and current situation of Cocochine-A VieCollection

- Analyzing the quality of customer service of the Cocochine receptionistdepartment- A Vie Collection

-Providing a number of measures to promote service quality ofCocochine-A Vie Collection

3 Scope of the study.

In this study, I will focus on the following 3 points:

First, I will focus on the structure of the premises, the hotel facilities, andthe situation of arrivals

The second will evaluate the service quality of the reception department

Methods of analysis and evaluation: after getting the necessaryinformation, I will analyze and comment on the service quality of Cocochine-

A VIE Collection reception department

5 Organization of the study.

The topic structure consists of 3 parts:

Part A: In this part, you will introduce the graduation paper includingrationale, Aims and objectives, scope of the study, method of the study andstudy’s organization

Part B includes:

Chapter II: Presenting the theoretical basis for this graduation paper.Chapter III: General Description of Cocochine- A Vie Collection

Chapter IV: Analyzing the actual situation of the receptionist departmentChapter V is the conclusion and the solution.

CHAPTER 2: THEORETICAL BACKGROUND 2.1.Concepts of Hotel

Today, each mention of the hotel will not be unfamiliar to each of us and eachperson will feel differently about the hotel So what do we think is a hotel? And of course there will be many different interpretations and definitions of hotels First, the term "hotel" is derived from France used

to stay overnight in the early years of the twentieth decade According tothe American team of researchers in the book “Wellcome to Hospitality”published in 1995, “The hotel is a place where anyone can pay to rent a room to stay overnight have at least two small rooms (bedroom and bathroom) Each room must have a bed, telephone and television In addition to bedroom service, other services available include luggage transport services, a business center (with photocopying facilities), a restaurant, a bar and some entertainment services Hotels can be built near or inside commercial areas, resorts, airports” [2] And In the book

"Interpretation of the term tourism and hotel" by the Faculty of Tourism and Hotel, National Economics University has added a highly

generalizable definition that can be used in academics and Hotel

knowledge in Vietnam: “Hotel is a facility that provides accommodation services (with full facilities), catering services, entertainment and other necessary services for guests staying Overnight and often built at tourist sites”

Therefore, the Hotel is a popular accommodation business in the world,

ensuring the quality and amenities necessary for the accommodation business, meeting some requirements for relaxation, dining, and

entertainment Location and other services during the guests stay at the hotel, suitable for the engine, the purpose of the trip

2.1.1 Concepts of Hotel Bussiness

2.1.1.1 Definition

Hotel business is understood as the business activities of touristaccommodation establishments based on the provision of accommodation,food and beverage services and additional services to meet the temporary stayneeds of tourists When researching the nature of the concept of "hotelbusiness", in order to have a complete and comprehensive view, it isnecessary to understand the formation and development process of the hotelbusiness and the birth of the hotel business Type of business involved inhotel business

First, the hotel business is just the business of providing overnightaccommodation for non-paying visitors from households The rooms for rentare only spontaneous at first, with a small number Therefore, "hotel business"

at first was just the activity of renting bedrooms to serve the needs of sleepingand resting for visitors Then, the number of tourists from all directions totourist destinations with the need to save back longer has increased In order

to retain customers and to increase revenue and profit, in addition to thebedroom rental service, the inn owners have organized to provide moreservices to serve the needs of guests

At that time, the concept of "hotel business" was expanded andunderstood as the business of services to satisfy the needs of rest and food forguests from other places Function of the concept of "hotel business", besidesthe business of two main types of services, which are bedroom rental servicesand catering services, there is also the business of supplementary services fortourists such as: sports, outdoor entertainment, healthcare, healthcare and

beauty services, laundry, internet, meeting room rental, hosting seminars,conferences,

2.1.1.2 Classification of Hotel

According to the website classification-type/amp/ Depending on the purpose of hotel classification,there are main ways to classify hotels [1]

https://www.hospitality-school.com/hotel-Classification Based on Size

Using the size parameter, hotels can be classified into;

 Small Hotels:These are hotels whose number of guest rooms does not

exceed 25

 Medium Hotels: They include hotels with the number of guest rooms

ranging between 26 and 100

 Large Hotels: These are hotels whose number of guest rooms ranges

between 101 and 300

 Very large Hotels: These are hotels with more than 300 guest rooms

Classification Based on Star

This categorization rates hotels on a scale of 1-5, as listed below;

