AN INVESTIGATION INTO THE REAL SITUATION OF THE SERVICE QUALITY OF RECEPTION DEPARTMENT AT DLG HOTEL DANANG AND SOME SOLUTIONS TO ENHANCING ITS SHORTCOMINGS

FACULTY OF ENGLISHGRADUATION PAPER AN INVESTIGATION INTO THE REAL SITUATION OF THE SERVICE QUALITY OF RECEPTION DEPARTMENT AT DLG HOTEL DANANG AND SOME SOLUTIONS TO ENHANCING ITS SHORTCO

FACULTY OF ENGLISH

GRADUATION PAPER

AN INVESTIGATION INTO THE REAL SITUATION OF THE SERVICE QUALITY OF RECEPTION DEPARTMENT AT DLG HOTEL DANANG AND SOME SOLUTIONS TO ENHANCING ITS SHORTCOMINGS

Major: English for Tourism

SUPERVISOR : TRAN HUU HUNG, P.G.

STUDENT : NGUYEN THI KIEU TRINH

CLASS : K23 NAD8

STUDENT CODE: 23203111932

DA NANG, 2021

my bottom of my heart, I would like to express my deepest thanks to my supervisor,

Mr Tran Huu Hung for helping me to complete my graduation thesis

Besides, I would love to thank to DLG Hotel Danang for creating thefavorable conditions during the internship, providing useful experiences as well asvaluable materials for me in the research and completion this thesis Especially, Iwould like to express my sincere thanks to the Manager of the Hotel, Mr PhanMinh Quy for his kind cooperation during my internship

My due thanks also go to my parents, and friends for their endless love,support, and encouragement in the past four years

Finally, I wish all of you good health and great success

Thank you all!

Yours sincerely,Nguyen Thi Kieu Trinh

STATEMENT OF AUTHORSHIP

I declare that this graduation paper is an independent research project that

I have tried to research in the internship and studying at school It does not useeither in the whole or in part from a material previously submitted for degree ordiploma in my university, except where due reference is made in the text

No other person’s work has been used without due acknowledgement in thethesis

This thesis has not been submitted for award of any degree or diploma in anyother tertiary institution

Danang, May 27 th , 2021

NGUYEN THI KIEU TRINH

ABBREVIATIONS

DTU: Duy Tan University

F&B: Food and Beverage

HR: Human Resource

LIST OF TABLES

Table 3.1: Accommodation 17

Table 3.2: Additional services 18

Table 3.3: The workforce’s qualification, sex and age of Reception Department at DLG Hotel Danang 25

Table 4.1: The Structure of Tourists to DLG Hotel 29

Table 4.2: Tourist Structure Based on the Form of Trip 30

Table 4.3: Number of guests at DLG Hotel Danang from 2018 to 2020 33

Table 4.4: Questionaires about Reception’s facilities of DLG Hotel Danang 41

Table 4.5: Questionaires about Reception’s Appearance and Uniform of DLG Hotel Danang 43

Table 4.6: Questionaires about Reception’s Attitude and Spirit of DLG Hotel Danang 44

Table 4.7: Questionaires about Reception’s Serving process of DLG Hotel Danang .46

Table 4.8: Questionaires about Reception’s Qualification of DLG Hotel Danang 48

LIST OF DIAGRAMS

Diagram 2.1: Classification of Hotel 6Diagram 2.2: Organization structure of the R.D in the small-sized hotel 9Diagram 2.3: Organiation structure of the R.D in the medium-sized 10Diagram 2.4: The Organizational Structure of the RD in the large-size hotel 10Diagram 2.5:The Process of Reception Service 11

Diagram 3.6: Organizational Structure of DLG Hotel 19

Diagram 3.7:Organization Structure of Reception Department at DLG Hotel Danang 23

LIST OF CHARTS

Chart 4.1: Tourist Structure based on the Purpose of Travelling 31

Chart 4.2: The number of guests visiting to DLG Hotel Danang from 2018 to 2020 32

