NN GRADUATION PAPER AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO IMPROVING THE QUALITY OF HOUSEKEEPING SERVICE AT GRAND TOURANE HOTEL

FACULTY OF ENGLISHGRADUATION PAPER AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO IMPROVING THE QUALITY OF HOUSEKEEPING SERVICE AT GRAND TOURANE HOTEL Major : English f

FACULTY OF ENGLISH

GRADUATION PAPER

AN INVESTIGATION INTO THE REAL

SITUATION AND SOME SOLUTIONS TO

IMPROVING THE QUALITY OF HOUSEKEEPING

SERVICE AT GRAND TOURANE HOTEL

Major : English for Tourism

SUPERVISOR : BÙI THỊ KIM PHỤNG, M.A STUDENT : PHẠM THỊ THU LÀI

STUDENT CODE: 23203212422

DA NANG, 2021

This graduation paper could not be finished without the invaluable help,advice, and encouragement of my supervisor, the teachers in the Faculty ofEnglish as well as people who help me directly or indirectly

First and foremost, I would like to express my sincere gratitude as well

as appreciation to all the teachers at Duy Tan University for assisting me withtheir knowledge, guidance, and encouragement during my studies Teachers atDuy Tan University have created a chance for me to enhance my soft skillsand learn many useful lessons

Secondly, I would like to express my deepest gratitude to Ms Bui ThiKim Phung for her enthusiasm, dedication, support, and guidance throughout

my thesis Her patience and support helped me overcome many crisissituations and finish this study I really appreciate the invaluable advice thatshe has given me

I would also like to thank all the excellent staff and managers from theGrand Tourane Hotel, mainly thanks to the executive housekeeper (EH) andall employees of Room Attendant (RA) Working with the experienced staffhas helped me a lot, not only in learning a wide range of useful informationbut also in approaching the real work of the housekeeping closely Withoutthem, this research study would not have been completed

Last but not least, I wish to give special thanks to my family for theirgreat help as well as encouragement I also send my sincere thanks to manyother friends who supported and helped me a lot in collecting surveys andduring my studies

Yours sincerelyPham Thi Thu Lai

STATEMENT OF AUTHORSHIP

I hereby certify that I wrote the current thesis independently, and that Ihave indicated all parts of the work in which sources are used based on theirwording or meaning

The thesis contains no material previously published or written by otherpeople except where the reference is made in the text of the thesis I furtherdeclare that I have not submitted this thesis to any other institution in order toobtain a degree

Danang, May 30 th , 2021 PHAM THI THU LAI

LIST OF TABLE, IMAGES AND DIAGRAMS

Table 1: The room systems of Grand Tourane hotel 15

Image 1: An overview of Grand Tourane hotel 13

Image 2: Superior Room 17

Image 3: Deluxe Room 18

Image 4: Premier Deluxe Room 20

Image 5: An Overview of Grand Tourane Suite Room 21

Image 6: Presidential Room 22

Image 7: Sitting Area of Presidential Room 22

Image 8: An Overview of Bella Vista Restaurant 23

Image 9: Foods of Bella Vista Restaurant 24

Image 10: Le Rendez Vous Lobby Bar 25

Image 11: Serenity Salon & Spa’s room 27

Diagram 1: Organization Structure of Housekeeping Service 8

Diagram 2: Diagram Organization Structure of Grand Tourane Hotel 28

Diagram 3: The Organization Structure of Housekeeping Department at Grand Tourane Hotel 31