+ 1 Star Hotels: These include all the smaller hotels under the

management of a proprietor 1 Star hotels are generally characterized by apersonal atmosphere and are often located within the vicinity of affordableattraction sites or a major intersection with convenient transportation Thesehotels have basic but clean furnishings, and most of them may lack an on-siterestaurant, though they are generally within reach by walking 1 Star hotelsneed to have 10 lettable bedrooms or more, 25% of which should be equippedwith an attached bathroom Every 4 of the remaining rooms should share abathroom Moreover, 25% of the bathrooms should be equipped with WesternWCs The reception counter should have a telephone for use by the guests

+ 2 Star Hotels: These hotels should be developed in a suitable locality

with beautiful environs They need to have a reception counter that has atelephone for use by the guests Furthermore, all the private and public roomsshould be equipped with air conditioning facilities and support quality 2 Starhotels need to hire experienced, efficient and courteous staff that is always inpresentable, clean uniforms They should have a minimum of 10 lettablerooms, of which 75% need to have attached bathrooms fitted with showers.Also, a minimum of 25% of the rooms needs to be equipped with airconditioning facilities Each guest room should have telephone services, aswell as a radio or background music, and they need to be furnished withcurtains, carpets, and high-standard luxurious furniture

+ 3 Star Hotels: They have spacious accommodation, decorated lobbies,

and efficient staff These hotels are generally located in business areas withhigh-standard environs 3-star hotels are equipped with furnished diningrooms, with a minimum of 20 lettable rooms, all attached with bathrooms thatoffer long baths Also, at least half the number of the rooms need to have airconditioning facilities, as well as furnished, high-standard furniture, carpets,and curtains The hotels have a reception, information, finance counter, andconference facilities, all attended by qualified, highly trained, and experiencedpersonnel Laundry serviced are provided, together with high-endhousekeeping services, and each guest room should have telephone services,radio, or background music

+ 4 Star Hotels: These hotels are found in areas with distinct

architectural features and high-standard immediate environs The hotels have

a reception, information, finance counter, and conference facilities, allattended by qualified, highly trained, and experienced personnel The hotelsneed to have a minimum of 25 lettable rooms, all attached with bathrooms

that offer long baths 4 Star hotels have a separate special restaurant designedwith dancing facilities Also, each guest room should have telephone services,radio, or background music.

+ 5 Star Hotels: These hotels are found in areas with distinct

architectural features and high-standard immediate environs The hotels have

a reception, information and finance counter, as well as conference facilitiesall attended by qualified, highly trained and experienced personnel Thehotels need to have a minimum of 25 lettable rooms, all attached withbathrooms that offer long baths Moreover, laundry serviced are provided,together with high-end housekeeping services, and each guest room shouldhave telephone services, radio, or background music The swimming poolshould be available and ample parking space

Classification based on Location and Clientele.

 Conference Centers

Classification Based on Staying Duration

 Commercial Hotels: People can only stay in these hotels for a few

days or a week

 Transient Hotels: These are hotels in which most of the guests (75%)

are en-route residents who stop to spend a short period at the hotel beforeproceeding with their journey

 Semi-resident Hotels: They are hotels that accommodate people

staying for some weeks or months before moving to another location

 Apartment or Residential Hotels: These hotels are apartments

offering a dining room, meal service, and maid service They can be luxurious

or moderately priced, and their rooms are usually sold on a yearly or monthlybasis Residential Hotels have operational restaurants, telephone services, aswell as valet and laundry services

 Extended-Stay Hotels: They are lodging-like hotels with features that

provide home-like amenities They offer discounts of about 7 days forextended stays and have laundry facilities, as well as guest rooms completewith kitchens These hotels are developed to cater to those guests that decide

to stay for a certain period However, they also receive the guests that intend

to stay for shorter periods their there is sufficient space The long-stayingguests are attracted by the cut in room prices based on the time they spend atthe hotel Many of the guests arriving at these hotels are relocating families,businesses, as well as professional or technical guests These lodging brandsrange from three-bedroomed apartments to guest rooms and studios Theguests arriving at these hotels can stay for a period ranging between one week

and 6 months The guest rooms are well-furnished with linen and havestocked kitchens Moreover, there are housekeeping services that are offered

on either a weekly or daily basis On top of these, visitors may get theopportunity to use and enjoy swimming pools, tennis courts, fitness centers,

as well as limited meals and drinks

2.1.1.3 The function of hotel business

According to https://bartender.forumvi.com/t52-topic Hotel business

and operation requires large investment capital and the target audience is tourists [Chapter 2]