Chart 4.3: The number of International Guest from 2018 to 2020 34

Chart 4.4: Guests’ evaluation about Facilities of Reception and lobby area 41

Chart 4.5:Guests’ evaluation about Appearance and Uniform 43

Chart 4.6:Guests’ evaluation about Attitude & Spirit 44

Chart 4.7:Guests’ evaluation about Qualification 48

TABLE OF CONTENTS

ACKNOWLEDGMENT i

STATEMENT OF AUTHORSHIP ii

ABBREVIATIONS iv

LIST OF TABLES v

LIST OF DIAGRAMS vi

LIST OF CHARTS vii

TABLE OF CONTENTS viii

CHAPTER 1: INTRODUCTION 1

1.1 Rationale 1

1.2 Aims and Objectives 2

1.2.1 Aims 2

1.2.2 Objectives 2

1.3 Scope of the Study 2

1.4 Method of the Study 2

1.5 Organization of the Study 3

CHAPTER 2: THEORETICAL BACKGROUND 4

2.1 An Overview of the Hospitality Industry 4

2.1.1 Definition 4

2.1.2 Classification 4

2.2 An Overview of the Hotel Business 5

2.2.1 Definitions 5

2.2.2 Hotel Business Activities 5

2.2.3 Classification of Hotel 6

2.3 An Overview of the Reception Department 7

2.3.1 Definitions 7

2.3.2 Missions of the Reception Department 7

2.3.3 Responsibilities of the Reception Department 7

2.3.4 Qualifications of the Reception Department 8

2.3.5 Organizational Structure of the Reception Department 9

2.3.6 The Process of Reception Service at Hotel 11

2.3.6.1 The Process of Booking 11

2.3.6.2 The Process of Check - in 11

2.3.6.3 The Process of Serving guests in staying time 12

2.3.6.4 The Process of Check – out 12

2.4 An Overview of the Service Quality 13

2.4.1 Definition 13

2.4.2 Service Quality Evaluation Method 13

2.4.3 The Meaning of Service Quality Improvement 14

CHAPTER 3: CASE DESCRIPTION 15

3.1 An Overview of DLG Hotel Danang 15

3.1.1 General Introduction 15

3.1.2 Services of DLG Hotel Danang 16

3.1.3 Organizational Structure of DLG Hotel Danang 20

3.1.4 The coordination between Reception Department with other Departments at DLG Hotel Danang 22

3.2.1 Organization Structure of Reception Department 24

3.2.2 The Reality Situation of DLG Hotel Danang’s Reception Department 26 3.2.2.1 The Reality about Facilities of DLG Hotel Danang’s Reception Department 26

3.2.2.2 The Reality about Workforce of DLG Hotel Danang’s Reception Department 27

3.2.2.3 Working Time & Schedule 29

CHAPTER 4: ANALYSIS AND EVALUATION 30

4.1 DLG Hotel Danang’ Result of Tourist Statistic in Recent Years 30

4.1.1 The Structure of Tourists to DLG Hotel Danang 30

4.1.2 The Real Situation of Customer’ s Arrive at DLG Hotal Danang.33 4.2 Guest’s Evaluation To Reception Department 35

4.2.1 The method of assessing service quality of Reception Department 35

4.2.2 Evaluation to the Facilities of Reception and Lobby Area 41

4.2.3 Evaluation to the Reception Department’ Staff 43

4.2.3.1 Evaluation to the Appearance and Uniform 43

4.2.3.2 Evaluation to the Staff’s Attitude and Spirit 45

4.2.3.3 Evaluation to the Serving Process 47

4.2.3.4 Evaluation to the Qualification 49

4.3 Overall Assessment of the Quality of the Reception Department at DLG Hotel Danang 50

4.3.1 Strong Points 50

4.3.2 Week points 51

5.1 Difficulties 52

5.2 Solutions 53

5.2.1 Improving the Facilities of the Reception Department 53

5.2.2 Improving the Quality of Reception Staffs 54

5.2.3 Improving the Serving Process 55

5.2.4 Enhancing the Service Quality by Management and Supervision 56

5.2.4 Enhancing Coordination between Departments 57

CHAPTER 6: CONCLUSION AND SUGGESTIONS 58

6.1 Conclusion 58

6.2 Suggestions 59

6.2.1 Suggestion for State and Government 59

6.2.2 Suggestion for Vietnam National Administration of Tourism 59

6.2.3 Suggestion for Local Authorities 60 6.2.4 Suggestion for DLG Hotel Danang 60 6.2.5 Suggestion for DLG Hotel Danang’s Reception Department 61 6.2.6 Suggestion for the Teaching and Studying of English for Faculty of English, DTU 61

REFERENCES 62 SUPERVISOR’S COMMENTS 64

CHAPTER 1: INTRODUCTION 1.1 Rationale

Today, tourism is an important industry in many countries around the worldbecause of its close commitment to the economy Tourism has become popular and

is an indispensable need of human since their spiritual life richer Vietnam with astable political economy, rich culture, attractive natural landscapes, diverse cuisine,

