NN GRADUATION THESIS AN INVESTIGATION INTO THE REAL SITUATION AND SOME SUGGESTIONS FOR IMPROVING THE BOOKING PROCESS OF RECEPTION DEPARTMENT AT DAN OASIS HOTEL

The reception department provides all information about hotel services andsales of products and services to guests Therefore, improving the service quality of the reception is very neces

DUY TAN UNIVERSITY

FACULTY OF ENGLISH

BUI THI PHUONG NGA

AN INVESTIGATION INTO THE REAL SITUATION AND SOME SUGGESTIONS FOR IMPROVING THE BOOKING PROCESS OF RECEPTION DEPARTMENT AT DAN OASIS

Faculty of English, Duy Tan University

Supervisor : MAI LAN THI, M.A

Examiner :

The thesis will be orally defended to the dissertation board

Time: June, 2021Venue: Duy Tan University

The original of the thesis is accessible for purpose of reference at:

-The Library of Duy Tan University

CHAPTER 1: INTRODUCTION

1 Rationale

The growth of Vietnam's tourism industry in recent years has contributedsignificantly to the hospitality industry With the increasing number of hotelstoday, the hotel must take measures to attract and thereby assert its competitiveposition in the market Vietnam has a stable economy, rich culture, beautifulnatural landscapes and world cultural heritages capable of attracting hightourists In addition, Vietnam also has many opportunities to attract investorsaround the world, creating favorable conditions for hotel business - developingtourism in the future

In the hotel business, reception and other services are important factors tocreate the image of the hotel in the minds of customers

The reception department provides all information about hotel services andsales of products and services to guests

Therefore, improving the service quality of the reception is very necessary.Moreover, the hotel and tourism business is becoming increasingly fierce Thisfact requires businesses to implement measures to improve service quality toturn it into a competitive advantage

Recognizing the importance of receiving, as well as improving the quality ofservice at the reception, with the guidance of dedicated teachers, I decided tochoose the topic “ An Investigation into the Real Situation and Some Solutions

to Improving the Service Quality of Reception Department at Danang TradeUnion Hotel”

2 Aims and objectives

2.1 Aims

• Find out the function, duty and importance of the reception in the hotel,give solutions to improve this department

• Assessing of hotel business situation, the strengths and weaknesses in theservice at the reception of the hotel, thereby offering solutions to improve andimprove service quality.

2.2 Objectives

• Determining the factors affecting the quality of service of the reception

department at Danang Trade Union Hotel

• Assessing the satisfaction of guests with the quality of the reception

department at Danang Trade Union Hotel

• Proposing some solutions to improve the service quality of the reception

department at Danang Trade Union Hotel

3 The scope of study.

Focus on competence, work and service related elements In addition, thereare issues such as Labor structure, Hotel facilities, Business area, situationarrivals of guests To explore these issues, I will look directly at the ReceptionDepartment at Danang Trade Union Hotel In order to have stale data, I willcollect information by doing some surveys with the guests of hotel

Next, the research data will assess the quality of hotel services and analyzethe actual situation of the hotel through the data I gathered

Finally, provide practical solutions to improve and advance the servicequality of the reception

4 Method of study.

- Data collected: Directly observe the activities and working processes ofreceptionist at the hotel to collect data These data are processed and analyzedfor inclusion in the thesis

- Questionnaires and interviews: I designed a questionnaire to give totourists in Phu Thinh to get their information and ideas when they are at thehotel

- Survey and observe productivity

- From the data and information I have collected, analyzed, compared,combined with practical theory to evaluate the quality of service at thereception.

5 Organization of the study.

This study consists of the following three parts:

-Chapter 1 is an introduction to the graduation paper covering the

rationale, goals and objectives, scope of the study, research methodologyand research organization

- Chapter 2 is the theoretical basis of the hotel industry,

reception department and service quality in the hotel

- Chapter 3 is a description of the general of Danang Trade Union,

Reception and Organizational Department at this hotel

- Chapter 4 is analyzing and evaluating the problem

-Chapter 5 talked about diffcults and some solutions to improve the

service quality of the Reception Department at Danang Trade Union Hotel

- Chapter 6 is the conclusion and suggestion

CHAPTER I: THEORETICAL BACKGROUND 1.1 An overview of the Hospitality Industry

1.1.1 Tourism

Tourism Law of Vietnam (2005) defines: "Tourism is activities related tohuman travel outside of their regular residence to meet the needs of sightseeing,study and entertainment, vacation for a certain period of time”

