IMPROVE SERVICE QUALITY AT CAO HOTEL MANAGER JOINT STOCK COMPANY

IMPROVE SERVICE QUALITY AT CAO HOTEL MANAGER JOINT STOCK COMPANY The demand for travel has exploded and has become an indispensable factor in the society today. Tourism development is a common trend of the times, a trend of the current society. Because peoples lives are improving both materially and spiritually, their needs are getting higher and higher and more diverse. Tourism contributes to creating cohesion, helping people around the world get closer together in the trend of integration, exchange and understanding of cultures. Italy wants to learn about the family culture, the nation has reached out to learn about world cultures, forming international tours with a longer time. Stemming from increasing tourism demand and increasing length of stay in tourist destinations in recent times, the world tourism industry has built and completed tourist accommodation establishments with many types of tourist attractions. Diversity to meet your needs Cao Hotel Management Joint Stock Company operates in the field of tourism an industry with the fastest growth rate in the economy. It attracts a lot of businesses and corporations to participate. Today, most countries in the world identify tourism as one of the important economic sectors, making a significant contribution to economy, politics, society and culture. Therefore, it can be said that tourism is a very competitive business environment. Cao Hotel Management Joint Stock Company has determined a strategy to improve its competitiveness through service quality. This is the most important job to help the company create prestige, trust and solid position from customers. However, the hotels service quality strategy is not without its shortcomings. Therefore, I have chosen the topic: Improving service quality at Cao Hotel Management Joint Stock Company in order to contribute my small part to the improvement and enhancement of service quality at the Company. Cao Hotel Management Joint Stock Company .

IMPROVE SERVICE QUALITY AT CAO HOTEL MANAGER

JOINT STOCK COMPANY

Tutor in university Tutor in enterprise

(Name and Signature) (Name and Position)

Hanoi, May 2021

TABLE OF CONTENTS

TABLE OF CONTENTS i

LIST OF TABLES iii

ACKNOWLEDGE iv

PREFACE 1

1 Reason for choosing topic 1

2 Objectives and tasks of the topic 1

3 The structure of the topic 2

CHAPTER I OVERVIEW OF CAO HOTEL MANAGEMENT JOINT STOCK COMPANY 3

1.1 Basic information about Cao Hotel Management Joint Stock Company 3

1.2 Mission, goals and vision of the hotel 3

1.3 Organizational structure 4

1.4 Business areas of the hotel 4

1.5 Target customer 5

1.6 Competitors 5

1.7 SWOT 6

CHAPTER II AN OVERVIEW OF THE WORKPLACEMENT 8

2.1 Introduction to the front office department 8

2.1.1 Location of the front desk 8

2.1.2 Characteristics of the front desk department 8

2.1.3 Facilities at the front desk 8

2.1.4 Organizational structure in the reception department 9

2.2 Intern's Duties 11

CHAPTER III: THE STATUS OF SERVICE QUALITY 13

AT CAO HOTEL MANAGEMENT JOINT STOCK COMPANY 13

3.1 Research Methods 13

3.2 Research status of hotel service quality 14

3.2.1 Research results on services provided by Cao Hotel 14

3.2.2 Status of service quality at Cao Hotel Management Joint Stock Company 15

3.3 Overall rating 24

3.3.1 Success achieved 24

3.3.2 Limit 25

CHAPTER IV: SOME SOLUTIONS TO IMPROVE SERVICE QUALITY AT HIGH HOTEL MANAGEMENT JOINT STOCK COMPANY 26

4.1 Complete facilities 26

4.2 Improving the quality of the workforce 26

4.3 Focus on building and promoting the hotel brand 27

CHAPTER VI: CONCLUSION 28

5.1.Experience and knowledge gained 28

5.2 Skills learned 28

5.3 Challenge 28

5.4 Internship summary 29 DOCUMENTATION

APPENDIX

LIST OF TABLES

Picture 1 Organizational structure of Cao Hotel Management Joint Stock Company 4

Figure 1 The diagram of the labor structure of Cao Hotel Management Joint Stock Company 9