The most fundamental issue of hotel operations is resolving the quality relationship If the quality increases without regard to the cost, thecost will increase p increase the price p dissatisfied customers p losecustomers p or if the price is not increased, the profit of the customer willdecrease p and fail to meet the business goal Industry (profit maximization).However, in the long run, a high quality of service compared to a certain pricepoint will create popularity, bring in customers, and thus revenue andprofitability will increase Satisfying the relationship between short-term andlong-term benefits is a complex matter Furthermore, the fulfillment of thesetwo requirements takes place in the constraint of many factors:

price-Price constraints: Price is decided by the market, strongly influenced

by competition

Constraint on resources: business activities within the limits of ability

to mobilize capital, to attract labor, the ability of suppliers

Social constraints: Fulfill the above two requirements under a series of

constraints Moreover, a hotel is a business in which many business activitieshave different economic - technical characteristics, using many differentresources All of the above requires the hotel to study the characteristics of the

hotel industry and its own characteristics to research to find the mostreasonable organizational plan, suitable for its characteristics and conditions.

- Hotel business is an activity that requires a large investment capital,high maintenance costs, and uses a lot of labor On the other hand, due to thecompetitive results and the increasingly large scale of the hotel, the hotel isconstantly expanding and diversifying its products to satisfy customers' needswith high quality service and reputation For the hotel In each activity, eachservice includes many complicated segments, the relationship makes therelationships within the hotel to become more and more crowded If thebusiness activities in the hotel are not well organized, the rhythmiccoordination between the departments will easily lead to dysfunction

- Moreover, in the hotel business, the target audience is tourists Theyhave diverse and demanding needs Especially, most of them are internationaltourists with diverse ethnic groups, genders, psychology, preferences andtastes They have high liquidity and therefore need to be serviced well, andonly the proper organization, meticulous research and careful monitoring andregular monitoring of guest needs enable real hotels Quality requirements,bringing a reputation for the hotel

From the above analysis as well as in the hotel business practice in ourcountry, it is increasingly proven that just by experience is not only notenough, but requires hotel managers to have artistic intellectuals to show theiroffice and manage Hotel management

2.1.2 Products of Hotel

2.1.2.1 Definitions

According to productservice-management-performance-indicators-flash-cards/.

https://quizlet.com/357481247/hospitality-tourism-In the hospitality industry, product is not just a tangible object Theproduct definition is extended to include the following: experiences, people,places, organizations, information and ideas Consumers decide where tovisit, where to stay, what to eat and what entertainment they wish to see All

of these are viewed as products by the consumer [Terms in this set 19]

2.1.2.2 Characteristics products of hotel

Hotel products are all the services and goods that the hotel offers to meetthe needs of customers from the time they first contacted the hotel to registertheir rooms until the consumption is complete and leaves out of the hotel

Classify

From the perspective of the presentation form, we can see that the hotel'sproducts include:

- Commodity products: are tangible products (with a specific shape)

provided by the hotel such as food, beverages, souvenirs, other goods sold inthe hotel business This is the type of product that, after exchanging,ownership belongs to the payer

Among products and goods, souvenir is a special kind, it has specialspiritual meaning to customers who come from other localities or countries.Therefore, hotel managers often pay close attention to bringing theseproducts into the hotel business

- Products and services (products in an intangible or intangible form): are products of material or spiritual value (or it can also be an

experience, a sense of satisfaction or a sense of satisfaction dissatisfied) thatthe customer agrees to spend money in exchange for them Hotel products andservices include 2 main types of services and additional services:

+ Main services: is bedroom service and food service to satisfy the

essential needs of guests when they stay at the hotel

+ Additional services: are services other than the two above services to

satisfy the secondary needs during the stay at the hotel

For an additional hotel service, it is further divided into mandatory extrasand optional additional services The existence of mandatory and optionaladditional services is subject to the provisions of the hotel classificationstandards of each country

2.2 Reception Department

This section will revolve around the text "What is the receptionistdepartment?" .I collect documents with content related to the receptiondepartment

2.2.1 Definitions of Reception Department

According to https://en.wikipedia.org/wiki/Receptionist.