1.1.2 Tourist

According to the Law on Tourism (issued on June 14, 2005): “Touristsare people who travel or combine traveling, except when going to school,working or practicing to receive income at the destination” Classification oftourists by nationality includes: domestic tourists and international tourists(Article 4, tourism law, 2005)

1.1.3.3.2 Size – Number of rooms

1.1.4 Hotel business

1.1.5 Hotel business activities

1.1.6 Quality of service in hotel

1.1.6.1 Definition

1.1.6.2 Criteria for evaluating service quality

1.2 General introduction about Front Office department

1.2.1 Definition of FO department

1.2.2 Mission of the FO department

1.2.3 FO department organization chart

1.1.4 Hotel business

1.1.5 Hotel business activities

1.1.6 Quality of service in hotel

1.1.6.1 Definition

1.1.6.2 Criteria for evaluating service quality

1.2 General introduction about Front Office department

1.2.1 Definition of FO department

1.2.2 Mission of the FO department

1.2.3 FO department organization chart

1.1.6 Quality of service in hotel

1.1.6.1 Definition

1.1.6.2 Criteria for evaluating service quality

1.2 General introduction about Front Office department

1.2.1 Definition of FO department

1.2.2 Mission of the FO department

1.2.3 FO department organization chart

Figure 1: FO Department Organization Chart

Front Office Manager

SecretaryAssistant Front Office Manager

ReservationsManager

ReceptionSupervisor

Comcierge

TelephoneSupervisor

ChiefConcierge

AssistantTelephonesuoer

RevervationsSupervisor

AssistantReceptionSupervisor

AssistantChiefconcierge

TelephoneOperatoe

RevervatiosClerk

SeniorReceptionAssistant Chief

Concierge

CHAPTER 2: CASE DESCRIPTION 2.1 An Overview of Danang Trade Union Hotel

2.1.1 Location

Name of company: Danang Trade Union Tourist Operation Center

Address: 02 Ong Ich Khiem- Danang City- VietNam

Tel: 023633289139

Fax: 02363838444

Email: cdtb@codatours.com.vn

Webside: hotel84.com/da-nang/khach-san-cong-doan-thanh-binh.htmt

2.1.3.Guest room and facilities

2.1.4 Organizational Structure of Danang Trade Union Hotel.

Figure 2: Organization Structure of Danang Trade Union Hotel

2.2 Introduction about FO department at Danang Trade Union Hotel

General Director

Deputy General Director

Front

Office

Manager

keeping Manager

House-Food &

Beverage Manager

Sales and Marketing Manager

Chief Accountan

t Manager

Human Resourc

e Manage r Sta

fffff

ff

Sta ff

Front Office Manager

Recetionn Supervisor Bell Captain Cashier

2.2.2 Customer Service Process of Reception Department

Each hotel has a specific workflow to serve customers in the bestpossible way At Danang Trade Uinion Hotel the customer service process is

as follows:

Figure 4: Service process at Danang Trade Union Hotel

CHAPTER 3 ANALYSIS AND EVALUATION

For evaluating he quality of the reception department in Danang TradeUnion Hotel and , I used interviews and surveys 120 guests by questions Thefollowing are the result

100%

48,3 %51,7%

For the purposes of the trip

100%

8,3%

51,7%

25,810%

4,2%

Table 1: The survey result of Guests’ Arrival at Danang Trade Uinion Hotel

3.1 The business result of Danang Trade Union Hotel in the year 2020

Target Unit Planning Implementation Compare

planning with implementation

3.2 Analysis the Real Situation of Guests’ Arrival at Danang Trade Union Hotel.

100

%

2,618

3.3.2 Reception staff

All employees of the ceremony division have a university or higher degree,mainly majoring in hospitality or some majors related to tourism and foreignlanguages Before getting a full-time job, an employee has a probationary period

of 2 months

The staff here are all fluent in English, proficient in Microsoft office andhotel management software In addition, some staff is fluent in Chinese andJapan It is an advantage because the number of customers is increasing but noteveryone uses English.