Table 1: Room types at Cao Hotel Management Joint Stock Company 14

Figure 3.1 :Customer's assessment of the level of staff handling complaints and inquiries 16

Figure 3.2: Customer's assessment of the service provided by the receptionist full service as committed 17

Figure 3.3 : Customer's assessment of service quality as advertised 17

Figure 3.4: Customer's assessment of information processing speed of 18

staff when service prices change 18

Figure 3.5 : Customer's assessment of the level of property preservation at the hotel 18 Figure 3.6 : Customer's assessment of the level of answering questions 19

Figure 3.7 : Customer's assessment of employee attention for customers 20

Figure 3.8 :Customer's assessment of the level of attention of receptionists to customers 20

Figure 3.9 : Customer's assessment of how employees handle the situation 21

Guest encounters arise 21

Figure 3.10 : Customer's assessment of the service of the receptionist 22

Figure 3.11 : Customer's assessment of the responsibility of receptionists 22

Figure 3.12 : Customer's assessment of the quality of hotel equipment 23

Figure 3.13 : Customer's assessment of the space at the front desk 24

Figure 3.14 : Customer's assessment of staff's uniforms 24

ACKNOWLEDGE

In fact, there is no success that is not tied to the support and help, whether more

or less, directly or indirectly from others The 2-month internship at Cao Hotel Management Joint Stock Company is one of the conditions for me to participate in the final graduation exam and defend my thesis

More importantly, an internship is a time for students to try their hand at work and orient their future career Be more confident when encountering the real environment at the end of your study program

I would like to express my sincere and deepest thanks to the teachers and lecturers of the University of Commerce for imparting to me a lot of valuable knowledge

To complete this thesis, I would like to express my deep gratitude to Ms Duong Thi Hong Nhung, who wholeheartedly guided throughout the process of writing the Graduation Report

I would like to express my gratitude to the leadership of the University of Commerce and the faculties and departments for giving me the opportunity to practice where I love, for me to step out into the real world to work Apply the knowledge taught by the teacher Through this internship, I realized many new and useful things

in business to help me in my future work

Special thanks to Ms Nguyen Thi Thu Huyen - who directly guided me at Cao Hotel Management Company

At the same time, I would also like to thank the Board of Directors and departments of Cao Hotel Management Company for creating favorable conditions for

me to learn about practice during my internship at the company

Because of my limited time and knowledge, the report cannot avoid shortcomings, I hope for your comments

I sincerely thank you!

PREFACE

1 Reason for choosing topic

The demand for travel has exploded and has become an indispensable factor in the society today Tourism development is a common trend of the times, a trend of the current society Because people's lives are improving both materially and spiritually, their needs are getting higher and higher and more diverse Tourism contributes to creating cohesion, helping people around the world get closer together in the trend of integration, exchange and understanding of cultures Italy wants to learn about the family culture, the nation has reached out to learn about world cultures, forming international tours with a longer time Stemming from increasing tourism demand and increasing length of stay in tourist destinations in recent times, the world tourism industry has built and completed tourist accommodation establishments with many types of tourist attractions Diversity to meet your needs

Cao Hotel Management Joint Stock Company operates in the field of tourism -

an industry with the fastest growth rate in the economy It attracts a lot of businesses and corporations to participate Today, most countries in the world identify tourism as one of the important economic sectors, making a significant contribution to economy, politics, society and culture Therefore, it can be said that tourism is a very competitive business environment Cao Hotel Management Joint Stock Company has determined a strategy to improve its competitiveness through service quality This is the most important job to help the company create prestige, trust and solid position from customers However, the hotel's service quality strategy is not without its shortcomings Therefore, I have chosen the topic: "Improving service quality at Cao Hotel Management Joint Stock Company" in order to contribute my small part to the improvement and enhancement of service quality at the Company Cao Hotel Management Joint Stock Company

2 Objectives and tasks of the topic

2.1 Objectives

Cao Hotel Management Joint Stock Company has only been in operation for more than 3 years, but the results achieved by the hotel in recent years have been encouraging, the company has always stood firm and is constantly developing, the number of visitors coming hotels are constantly increasing However, determining service quality standards is extremely difficult because it depends on many factors