A receptionist is an employee taking an office or administrative supportposition The work is usually performed in a waiting area such as a lobby orfront office desk of an organization or business The title receptionist isattributed to the person who is employed by an organization to receive orgreet any visitors, patients, or clients and answer telephone calls.[1] The termfront desk is used in many hotels for an administrative department where areceptionist's duties also may include room reservations and assignment,guest registration, cashier work, credit checks, key control, and mail andmessage service Such receptionists are often called front desk clerks.Receptionists cover many areas of work to assist the businesses they work for,including setting appointments, filing, record keeping, and other office tasks.[1]

2.2.2 Missions of Reception Department

Reception department is like the face of the hotel in communicating andcreating relationships with customers, suppliers and partners This is also thebridge between customers and customer services, and between departments inthe hotel And below are the tasks of the receptionist to be performedaccording to a fixed process and divided into 4 phases: before the guestarrives at the hotel, the guest has arrived at the hotel to check in, the gueststays at the hotel And guests check in and leave the hotel The missionsinclude:

 Welcome guests, check in, check-out for guests

 Identify loyal customers, encourage customers to register formembership

 Encourage guests to upgrade rooms, to maximize room revenue

 Control and distribute rooms for guests

 Provide, introduce information about services inside and outside thehotel for guests

 Sale of rooms and other services of the hotel

 Get a reservation, receive information about check-out, early - latecheck-in

 Make registration of temporary residence, temporary absence forguests

 Create and store records for guests

 Receive and resolve complaints from customers

 Track, update and synthesize customer expenses

 Payment, see off guests

 Participate in the advertising and marketing of the hotel

 Participate in the security and safety of the hotel

2.2.3 Working procedure of Reception Department

2.2.3.1 Working procedure of Reception Department

According to http://htt.edu.vn/vai-tro-cua-bo-phan-le-tan-khach-san/

Reception is considered the face of the hotel because this is the first andlast part of contact with customers Therefore, the impression of visitors to thehotel will be greatly affected by the service quality of the receptiondepartment [1]

For large hotels, hotel receptionists are divided into many small parts,each department will handle different tasks, but usually have 5 small parts:

Reservation Department: Receiving reservation requests and providing

timely information about hotel room types for travel agents, booking centers.Combine with Marketing department to sell rooms, maximize hotel roomoccupancy

Receive booking requests and timely information about hotel room typesfor travel agents, booking centers Combine marketing department to sellrooms, maximize room occupancy

Reception department: Performing tasks in the stage of welcoming

guests, confirming the status of guests' reservations, determining the length oftheir stay, convincing customers to rent rooms and introducing customers totheir services hotel

Cashier Department: Make payment for services that guests have used

during their stay at the hotel

Switchboard department: Receive reservation information, resolve

customer complaints and complaints by phone, make connection calls tocustomers and partners

Customer communication department: Implementing customer care

and building relationships with customers

For small and medium hotels, the number of staff is not much, so thereceptionist may have to handle many jobs of different departments.

2.2.3.2 Qualities of the reception department

If the service staff is the "face" of the restaurant, the receptionist is alsothe "face" of the hotel, which plays a particularly important and indispensablerole in every business To successfully complete all assigned tasks; to pleasevisitors, please guests, a hotel receptionist needs to ensure a certain number ofessential skills

A professional receptionist needs to be equipped with some of the mostcore qualities as follows:

1 Honesty, honesty: During the working process, the receptionist has

conditions to expose a lot to money and property of guests, so the honestquality of the receptionist is unmatched Same precious

2 Confident and flexible in handling situations: Tourism is a

smoke-free industry Therefore, situations in hotels take place in many differentcontents and formats And in any situation you must be confident that you canhandle it well

3 Firm position and positive attitude to the task in charge: Always

know how to be self-reliant, control your own emotions in awkward situations(not get angry in any circumstances)

4 Warm, friendly, smiling attitude to the opposite person: Having

good communication style, sincere attitude, hospitality, always giving themaximum sympathy of guests Respect and willing to help guests In allcases, only the principle of "the guest is never wrong"

5 Create trust with customers: You should build a good relationship

with customers, do not let it happen once or one way To do this, you mustcreate a reputation not only for yourself but also for the image of the hotel

For example, visitors wishing to use a certain service, the person they think ofwill be the hotel receptionist because the receptionist is the consultantproviding the best travel information for guests Stay in the hotel and alsovery professional Then why don't you give it a try?

2.2.3.3 Role of the reception department.

The Hotel Reception Department is considered the face of a hotel, plays

a particularly important role in building an image and has a direct impact onthe business performance of the hotel This department shows theprofessionalism and service quality of that hotel So what is the role of theHotel Reception Department?