… attract even the most demanding tourists Hence, hotels have sprung upeverywhere to meet the needs of visitors To survive and develop in an intenselycompetitive environment, it is essential for businesses to know the way to developbased on the advantages and overcoming the drawbacks

Da Nang is known as the worth-living city of Vietnam with a variety ofspecial things, hot and humid tropical climate, beautiful scenery, welcomingmillions of tourists every year With the growing number of guests, a huge amount

of hotels in Danang need to improve their quality to retain old customers and toseek for new customers

DLG Hotel Danang – Brand of Duc Long Dung Quat company It is a hotelrated as a five-star standard by the Vietnam National Administration of Tourism.Although the hotel has high quality of service and facilities, there exist severalphenomena at Reception Department’s service quality that made bad impression onguests Reception Department is a mirror that reflects the entire image of the hotel.Hence, to improve higher quality, the Reception Department in particular and thehotel management, in general, need to overcome the obstacles Recognizing theimportance of bringing to customers the best service quality, as well as increasing

the competitiveness in the industry, I decided to choose the topic: “An

Investigation into the Real Situation of the Service Quality of Reception Department at DLG Hotel Danang and Some Solutions to Enhancing Its Shortcomings” to write for my graduation paper.

1.2 Aims and Objectives

1.2.1 Aims

The primary aims of the study is to research systematize theoretical andpractical issues about the service quality of Reception Department The otherimportant research matters will deeply involve in determining the factors affectingthe service quality of this department In conclusion, I will offer some solutions toenhance the service quality of Reception Department at DLG Hotel Danang

1.2.2 Objectives

There are four major objectives:

To explore general information, functions, process of service of R.D

To analyze the service quality of Reception Department at this hotel

To find out the pros and cons of R.D at DLG Hotel Danang

To propose some suggestions to improve and advanced the service quality ofR.D atDLG Hotel Danang.

1.3 Scope of the Study

This study mainly focuses on researching the service quality of ReceptionDepartment at DLG Hotel Danang Thereby, I propose some solutions to improvethe service quality of Reception Department The business performance results ofthe hotel were taken in 2018 and 2020

1.4 Method of the Study

The methods used in this thesis include:

Method of Collection: I studied on the concepts and theoretical basis of thehotel business, service quality, functions, and duties of the RD through the hotel’swebsite, books, Internet, and materials of the studied subjects Besides, throughcollecting information during internship at DLG Hotel Danang, I analyzed andevaluated the real situation of RD at DLG Hotel Danang

Method of Statistics: through the numbers that have been collected andprocessed, I created the table of figures, charts to easily see the information Inconclusion, from data collected, proposing suggestions improve service quality atDLG Hotel Danang

Method of Analysis and Evaluation: after synthesizing the information ofcustomers from Questionaire, I conducted an analysis and evaluation

1.5 Organization of the Study

This study is organized into 6 parts:

Chapter 1: Introduction: An overview of the background informationincluding Rationale, Aims and Objectives, Scope of the study, Method of the studyand Study’s organization

Chapter 2: Theoretical Background of Hospitality Industry, Hotel Business,Reception Department and Service Quality

Chapter 3: Case Description - the Basic Information about DLG HotelDanang and Reception Department

Chapter 4: Analysis and Evalution about Real Situation at DLG HotelDanang

Chapter 5: Difficulties and Solutions about the Service Quality of ReceptionDepartment at DLG Hotel Danang

Chapter 6: Conclusions and Suggestions

CHAPTER 2: THEORETICAL BACKGROUND 2.1 An Overview of the Hospitality Industry

2.1.1 Definition

There are a number of ways Hospitality Industry can be defined and for this

reason, the United Nations World Tourism Organization (UNWTO) defined

Hospitality Industry as follows: Hospitality Industry is a social, cultural andeconomic phenomenon which entails the movement of people to countries or placesoutside their usual environment for personal or business professional purposes The Hospitality Industry is a multibillion-dollar industry that depends on theavailability of leisure time, disposable income, and complete customer satisfaction

A hospitality unit such as a restaurant, hotel, or an amusement park consists of unitssuch as facility maintenance and direct operations (servers, housekeepers, porters,kitchen workers, bartenders, management, marketing, and human resources, etc)

2.1.2 Classification

Accommodation & Lodging

Lodging means accommodation for a period or place to sleep for one or morenights In this classification comes hotels, bed and breakfast entities, homestays andother lodging facilities in the hospitality industry In this vertical comfort andefficiency of service are the most important factors that determine the quality of theentity

Food & Beverage

The food and beverage sector which is professionally known by its initials asF&B is the largest segment of the hospitality industry This is also having thehighest volume which usually consists of restaurants, fast food and other cateringservices

When a restaurant is part of a hotel, services it renders can enhance the guestexperience by providing excellent food and first-class customer service.