Diagram 4: Guest’s Evaluation of the Bedroom Equipment 40

Diagram 5: Guest’s Evaluation of Internet Speed 41

Diagram 6: Guest’s Evaluation the Bathroom equipment 42

Diagram 7: Guest’s Evaluation of the level of cleanliness 47

Diagram 8: Guest’s Evaluation of the level of cleanliness in the bathroom 48

Diagram 9: Client evaluation of housekeeping staff service attitude 53

Diagram 10: Guest’s Evaluation about Staff’s Working Style 54

Diagram 11: Guest’s Evaluation of Staff Feedback Time 55

LIST OF ABBREVIATIONS

HR: Human Resources

AC: Air Conditioning

COVID-19: Coronavirus disease

TABLE OF CONTENTS

ACKNOWLEDGEMENTS i

STATEMENT OF AUTHORSHIP ii

LIST OF TABLES, IMAGES AND DIAGRAMS iii

LIST OF ABBREVIATIONS iv

CHAPTER 1: INTRODUCTION 1

1 Rationale 1

2 Aims and Objectives 2

2.1 Aims 2

2.2 Objectives 2

3 Scope of the Study 2

4 Method of the Study 3

5 Organization of the Study 3

CHAPTER 2: THEORETICAL BACKGROUND 5

2.1 Hotel Business 5

2.1.1 Definition of Hotel Business 5

2.1.2 Classification of Hotel Business 6

2.2 Housekeeping Service 8

2.2.1 Definitions of Housekeeping Service 8

2.2.2 Organization Structure of Housekeeping Service 8

2.2.3 Functions of Housekeeping Service 11

2.2.4 Housekeeping Staffing 12

CHAPTER 3: CASE DESCRIPTION 13

3.1 General Introduction to Grand Tourane 13

3.1.1 Introduction and Foundation 13

3.1.2 The Services and Facilities of Grand Tourane Hotel 14

3.1.2.1 Accommodation Services 14

3.1.2.2 Catering Services 21

3.1.2.3 Additional Services 23

3.1.3 The Organization Structure of Grand Tourane Hotel 26

3.2 Housekeeping Department at Grand Tourane Hotel 29

3.2.1 The Organization Structure of the Housekeeping Department 29 3.2.2 Functions of Housekeeping Department at Grand Tourane Hotel 30

3.2.3 The Serving Process of Housekeeping Department at Grand Tourane Hotel 31

CHAPTER 4: ANALYSIS AND EVALUATION 36

4.1 The Real Situation of Facilities at Grand Tourane Hotel 36

4.1.1 The Real Situation of Facilities at Housekeeping Department 36 4.1.2 Guest’s Evaluation of Facilities at Housekeeping Department.38 4.2 Analysis of the Services Quality at the Housekeeping Department 41 4.2.1 Evaluate the Housekeeping Services Process 41

4.2.2 Guest’s Evaluation of the Housekeeping Services Process 45

4.3 The Real Situation of Staff at Grand Tourane hotel 46

4.3.1 The Real Situation of Staff at Housekeeping Department 46

4.3.2 The Real Situation of Staff Qualifications at Housekeeping Department 49

4.3.3 Guest’s Evaluation of Staff at Housekeeping Department 51

CHAPTER 5: DIFFICULTIES AND SOLUTIONS 55

5.1 Difficulties 55

5.2 Some Solutions for Improving the Quality of Housekeeping at the

Grand Tourane Hotel 56

5.2.1 Solutions for Improving the Quality of the Facilities at Grand Tourane Hotel 56

5.2.1.1 Additional technical equipment facilities at the housekeeping department 56

5.2.1.2 Maintenance technical equipment facilities at the housekeeping department 58

5.2.2 Solutions for Improving Housekeeping Staffs 59

5.2.3 Solutions for Improving the Management at the Housekeeping Department 62

CHAPTER 6 CONCLUSIONS AND SUGGESTIONS 64

6.1 Conclusions 64

6.2 Suggestions 65 REFERENCES

SUPERVISOR’S COMMENT

CHAPTER 1: INTRODUCTION

1 Rationale

The tourism industry has developed in recent years, resulting in anincrease housing requirements A number of hotels were upgraded to meet theneeds of visitors and designed to offer many short-term accommodationoptions Economic development increases and increases people's lives Theyare prepared to neglect cheap but poor quality products and services, in spite

of the high price, to choose between high quality products and services.Modern, the point changes and makes an impression The quality of customerservice is the main attraction for clients A great need is attention to quality ofservice and constant improvement of service quality, particularly during thetime of Vietnamese tourism, which integrates itself into international andregional tourism The hosting business is an industry which plays animportant role in the hotel business and is important to the quality of roomservice

The hotel industry has grown rapidly in recent years As a result, hotelscompete to attract more and more customers, especially those with a highfinancial ability Furthermore, as the economy has progressed, material lifehas become increasingly better People are increasingly in a position to carefor their spiritual lives As a result, people expect higher and higher servicequality, as well as facilities, equipment, and service personnel, especially inthe housekeeping department With rising customer demand, hotel requiressolutions to improve and expand its current and future role As a result, I hopethat by choosing the subject “INVESTIGATE THE SITUATION ANDMAKE SOME RECOMMENDATIONS TO IMPROVE THE