So the goal when I choose this topic is First, learn about the hotel's service quality activities Secondly, study the current status of service quality in the hotel to

analyze strengths and weaknesses so that there are solutions to achieve the best business performance

2.2 Tasks

- Search for general information about the hotel to better understand the hotel

- Research the current status of service quality at the hotel and evaluate this process based on customer survey results

- Proposing solutions and giving methods to implement them effectively and feasible

3 The structure of the topic

In addition to the thanks, list of pictures, tables, charts, preface, conclusion and appendices, the main content of the thesis consists of 5 chapters:

Chapter I: Overview of Cao Hotel Management Joint Stock Company

Chapter II: An overview of the internship department

Chapter III: Actual situation of service quality at Cao Hotel Management Joint

Stock Company

Chapter IV: Some measures to improve service quality at Cao Hotel

Management Joint Stock Company

Chapter V: Conclusion

CHAPTER I OVERVIEW OF CAO HOTEL MANAGEMENT JOINT

STOCK COMPANY 1.1 Basic information about Cao Hotel Management Joint Stock Company

*Hotel: Cao Hotel Management Joint Stock Company

*Address: 58 Hang Bo, Hang Bo, Hoan Kiem, Hanoi

*Phone: (+84) 301 10 50

- Agoda: https://www.agoda.com/cao-hospitality/hotel/da-nang-vn

- FB website: https://www.facebook.com/CAO-Hospitality-2047983035481397/

Cao Hotel Management Joint Stock Company is a company currently operating

in many economic sectors in Vietnam, but the short-term accommodation service is the most developed, in addition, Cao Hotel Management Joint Stock Company has 2 more Hotel branches are Cao Hotel and Basil Boutique Villa Cao Hotel is the first choice for travelers who want a relaxing, comfortable space with luxurious services, great design and many amenities in Hanoi High-class hotel located at 58 Hang Bo, Hoan Kiem District, right in the city center, visitors can rent a cyclo to explore the sights of the old town and enjoy Hanoi's specialties Each room has wi-fi, air conditioning, television, microwave, kitchenette Rooms come in a variety of styles with modern and elegant designs

1.2 Mission, goals and vision of the hotel

- The vision of Cao Hotel Management Joint Stock Company: is to provide the best facilities and services to guests, and at the same time create an ideal working environment for hotel staff and earn profits for investors

- Mission :

+ For customers: help customers book hotel rooms quickly and conveniently

+ For employees: building a dynamic, professional, creative and humane working environment, creating opportunities for long-term career development for those who love tourism

1.4 Business areas of the hotel

Cao Hotel Management Joint Stock Company does short-stay business The hotel has been operating for more than 3 years in the economic field of short-stay services Currently, the hotel market is more and more competitive, but Cao still has a stable foothold in the market and is growing to attract more guests

* Accommodation services: The hotel has a luxurious space and full-modern

+ Room in Santorini has an area of 61 m² including 2 bedrooms and 2 bathrooms

* Food service: The hotel focuses on investing in upgrading and installing modern equipment to best serve customers There is a kitchen and cooking utensils available so that guests can self-catering during their stay The equipment is elegantly designed, airy, harmoniously arranged and convenient to use

In short, the types of services that the hotel is currently doing business are quite meeting the practical needs of all types of guests However, it is necessary to further improve service quality and diversify additional services to attract more guests to the hotel

1.5 Target customer

The target customer of Cao includes businessman and freelance They are quite diffirent in their needs

* With the businessman

- High income (> 25,000,000vnd / 1 month)

- Ethnicity: mainly Vietnamese businessmen who come to other provinces and countries in Asia such as China, Laos

- Number of days saved: 3-5 days

- Requirements: quiet, comfortable space, no noise, good service

- Age: 25-60 years old

* With the freelance

- Average income: <5,000,000vnd/month

- Ethnicity: mainly Vietnamese nationality, and some other countries

- Number of days of saved: 1-7 days

- Requirements: quiet, comfortable space, no noise, good service

- Age: many ages

Next, the hotel is constantly improving its policies and developing products with the desire to effectively implement the consumption of each customer, thereby contributing to improving the efficiency of the activities of attracting guests, increasing the efficiency of the hotel hotel business This has increased the competitiveness of the hotel under the pressure of the competitive environment