Travel & Tourism

This segment focuses on the transportation and travel industry Travelingthrough airlines, trains, buses, cruise ships and so on are all part of the travelindustry

2.2 An Overview of the Hotel Business

2.2.1 Definitions

In Vietnam, according to the General Department of Tourism's Circula:

“Hotel is an architectural work with 10 rooms or more, ensuring the quality offacilities and services necessary to serve tourists during their stay” The term

“hotel” is understood as a general term including: hotels, motels, resorts andtourism villages According to the level of comfort, the hotel is ranked according

to the number of stars from 1 to 5 stars

Hotel business is the business activity based on the provision ofaccommodation, food and beverage services, and additional services for guests tomeet their accommodation, dining, and entertainment needs for profit purposes

2.2.2 Hotel Business Activities

Accommodation Business

Accommodation business in hotel business is the most basic activitysupplying room for guests to make profit while they temporarily stay atplaces of interest.

Food and beverage Business

Catering business includes processing, selling food and offering other services

to satisfy guests’ needs of food at restaurant or hotel to gain profit

Additional services Business

Additional services business provides services differing from the two aboveservice to satisfy minor needs of customers and improve hotel products According

to different needs of guests, there are two kinds of facilities:

- For normal needs: laundry, telephone

- For special needs associating with purpose of the trip: souvenir, conference,spa, casino, etc

Based on Location & Clientle

Based on Ownership

Based on Service

9 Green Hotel

1 Independent Hotel

2 Chains

3 Management Contracts

2 Limited service Hotel

3 Full- service Hotel

4 Luxury Hotel

Diagram 2.1: Classification of hotel

Hotel are classified based on several factors such as size, target market,location, available facilities, the level and type of service, ownership… Theseclassification help visitors to have an overview of a hotel even before visiting theproperty in person As a result, classification plays an essential intermediary role infacilitating trade and trust between the property and the customer.

2.3 An Overview of the Reception Department

2.3.1 Definitions

Reception Department is called the nerve centre of a hotel The ReceptionDepartment employee’s performance is central to customers’ first impressions ofthe hotel because they bear the first touch with guests Moreover, customers’ firstimpressions will influence their satisfaction with the check-in experience and,furthermore, with the entire stay at the hotel

Reception Department can be defined as a front of the housing departmentlocated around the foyer and the lobby area of a hospitality property Thisdepartment is a place to receive and handle all customer appreciations andcomplaints Therefore, this department is the direct delegate to link the work andreport the consequence to other departments

2.3.2 Missions of the Reception Department

Introducing and selling room services and other services to customers

Receiving room reservations and arranging rooms for customers

Welcoming customers politely, serving their needs

Registering and checking guests in and out

Working directly and coordinating with other departments, serving guestsduring their stay at the hotel

Receiving and resolving customer’s complaints

Tracking, updating, synthesizing expenses of guests

Participating in the advertising and marketing of the hotel

And other missions.

2.3.3 Responsibilities of the Reception Department

The Reception Department is considered as the representative face of the hotel

in its external relations with: guests, supplier organizations, and other partners Thisdepartment plays an important role in propagating, advertising, introducing andselling products to customers Furthermore, Reception Department is an effectiveassistant in providing timely information about the situation of customers andbusiness to superiors Hence, managers can deal with the situation quickly andpropose appropriate business policies

2.3.4 Qualifications of the Reception Department

Firstly, the reception staff should have a good personality, well dressed andneat Individuals who well dress suggest power and status; therefore, the firstimpression is only part of creating a positive relationship between the hotel and thecustomers

Secondly, the staff should be competent They should know basic productknowledge, type of rooms and hotel facilities in the hotel For example, front officestaff should know many types of rooms and explain each type of rooms which aresingle rooms, double rooms, twin rooms, suites, connecting rooms and adjoiningrooms

Thirdly, the staff must hve outstanding communication skills The guests mayhave different accents in English and some words are difficult for Reception staff tounderstand due to the different countries, particularly, for the reservations or theoperators who deal with customers by phone Moreover, it is necessary whentelephone operators answer the telephone, they should identify themselves,announce the name of the hotel, with the addition of Good morning or Goodevening with the appropriate intonation The additional words, May I help you?, etcwill give the impression of willingness to serve, which is all important in hotel

Moreover, front office staff should be able to handle some problems, deal withcomplaints or certain difficulties in the hotel, when the guests confront the problems

in the hotel It is stated that good communication skills are required in dealing withcustomers, and strive to resolve the problems when they arise