A hotel can operate smoothly thanks to the coordination of manydifferent departments such as Bar, Room, Kitchen In which, the HotelReception Department is considered as the "nerve center" of the hotel, receiveand process all information from customers Specifically, the Hotel ReceptionDepartment has the following roles:

-Provide information, introduce and advise customers about the hotelservices

-Receive and promptly solve customer complaints and requests, andbring satisfaction to customers

-Receive reservations and arrange rooms for customers

-Coordinate with relevant departments to ensure service and meet allrequirements of guests during their stay at the hotel

-Do the procedures for check in, check out, pay for guests when theycome and go

-Join in the Marketing of the hotel

CHAPTER 3: CASE DESCRIPTION 3.1 General information on Cocochine-a Vie Collection

3.1.1 An overview of Cocohine-a Vie Collection

Image 1: Cocochine-a Vie Collection

Headquarter: 51 Hoang Ke Viem Street, Da Nang City, VietnamTelephone : 0236 3939 039

Cocochine-a Vie Collection is located 150 meters from the beautiful MyKhe Beach, Cocochine - a VIE collection offers classic rooms with sea or cityviews This hotel features free WiFi in public areas and free parking

Decorated with classic wooden furnishings, the air-conditioned roomscome with cable TV and a seating area Guests can use the hot shower and thehairdryer in the private bathroom

Relax with soothing spa treatments at the hotel after a day of sightseeing.Alternatively, guests can sing karaoke or explore the city with car rental andticketing services offered at the property

The on-site restaurant serves a selection of European and Vietnamesemarine specialties, while the property also offers room service

Cocochine - a VIE collection is a 15-minute drive from Da Nanginternational Airport and the city center.

3.1.2 The Organization Structure Chart of Cocochine-a Vie Collection

Figure 1: Organization of Cocochine-a Vie Collection

Functions and Responsibilities of Each Department at CoCochine-a Vie Collection

There are many departments that construct the complete organization ofCocochine-a VIE collection, and each department has its own mission

General manager: The highest position of the hotel, directly

responsible for business strategy, marketing, budget, revenue-profit,management and supervision of all activities to ensure effective hoteloperation, etc…

Information Technology Department: Supervising and managing

the hotel information technology system, guiding staff in the hotel how touse technology software such as Smile FO, Smile Purchasing, how to sendmail within the hotel

Front Offic e

Engi neeri ng

Hou seke epin g

Kitc hen

Su pe rvi so r

St aff

Su pe rvi so r

Su pe rvi so r St

aff

St aff

St aff

St aff

Spa Department: Increasing the value and choice of customers for

the hotel, providing additional services such as swimming pools, massage,…

Front Office Department: The function of this department is to

communicate, create relationships with customers, partners and suppliers.This department is also a bridge between guests and hotel services, betweenthe parts together And it is an effective support for managers in consulting,commenting on the situation of the hotel, the needs of the market, the tastes ofcustomers, the future trends that help the management to master.Accommodation situation, guest information and guest source From there thehotel owner makes strategies, changes and plans to bring the highest businessefficiency for the hotel

Engineering Department: Managing and supervising technical

systems and equipment in the hotel to ensure the equipment and systemswork well, in collaboration with other parts in case of technical problems

Housekeeping Department: being responsible for the guest's stay in

the hotel, bringing the highest revenue, working closely with other parts inthe hotel to bring the best service to the guests, sanitation and otherassociated services

Kitchen Department: Directly processing and checking quality food,

providing other services at the request of customers

3.2 Hotel Room of Cocochine-a Vie Collection

- The hotels have 40 rooms There are seven types of rooms at thehotels The first one is Vie Superior Twin, and it costs 600.000 per night foreach customer The second type is Vie Superior King This kind has theprice of 650.000 VND The third one is Vie Deluxe Twin which costs700.00 VND The Four is Vie Family This kind has the price of 1.000.000

The last is Vie Junior Suite, this kind has the price of 1.500.000 I thinksthis price very reasonable for you and your relative when staying in here.

Room Category Square Meters Room Rates

Vie Superior Twin 20 m²/215 ft² 600.000VND

Vie Superior King 20 m²/215 ft² 650.000 VND

Vie Deluxe Twin 26 m²/280 ft² 700.000 VND

Vie Family 40 m²/431 ft² 1.000.000VND

Vie Junior Suite 50 m²/538 ft² 1.500.000 VND

Vie Triple Room 32 m²/344 ft² 1.500.000 VND

Deluxe King Room

with Balcony

Table 1: Hotel’s room