The hotel has faced various competitors such as:

* 3 star hotel: Hanoi Asia Guest House Hotel, Millennium Hanoi hotel,…

* 4 star hotel: La Dolce Vita Hotel, The Hanoian hotel, Church Boutique hotel,…

* 5 star hotel: Sofitel Legend Metropole Hotel, Hotel de l'Opera Hanoi – Mgallery, Meliá Hanoi

Because the market is increasingly competitive and there are too many competitors, Cao Hotel Management Joint Stock Company wants to have more advantages, here are some measures:

- Build and increase the reputation of the hotel

- Build closer relationship with customers, customer retention rate will be higher

- Provide information about destinations near the hotel

- Redesign hotel website

- Improve the quality of customer care and service quality

1.7 SWOT

Strength

-The hotel's geographical location

near the center is convenient for guests to

eat and visit

- Dynamic and enthusiastic staff

- The hotel's staff and management

are focused on training

- The hotel's facilities are up to

standard

- The hotel has 2 more branches in Da

Nang and Hoi An

Weakness

- Brand is not widely recognized

- The staff's ability to handle situations and communicate in foreign languages is still poor

- Exploiting the market is not good,

so most retain regular customers and attract few new customers

- The recruitment mechanism is still limited

- Promote the product with weak -> poor interaction, so few people know about it

Opportunity

-Having a diverse culture and many

festivals with national identity easily attract

tourists to Vietnam as well as to Cao

- The trend of globalization and

economic integration is getting stronger

Threatens

- Because of its central location, it

has to face many competitors in the market (strong direct competitors and

brand reputation in the market)

CHAPTER II AN OVERVIEW OF THE WORKPLACEMENT

2.1 Introduction to the front office department

When I went to practice, I wanted that I would have more experience, improve

my skills, especially communication skills, handling situations and English skills, so I chose the front desk department to work for intership

2.1.1 Location of the front desk

- The front desk is the representative of the hotel and has the most direct contact with guests during their stay at the hotel Receptionist must make sure to make a good first impression because this is a decisive factor for success in introducing and promoting the hotel brand image, attracting potential customers and retaining loyal customers must always keep a hospitable attitude, show a professional style, be polite and friendly to guests

2.1.2 Characteristics of the front desk department

When guests come to the hotel, the front desk department will be the first department representing the hotel to directly communicate with guests All customer requirements will be satisfied and met through this department The front desk department is also the representative department of the hotel to introduce, sell and provide the services available in the hotel that customers can use In addition, this department also elicits needs and persuades customers to use other services to best satisfy customers' needs During the stay, customers may have questions, the need to consume services not available in the hotel, the front desk department will be the department to directly solve the arising problems quickly concise and make the customer most satisfied Therefore, receptionists need to have a wide understanding and experience, adjust their relationship with customers and deal with customer requirements, and have a civilized, well-understood sales approach about products and services, have a culture of commercial communication, respect customers

2.1.3 Facilities at the front desk

This is an important part of the hotel because it is the first place and impression for guests when they arrive at the hotel and directly affects the quality of the hotel's services This area includes the reception and the lobby

- In the waiting area for guests, a modern salon is arranged so that guests can rest and learn about tours through newspapers

- Front desk counter: 2 phones for staff to contact guests in the room, other departments and outside guests

- On the reception desk: A computer system connected to the internet is an

indispensable device in hotel management to perform tasks such as: summarizing

service costs, paying expenses for customers, operating software to make

check-in-check out easier, drafting documents to send back to superiors

- There are also other equipment such as: printer, safe, POS machine máy

- Inside the front desk:

+) Multi-storey cabinet, many cells to hang the guest's room key

+) Guest information rack includes a list of guests staying at the hotel

+) Tray for customers' invoices and payment vouchers

Based on the above information, we can see that the facilities at the front desk

are adequate and quality is ensured during the reception and service of guests The

equipment and machinery at the reception is very complete and modern, the hotel's