In conclusion, front office staff should make their guests happy and satisfied

As keys to the guest satisfaction driver, the front office staff are critical to thecontinued success of the hotel They offer constant guest interaction, with the mostdiverse operating exposure in the hotel The important thing, the front office staffwill also reflect the image of the hotel to the customers and they have a keen sense

to anticipate the guests, needs and exceed their expectations

2.3.5 Organizational Structure of the Reception Department

The Reception Department involves in a lot of different functions andoperations, which requires any property to build up a well-defined organizationalstructure for smooth operations Size of the hotel, standard of the service, type ofguests and type of hotel are considered the key factors affecting the organizationalstructure of the Reception Department

This department always make sure to serve customers 24 hours/day Theworking time in this department is usually divided into 3 shifts: morning shift from6AM to 14PM, afternoon shift from 14PM to 22PM and night shift from 22PM to6AM

For small-sized hotels: The organization structure of R.D is very simpleincluding the Reception manager and two or more receptionists Because theworkload in this type of hotel is not too much, each employee in the R.D in charge

Reception manager

Diagram 2.2: Organization structure of the R.D in the small-sized

hotel

of many tasks, the Reception manager is responsible for supervision and supportstaff.

For medium-sized hotels: The organization struture of R.D is not reallycomplex The organization is run by a chief executive who is responsible formanaging the overall situations, directly deal with all problems during the shift andreporting to the General manager daily The work is divided into two specializedgroups:

- Concierge group includes security, bellman and concierge

- Reception group consists of: receptionist, cashier, reservation staff and guestrelation Each staff is in charge of different types of tasks

For large-sized hotels: The organization struture of R.D is more complex andspecialized Because of the huge number of guests and rooms, the workload is alsohigher There are 7 sections in common as shown in figure 3:

Front Office Manager

Concierge Supervisor SupervisorReception

Guest Relation

Reception ManagerNight Auditor

Receptionist Bell Captain Reservation Cashier Telephone

Operation

Diagram 2.3: Organiation structure of the R.D in the medium-sized

hotel

Diagram 2.4: The Organizational Structure of the RD in the larged-size hotel

2.3.6 The Process of Reception Service at Hotel

2.3.6.1 The Process of Booking

Direct booking: to create a great first impression on guests, the receptionistmust be able to behave quickly, respond to guests' booking requests, and have goodsales skill

- Introducing room’ information, price, facilities, hotel’s service

- Asking guests for address, phone, name, and other info

- Asking the number of guests, the number of guest rooms required

- Informing the above information to guests

- Writing the content into the booking book and ask guests to confirm

Indirect booking: finding out the needs of guests, introducing roomsavailable, price as well as services in the hotel to giving a good impression onguests then persuading and selling products effectively This type of booking isusually unsecured so that Reception staff often update guest’s information into thecomputer to know the reservation’s situation

2.3.6.2 The Process of Check - in

Welcoming and inviting guests to enjoy a beravage

3 Serving guests in staying

time process

4 Check - outprocess

Determining guest reservations.

Making registration procedures: verifying guest’s identity, creatingregistration record

Introducing hotel’s information and services

Handing over a welcome kit and keys of the accommodation

Completing profile and updating information

2.3.6.3 The Process of Serving guests in staying time

Enthusiastically providing guests with the necessary information: reception’sphone number, sightseeing destinations, prices of some items

Tracking guest charges against guest’s purchases from the hotel restaurants,room service…

Receiving and sending letters, parcels and faxes to customers

Supporting customers to book flights, hotel reservations at the nextdestination and confirming, changing schedule information as needed

Preserving money and belongings when customers send

Dealing with customer complaints within the jurisdiction

2.3.6.4 The Process of Check – out

The receptionist is in charge of the main responsibility during this process:

Rechecking all charges including fixed room rates and costs incurred

Confirm the payment with guest

Receiving room keys, and keeping guest records

At the same time, supporting guests to book transportation

Exploring the satisfaction of the hotel service and customer service attitude,note and say goodbye

2.4 An Overview of the Service Quality

2.4.1 Definition

Service quality is the primary factor in the service market competition, notonly directly related to the customer's demand, and is the first requirement ofservice organization to survive

According to TCVN and ISO – 9000, service quality is the level of conformity

of a service product with the set of predetermined requirements of the purchaser.Hence, measuring service quality if often based on the relationship betweencustomer’s expectations and actual feelings