3.3.3 Service style of staff

All staff at reception is well trained so they are very professional at work Theymust arrive 15 minutes before working time to prepare well and hand over theshift One of the most important requirements of the receptionist is smile and anaffable attitude Their uniform and hair were always neat before they got theirshift

3.4 Evaluation of Reception Service Quality at Danang Trade Union Hotel

Currently most hotels use a method of evaluating service quality based onhotel satisfaction This method is inexpensive, and brings high efficiency close

to reality The hotel also use the assessment method based on customersatisfaction by distributing questionnaires and quick customer interviews

3.4.1 Evaluation about facilities

In addition to services, facilities are very important Customers have highexpectations for the hotel's facilities that are worth the money they spend.Therefore facilities must always be upgraded and guaranteed to maintain andmeet the needs of customers

3.4.2 Evaluation about the Uniform of Receptionist

Uniform is an important factor and it will make the first impression whencoming to the hotel and interacting with the staff Therefore, choosing theuniform for employees is an essential and thorough job Danang Trade Unionhotel, uniforms are designed in an elegant color to match the space and design ofthe hotel Receptionists wear black dresses that are very polite and elegant butstill retain traditional values

3.4.3 Evaluation about the reception guests’ complaints soving

The behavior and attitude of the receptionists show that they are veryresponsible Most of the guest complaints are solved by the reception andguest’s satisfaction However, most employees do not keep track of issues thatcustomers often complain and remind other departments

3.4.4 Evaluation Service Quality of the Receptionist

Customers reviews about attitude, professionalism, waiting time good,accounting for over 62%, 58% of the votes are good for employee service.Futhermore, 2.5% of rated guest service badly for the professional, because ofthe low number of customers during epidemic season, so the number of staffdeseased sharly

3.4.5 Evaluate the Procedures of Registering Rooms.

Room registration procedures are well appreciated Because guests mainly

go on tours and book indirectly through travel agents So the booking and

check-in process is relatively professional and thoughtful Staff at the union hotel arealways enthusiastic and flexible

3.4.6 Evaluation about the Payment procedures for guests.

Most customers are satisfied with the bill payment of employees A fewnormal reviews In order for the payment to occur quickly, there is a need tocoordinate information between Housekeeping and reception

CHAPTER 5: DIFFCULTS AND SOLUTIONS

5.1 Some difficulties to face.

- Covid-19 epidemic causes the number of visitors to the hotel less and therevenue to decrease

- Poor facilities such as elevators, slow fax machines, old air conditioners thatare not cool enough Therefore, it is not able to meet the needs of customers

- The number of employees is currently small, leading to a shortage of staff inthe peak season

- Because the epidemic is complicated and sudden, it leads to many difficulties.For example, the hotel revenue has decreased sharply, so it is difficult toensure the income for employees of the department as well as the hotel.

- With the salary cut, the job becomes busier because the lack of staff leads tothe state of employees being discouraged, reducing the productivity of the joband resignation occurs

- The competition in the market is getting fiercer For instance, more and moretourist accommodation establishments, hotels with new and modernequipment offer many incentives to attract customers Promotions, discounts,tour combo, are applied more and more

5.2 Some solutions to improving the service quality of Reception Department

- The front desk should have some fresh flowers to look better when guestsfirst walk in, they can see something new and full of life in the hotel receptionarea

- At the waiting table, there should be bookshelves and magazine shelves at the

waiting table for guests to read while waiting for check-in

- Put up a few posters about tourist attractions and cultural knowledge of

Vietnam I think foreign guests will love to learn about these

- computers and equipment need to be upgraded or replaced Because of theirlong use, they are old Can take a long time to process information

5.2.2 Improve the service process of the reception and improve the

quality of staff.

-Employees need to be trained and coached every day, especially in foreignlanguages and customer service skills and improve knowledge not onlyspecialized knowledge but also knowledge about the culture, customs and habits

of other countries to behave politely and show respect to foreign guests

-The management department needs to collect opinions of employees, letemployees express their opinions and express their wishes, in order to create acomfortable spirit when working with higher efficiency.

-Excellent members need praise and rewards to make them work better,and to motivate other employees to try to do their job well

-Urging staff to work and update the health status of guests regularly.Departments work together to try and coordinate better to make the workingprocess more efficient and professional Shorten customer waiting time

5.2.3 Improve and enhance the quality of management at the reception deparment

-The Management should take note of all customer reviews and complaints

in order to improve service quality to satisfy customers

-The management must grasp the achievements that have been achieved inthe business of the hotel What has been done well must be done better, what hasnot been done needs to find the cause and then develop a clear plan to handle itwel

5.2.4 Strengthening the coordination of work between reception and other parts of the hotel

- Housekeeping department: The front desk staff provide quick roominformation so that they can prepare the room for the customer thoughtfully andaccurately

-Sales-marketing department: The front desk will inform the businesssituation to have a basis for build business strategies and policies for the hotel'sproducts

hotel's products

- Restaurant department: This is the department that serves food tocustomers during their stay When customers use services and products Thisdepartment will issue an invoice to the front desk for clear and quick payment,avoiding long waits for customers