Wifi network ensures the quality requirements to serve the information search needs of

guests Although the equipment, facilities, space of the reception and lobby of the

hotel are not too sophisticated, they create a luxurious, cozy and comfortable look

2.1.4 Organizational structure in the reception department

- Because the workload in the hotel is large, the number of receptionists is quite

large and each receptionist only takes on a different job in the form of specialization

However, at a busy time, the staff often support each other to complete all tasks well

Small divisions operate under the supervision of the assistant front desk manager and

front desk manager

Figure 1 The diagram of the labor structure of Cao Hotel Management Joint

Switchboard department

Assistant manager receptionist

Head of reception Receptionist

As we saw in section 2.1, the front desk manager is responsible for managing and coordinating the front desk work The front desk department has a close relationship with other departments in the hotel to provide complete and accurate information on time to deliver products to customers The reception team is carefully selected by Cao Hotel Management Joint Stock Company, prioritizing those with professional competence

Guest receptionists regularly participate in training sessions on how to communicate with customers, how to handle situations and resolve complaints After the training, hotel staff in general and reception staff Tan in particular can learn how

to interpret customer information, how to care for customers, resolve complaints for each customer,

- Front office manager: is responsible to the hotel general manager for all activities of the front desk department, including the following main tasks:

+ Plan the operation plan and organize the implementation of tasks for the front desk department effectively

+ Coordinate all activities of the front desk department

+ Chair shift meetings, urge, check, monitor and evaluate the performance results of each individual and department

+ Participate in welcoming and seeing off important guests and delegations + Closely monitor all information about guests, room status

+ Effectively deal with all customer complaints

+ Conduct training and refresher training for front desk staff

- Assistant manager receptionist: responsible and effective receptionist duties include a number of main tasks as follows:

+ Help the receptionist direct and supervise all activities of the front desk department

+ Daily evaluate the performance of each shift and report back to the director + Coordinate with front desk staff to promptly resolve guest complaints, requests, suggestions and arising situations

+ Conduct training and refresher training for front desk staff

+ Responsible for assigning work shifts

- Head of reception: is the position responsible for managing all the work of the hotel's reception department, including the following jobs:

+ Coordinate the work of the front desk department

+ Welcoming VIP guests, group guests, loyal guests, long-term guests

+ personnel selection, training and retraining

+ Support the implementation of marketing activities of the hotel

+ Participate fully in meetings with hotel management

+ Support hotel management with administrative tasks

+ Make reports according to hotel regulations

+ Perform other tasks when requested by the director or investor

- Receptionist includes the following parts:

+ Reservation department: This is the place to receive customer's booking requests, promptly notify the hotel's room types to travel agents

+ Reception department: Perform all the work of welcoming guests, determining booking status, length of stay of guests

+ Cashier: Process customer payments when they leave

+ Customer care department: Perform customer care, build relationships with customers…

+ Switchboatd department: Receive all booking information, handle customer complaints over the phone, etc

2.2 Intern's Duties

With the assignment of the hotel, I did my job at the front desk As a trainee, my main job is to support the official staff of the hotel reception department in the following tasks:

- Introduce, sell rooms and hotel services to guests: Take advantage of the

check-in time to check-introduce services to customers

- Booking reservation:

Step 1: Receive a booking request Fully understand guests' personal information, the number of rooms and types of rooms booked, room rates, payment methods and special requests of guests

Step 2: Determine the responsiveness of the hotel While receiving the guest's reservation request, the reservation staff must check whether the number of rooms and the available room type of the hotel meet the guest's request

Step 3: Negotiate and convince guests to book a room

- If the hotel has the ability to meet the requirements of guests Staff will introduce products/services to customers to choose from Introduce room type from high level or below, if the guest does not agree with this price, the staff will recommend the requested price to a higher category

- If the hotel is not able to meet the guest's request Reservation staff should suggest to guests a change option (room type, arrival date …) In case the guest does

not agree, apologize to the guest and notify the guest to put the guest's name on the waiting list