In the hotel business, it depends on the level of the hotel that the servicequality must be satisfied the respective demand levels of the customers they areserving

2.4.2 Service Quality Evaluation Method

In Vietnam, SERVQUAL is familiar in the field of marketing and is also seen

as a tool to evaluate the service quality of industries such as restaurants, hotels, etc.According to SERVQUAL, there are 10 factors in determining the quality ofservice are: Reliability, Responsiveness, Competence, Access, Courtesy,Communication, Credibility, Security, Understanding customer, and Tangibles

Reliability: ability to deliver accurate information and fulfill promises Thisfactor can be judged when a staff saying that errors on your website are beingprocessed and will be done within half an hour, whether he will call you aspromised are not? We measure the reliability of a business based on whether they

do what they promised

Responsiveness: express the desire and willingness of staff to provideservices to customers

Competence: demonstrates the qualification for performing service Ability

to serve, expression when employees contact with customers, staffs directly perform

the service, ability to research to capture relevant information needed for customerservice.

Access: involved in making all the easy conditions for customers to accessservices such as shortening customer waiting times, service locations andconvenient opening hours for customers

Courtesy: express the staff's hospitable, respectful and friendly to guests

Communication: regarding to the communication, providing information tocustomers in guest’s language and listen to issues related to them, such as serviceexplanation, costs, complaint resolution

Credibility: ability to create trust for customers This ability is reflected inthe name and reputation of the company, the personality of the staff who directlycommunicate with customers

Security: relating to the ability to ensure the safety of customers, reflected inthe physical and financial security, as well as information confidentiality

Understanding customer: ability to understand and grasp the needs ofcustomers through understanding customers' requirements, paying attention to thempersonally and identifying regular customers

Tangibles: represents through the staff’s appearance, uniform, facilities

2.4.3 The Meaning of Service Quality Improvement

To increase profits, reduce advertising costs, and marketing costs for thehotel

To increase selling prices reasonably and increase competitiveness in themarket

To reduce intermediary costs, monitoring costs, and other costs for the hotel



CHAPTER 3: CASE DESCRIPTION

3.1 An Overview of DLG Hotel Danang

Image: DLG Hotel Dannang

Han market, Dragon Bridge, Da Nang Catherdal… It is about 300m to My Khebeach, about 5 minutes by walk respectively.

DLG Hotel Danang – 5-star hotel, managed by Duc Long Gia Lai

Group, was built in 2015 with the mission of contributing to the development of

the city’s tourism industry, and officially opened in 2018 Hotel DLG Da Nanghas 14 floors with 241 rooms designed subtly and luxuriously In particular, allrooms have sea views Each room at Da Nang DLG is a highlight of architecture,interior with full of advanced and modern amenities that up to Internationalquality Along with the hotel space is a system of souvenir shops, Kid Club, infinityswimming pools Moreover, the hotel also offers services such as conferencerooms with a capacity of up to 800 guests, modern equipment, sound, lightingsystems and a dedicated event team Other amenities include a lounge, luxuryrestaurants, bar, cafeteria, gym & fitness, spa & salon services, children's play area,etc For visitors with vehicle, free parking is available

DLG Danang impresses diners with specialties from all over Vietnam andfamous European - Asian cuisine around the world Welcome drink is provided inall room types for all in-house guests Especially here, visitors can also participate

in a class by the beach, with tai chi exercises and the hotel's expert team to exercise

a healthy body, eliminate diseases… Moreover,24-hour front desk are readilyavailable for the convenience of each guest

3.1.2 Services of DLG Hotel Danang

 Lodging service

The hotel has 14 floors with 240 rooms designed subtly and luxuriously, equipped with modern furnishings There are 8 types of rooms from ordinary to luxurious to be available to guests for easy selection:

Room types Dimension

(m 2

)

Quantity (room) Bed View

Deluxe Double 32 65 1 double bed City and river view

Premium

Executive

Suite

twin beds Ocean viewGrand Family 80 2 1 king bed & 2

twin beds

Ocean view

Ocean

President Suite 250 1 1 king bed City and ocean view

Hotel room services: Flat-screen TVs with cable channels are featured in all

241 rooms WiFi, bottled water, hair dryers, phones and safes are also available Guests will find nice touches like slippers and free toiletries to enhance the stay

Dining

- The Sea restaurant: is located on the ground floor of the hotel with the

dimension about 660 m2 With a spacious space accommodating up to 400 guestswith architectural style blending between classic and modern Guests can start theday with a breakfast buffet serving from cereals, European pastries to Vietnamspecialties During the day, The Sea restaurant is open for lunch and dinner with fullflavors of three-regional cuisine from North to South One of the highlights thatmakes the culinary experience at this restaurant more special is the VIP DiningRoom With modern and luxurious high-class furniture and exclusive served by ateam of professional staff, VIP Dining Room will please even the most demandingguests

Table 3.1: Accommodation

- Sonata Lounge Bar: is also located on the ground floor of the hotel,

overlooking the infinity pool and famous My Khe beach This bar was also arranged

a very special space for guests to gather to relax at the Cigar Lounge Located nest

to the Cigar Lounge, the Executive Room will be a great choice for those who wish

to enjoy exclusive service

- Ocean Park Cafeteria: is in the garden, next to the infinity pool with views

overlooking My Khe beach This cafeteria is designed to take full advantage of naturallight and greenery Besides, guests can relax with the best drinks, snacks by the bestbartender More special, visitors can enjoy BBQ party every weekend right there

Banquet and event

- The Grand Hall: is located on the 2nd floor which owns a modern and classyconference space with a capacity of up to 600 guests Elegant 5-star luxury design,equipment, lighting systems and a profeesional event team that guests can’t miss it

- Meridian Ball Room: is also on the 2nd floor It has an area of 140 m2 and acapacity of 80 guests With a solemnly designed space with modern equipment andsound and lighting systems

- Rendez Vous Square: is a charming place that is located on the 3rd floor.The view is with cool see breeze and green trees surrounding This is a great place

to organize outdoor picnics for corporate organizations, cocktail parties, themeddinners, outdoor weddings, etc

Additional services

Types of service Name Location Operation hours

Spa & Salon La Belle Vie Basement 9:00 – 22:00Swimming Pools

Outdoor Swimming

Pool Ground floor 6:00 – 20:00Terrace Swimming Pool 3rd

floor 6:00 – 20:00Gym & Fitness Gym & Fitness Center 3rd

floor 6:00 – 20:00

Table 3.2: Additional services

3.1.3 Organizational Structure of DLG Hotel Danang

Funtions and Responsibilities of Each Department at DLG Hotel Danang

- Board Of Management: The board is responsible for protecting shareholders’interests, establishing policies for management, oversight of the hotel, and makingdecisions about important issues the hotel faces

- General Manager: is the executive manager responsible for the overalloperation of the hotel General Manager has duty to manage of a management team,

Account Manager

Inventory Controller

Office Assistants

F&B Departmentn

F&B Manager

F&B Staff

Diagram 3.6: Organizational Structure of DLG Hotel

Danang

create operational budget, set business objectives, respond the issues involvingguests, employees, or the facility He/She also maintains relations to companies ordepartment, local governments, and many additional duties.

- Assistant Manager: is a closest person to the Manager, who usuallyresponsible for providing administrative and operational support to GeneralManager They also in charge of manage budgets and bookkeeping, schedulingemployees, assigning tasks, monitoring staff, etc

- Room Department: coordinates housekeepers, reception staff, engineer andsecurity department in a hotel The duties inlcudes ensuring quality standards,assigning tasks, allocating resources, and reporting to General Managers, etc

- F&B Department: is responsible for the operations of a restaurant They alsohave to design menus, handling customer complaints, complying with food andsafety regulations, etc

- Human Resources (HR) Department: is a framework which helps employeesdevelop their personal and organizational skills, knowledge, and abilities Thisdepartment has a duty to provide opportunities such as employee training, employeecareer development, performance management, coaching, succession planning,salary, employee recruitment and organization development

- Financial Department: who is generally responsible for all hotel accountingand financial reports, include supervising accounting staff, setting financial targets,managing internal controls, etc

- Sale & Makerting Department: researching and developing marketingopportunities, planning and implementing new sales plans, managing bothmarketing and sales staff, guiding the timing and quantity requirements ofproduction, and meet the hotel’s operations goals, etc

- Reception Department: is a division which deals with the guests directly.This department has a duty to handle the guests reservation and provide informationabout the hotel’s facility

- House Keeping Department: has responsibility for maintaining the condition

of hotel area especially hotel room The duty is keeping the tidiness, cleanliness andbeauty of hotel room Besides, this division has many accompanying services suchas: receiving clothes to wash and iron for guests

- Engineering Department: has responsibility to repair and maintain the hotel’sfacility, such as electricity and water supply system

- Security Department: ensures safeness and property for both of the hotel andguests Each employee observes all activities of staff through cameras The alsobring luggage for guests