Step 4: Enter the booking information and redefine the reservation

Step 5: Redefine guest information and booking information

Step 6: Save the booking information

- Welcome guests

- Customer care support: Receive and resolve customer complaints

- Tracking, updating, and summarizing customers' expenses

- Paying and seeing off guests

With the assigned tasks, it gave me an overview of how the service in the hotel as well as the duties of the front desk department to do This is the basis for me to complete my report

CHAPTER III: THE STATUS OF SERVICE QUALITY

AT CAO HOTEL MANAGEMENT JOINT STOCK COMPANY

3.1 Research Methods

To complete this thesis, I used the following research methods:

- Firstly, I collected secondary information from Cao Hotel Management Joint Stock Company and field survey: Through the process at the company, I have the opportunity to observe and participate directly in the work of the hotel The front desk department as an official employee In addition, in the first file, I studied the documents provided by the company and managed the hotel's operations I was directly involved in the process steps under the guidance of the manager and staff in the hotel From these data, I analyzed and used them to research the report

- Secondly, I conducted customer surveys through questionnaires Steps to create

a questionnaire:

Step 1: Determine the purpose of the survey

Step 2: Identify the survey object and survey sample

Step 3: Design the questionnaire according to 5 points scale

Step 4: Distribute the survey to test and consult to amend the study to make it more complete

Step 5: Collect questionnaires and analyze the results

During my time at Cao Hotel Management Joint Stock Company, I surveyed to assess the level of customer satisfaction with the hotel's service quality I have designed the questionnaire based on the SERVQUAL model with five criteria: reliability, assurance, trustworthiness, empathy, responsibility, and tangibles The survey took place from April 10, 2020 to April 15, 2020 The number of customers participating in the survey was 50 people Because the Covid-19 situation is still quite complicated, the number of customers participating in the survey is limited I distributed the survey directly to customers at the front desk I was able to spread my questionnaire survey to 50 customers but only received 46 responses from customers Includes 43 well researched answers (approximately 91.66% of total responses)and answers not research enough (about 8.34%) from customers

The purpose of this survey is to find the success and limitations to come up with improvement service quality to bring the best experience to customers

3.2 Research status of hotel service quality

3.2.1 Research results on services provided by Cao Hotel

Cao Hotel Management Joint Stock Company operates two types of businesses: short-term accommodation and catering services But hotels use mainly in the field of short-stay services

a) Accommodation services include:

- Check-in and check-out service

- Room cleaning service

- Room decoration service on request

- Additional service of equipment in the room upon request

The hotel includes 20 luxurious rooms with modern equipment and many rooms for you to choose from, including room types: suite and family room The accommodation services of the hotel are adequately cared for and fully equipped Along with the system of equipment in the hotel rooms are up to standard, the quality

of equipment is also high Specific examples like:

Brands of good quality and durability use-Electrical appliances such as TVs 21 inches or more, electrical equipment

- Fabric: the fabric of the furniture in the room is soft and smooth, bringing comfort to customers

The company's accommodation service business has grown enormously in the past few years; revenue has continuously increased at a relatively high rate

Table 1: Room types at Cao Hotel Management Joint Stock Company

- Facilities for accommodation

It is an essential factor that directly affects and impacts many aspects of the hotel's business performance The level of facilities determines the rating of the hotel

On the other hand, facilities affect customers' choice decisions Because Cao Hotel Management Joint Stock Company has just been established, the infrastructure in general and facilities, in particular, has not been degraded, still new and trendy The items are not only functional but also aesthetic, comfortable, and luxurious However, the layout in the room is still not scientific; the design is not appealing Lack of color synchronization of equipment in the room

The human need for tourism is a need that can easily be replaced by other conditions if not well served Serving customers is a highly complex job Therefore, it requires people working in this field to have a certain level of expertise and professionalism Recognizing that the workforce is one of the decisive factors for the hotel's survival, over the years, Cao Hotel has selected, trained, and fostered human resources to meet guest requirements promptly Best of all, minimize errors The advantage is that the staff is young and dynamic However, the hotel staff is still weak

in foreign languages, so sometimes it is challenging to communicate with guests; some employees are still not enthusiastic about their work Therefore, the quality of service

in the hotel is not guaranteed Significantly, the room staff is still not attentive, sometimes making guests complain about the quality of service

b) Catering services include:

- Service according to the guests' dining needs: such as preparing the stove, pot, coal

- Processing service

The need for food is an essential need of people not only during travel but everywhere However, while traveling, that need is expressed at a higher level Coming to Cao Hotel, the hotel is already equipped with facilities for cooking and eating You can serve yourself according to your preferences during your stay here, or customers can love requests to use other hotel services Because the hotel is newly established, the facilities meet the needs of guests However, the kitchen is a bit degraded because it depends on the sense of the guests' use

3.2.2 Status of service quality at Cao Hotel Management Joint Stock Company

Service quality is measured through many metrics However, in my report on products and services, I chose the Servqual scale, including five essential criteria As follows:

a) Reliability

Reliability is the first factor customers look for when consuming products/services at the hotel, including Cao hotel's services Here the reliability is expressed through the following contents:

- When customers have questions, the staff always tries to solve them most reasonably Specifically, during the stay and use of the hotel's services, customers may have many different problems And with that, customers' questions and complaints about the service will tend to be more A reliable service is a service where employees always show care, making customers feel secure and confident

- Evaluation of this content most of the customers rated it at a poor average level because 44% responded with a rating of "normal", 28% "dissatisfied" and up to 6% said that this factor " bad" means that the staff's handling and handling of situations is still lacking, not satisfying customers The hotel needs to consider retraining staff seriously

Figure 3.1 :Customer's assessment of the level of staff handling complaints and

inquiries

- When the customer requested the services they wanted, the staff provided the customer service well enough, and that service ultimately met the customer's expectations Providing adequate services will increase customer satisfaction and improve the reputation of the hotel

Customers highly appreciate the evaluation of this content Because up to 68% rated "satisfied", employees complying with the rules when working are highly responsible at work However, 2% of customers rated "bad" and 2% "unsatisfied", which means that in the front desk department, there are still a few employees who are not efficient, not satisfied with their work Although this is still a tiny number, the management department needs to rearrange the way employees work so that customers can be delighted and trusted

Figure 2.2: Customer's assessment of the service provided by the receptionist full

service as committed

- Many virtual ads and beautiful ads attract attention, but when customers experience them, the quality is terrible In contrast, the hotel's quality of service and products is as high as the advertisement; even customers appreciate much more than their expectations

Up to 62% of respondents rated "satisfied," and 18% rated "very satisfied." It is

an excellent advantage of the hotel because it proves that the information on social networks is entirely accurate and unpretentious The hotel affirms the hotel's prestige Besides, there are still 6% of "unsatisfied" reviews, which means that during their stay

at the hotel, the customer has encountered an unexpected incident that makes the guest unsatisfied Hotels need to pay more attention and care about quality to bring the best experience

Figure 3.3 : Customer's assessment of service quality as advertised

- When there is a notice of price change on products/services, staff always update timely to notify customers

In this regard, customer feedback is average Because, 68% of customers give

However, there are still 4% "bad", 8% "dissatisfied" " because the staff did not update

in time to inform the customer, making the customer frustrated when waiting

Figure 3.4: Customer's assessment of information processing speed of

staff when service prices change

b) The assurance

The assurance is expressed through professional qualifications, effective service

to customers Cao Hotel also shows the confidence that the combination of attitude and

ability will create a feeling of trust in customers -> satisfaction -> loyalty

- Your property, deposited at the counter during check-in or check-out, or

deposited during your stay, is well preserved by the staff

From the above survey, up to 56% rated "satisfied", 22% "very satisfied",

meaning the security at the hotel is very good The hotel also pays special attention to

the hotel's security, both minimizing the loss of guests' belongings and equipment in

the hotel while providing a sense of security for guests during their stay at the hotel

However, there are still 6% of the "unsatisfied" rating, which means that the staff lost

or lost the customer's items during the sending process

Figure 3.5 : Customer's assessment of the level of property preservation at the