3.1.4 The coordination between Reception Department with other

Departments at DLG Hotel Danang

The Reception Department is the centre of guest transactions in a hotel and sooften acts as the centre for collection and distribution of guest information Suchinformation may help other departments providing the best service to gueststhroughout the different stages of the guest cycle Hence, each of the departmentshas a unique communication link with the Reception department

Coordination between Reception Department and Human Resources

The Human Resources department provides staff training and recruitmentservice to the Reception department It also sets up the staff grooming anddiscipline standard for staff to follow

Coordination between Reception Department and Sales and MarketingDepartment

The sales and marketing department needs to work closely with the ReceptionDepartment for reservations of groups, tours and corporate bookings The ReceptionDepartment will provide to the sales and marketing department an updated roominglist, with guest room number upon the arrival of tours or groups

Coordination between Reception Department and F&B Department

F&B Department must notify the Reception Department about daily menu.

transfers the guest’s request to F&B Department The F&B Department thenarranges for item such as welcome fruit basket with fruits, chocolates and wine to

be put in the guest room For groups, the food & beverage department will need thefront desk to provide information on meal arrangements so as to reserve seats in theoutlets or conference rooms for guests’ meals

Coordination between Reception Department and Finance Department

Finance Department information concerning advance deposits received by thereservations department and payments received by the front desk must be recordedand passed to the accounts department which is responsible for monitoring guestaccounts, checking credit limits and seeking settlements of guest accounts.Accounts department is responsible for compiling a list of credit-approvedenterprises, which is needed by reservations and front desk when receivingbookings

Coordination between Reception Department and Housekeeping DepartmentThe Reception Department will list the guests, rooms and the expected arrivaltime then transfer to the Housekeeping Department Housekeeping Departmentmust notify about the room status, get the room ready before guest’s arrival andguest’s departure as soon as possible When guests check-out, HousekeepingDepartment is responsible for checking and informing the Reception Departmentabout the room service’s charges as well as the damage report

Coordination between Reception Department and Engineering DepartmentThe Reception Department is in charge of informing damaged equipment inthe room for timely repair Besides, Engineering Department must notify the thelevel of damaging equipment down to the Reception Department to inform the guest

or change another room for guest

Coordination between Reception Department and Security Department

The Reception Department needs to provide guest information to the securitydepartment in the event of emergency; such as fire alarm, power failure and so on.When guest reports loss of property to the front office, Security Department will beinformed to handle the case together with Reception Department’s assistant

Clerk Receptionist Cashier Guest staff Switchboard Operator

Image: The Reception of DLG Hotel Danang Diagram 3.7: Organization Structure of Reception Department at DLG Hotel Danang

Reception Manager’ duties: The jobs of a front office manager include

different tasks that require them to interact with customers, team members and otherdepartments They are who is responsible to the General Manager of the hotel forthe whole business of the reception department, ensuring service with good quality,maximizing the rental rate and room revenue

Reservation’s duties: The job of a reservation clerk mostly is to receive andhandle booking requests of guest who book directly, through intermediaries…Thesupervisor has to work with the Reservations Team to develop future and repeatbusiness opportunities

Receptionist’s duties: Receptionist plays a central role The job of areceptionist involves in the welcoming of guests, assisting with arrival anddeparture procedures, offers current information to guests as requested, managesincoming requests from the hotel communications systems (telephone, email, and soon), andmaintains a neat and orderly reception area, etc A receptionist will serve

on the Guest Services and Reception Teams to meet guest needs upon arrival anddeparture and to provide a comfortable stay for guests

Guest Service’s duties: includes Doorman, Concierge The mainly

responsibilities of Concierge are to deal with customer complaints, guide guests to

do necessary procedures when customers lose their papers… Doorman’ duties are towelcome, open the cabin to receive guest’s luggage, transfer luggage, take guests totheir room, advise guests with information about famous tourist destination, dining,etc

Switchboard Operator’s duties: It involves handling communication among

various other departments and guests of the hotel such as: to handle every phonecalls and messages, provides information about hotel services to guests, logs allwake-up call requests and performs wake-up call services, directs call to staff ordepartments, etc

3.2.2 The Reality Situation of DLG Hotel Danang’s Reception

Other language: Chinese 3 12

Reception desk: is where guests do procedures, ask for information, etc

Counter from the inside (or the inner part of the reception), concealsdiscreetly the mass of cabinets and shelves with documents, necessary electronics,lockers, money boxes, deposit safe, first aid kit, trays leaflets promoting additionalhotel services, and many other things

Cabinet containing guests’ luggage and property

Table 3.3: The workforce’s qualification, sex and age of Reception Department

at DLG Hotel Danang