HOUSEKEEPING DEPARTMENT'S SERVICE QUALITY AT THEHOTEL” I will be able to develop a customer service plan for the hotel: peace

of mind, best Customers who have been and will visit the hotel have found it

to be the most trustworthy

2 Aims and Objectives

2.1 Aims

The main aims of the study are to:

•Enhance comprehensive knowledge of the tourism and hotel industry

•Recognize the strengths and weaknesses of the hotel in the quality ofservice

•Research on the activities of the housekeeping department at hotel

•Recognize solutions to improve the quality of service of housekeepingdepartment

2.2 Objectives

This graduation paper is carried out in order to:

 Recognize the strengths and weaknesses of housekeeping department

at Grand Tourane Hotel

 Finding some strategies ideas to enhance the quality of housekeepingservice at the Grand Tourane Hotel

3 Scope of the Study

First, I focused on learning some information about the hotel such ascapacity, hotel facilities, room service, guest arrival situation from 2019 to2021.

Secondly, I assess the real situation of the quality of services of hotel aswell as find out the strengths and weaknesses To learn about this, I workedwith staff in the Housekeeping Department during my internship

Finally, this study will propose some suggestions to improve the quality

of service at hotel

4 Method of the Study

The thesis carried out with the following basic methods:

First of all, a qualitative approach: this technique assists us inresearching, gathering data, identifying, and evaluating the characteristics ofhotels Without needing proof, the research method employs interpretation,explanation, and review

The second, knowledge gathering and analysis: The process aids us ingathering information about the hotel, room department, and room serviceactivity by observing, noting, and reporting After that, compile everythinginto a list of problems that must be discussed

Last but not least, after collecting adequate data on hotel room quality,the analytical and evaluation approach is used We'll evaluate and score thehotel's room quality, make recommendations, and make morerecommendations

5 Organization of the Study

This study is divided into six parts:

Chapter 1: The introduction of the graduation thesis, including rationale,aims, and objectives, the scope of the study, methodology, and organization

of the study

Chapter 2: Theoretical background of the hotel This chapter will showbasic definitions of hotel business, and some information about theHousekeeping service

Chapter 3: Case description This chapter will perform an overview of Grand Tourane Hotel, and specific information about the HousekeepingDepartment at the hotel

Chapter 4: Analysis and evaluation The collected of the real situation,and the customer’s evaluation of the service quality of the HousekeepingDepartment in Grand Tourane Hotel will be mentioned in this chapter

Chapter 5: This part will offer some suggestions to improve the quality

of Housekeeping services at Grand Tourane Hotel

CHAPTER 2: THEORETICAL BACKGROUND

2.1 Hotel Business

2.1.1Definition of Hotel Business

There are various ways to define the meaning of hotels Some of theessential definitions for hotels are:

Hotel business is conducted successfully in places with tourismresources, because tourism resources are the factor that motivates people totravel Tourism resources have a very strong influence on the business of thehotel On the other hand, the availability of tourism resources in each touristdestination will determine the size of hotels in the region The value andattractiveness of tourism resources have a decisive effect on the ranking of thehotel Therefore, when investing in a hotel business, it is necessary tocarefully study the parameters of the tourism resource as well as the targetgroups and potential customers who are attracted to the tourist destination anddetermine the technical index of a hotel building when investing inconstruction and design When the objective factors affecting the value andattractiveness of tourism resources change, the technical facilities of hotels inthe tourist destination must be adjusted This also affects the increase ordecrease in the value of tourism resources in tourism centers (Nguyen VanManh, 2008)

According to Wikipedia, “Hotel business is an establishment thatprovides paid lodging on a short-term basis Facilities provided inside a hotelroom may range from a modest-quality mattress in a small room to largesuites with bigger, higher-quality beds, a dresser, a refrigerator and otherkitchen facilities, upholstered chairs, a flat-screen television, and en-suitebathrooms Small, lower-priced hotels may offer only the most basic guestservices and facilities Larger, higher-priced hotels may provide additional

guest facilities such as a swimming pool, business center (with computers,printers, and other office equipment), childcare, conference and eventfacilities, tennis or basketball courts, gymnasium, restaurants, day spa, andsocial function services Hotel rooms are usually numbered (or named insome smaller hotels and B&Bs) to allow guests to identify their rooms Someboutique, high-end hotels have custom decorated rooms Some hotels offermeals as part of a room and board arrangement”.

Room rental prices depend on factors like location, surrounding market,hotel quality, hotel room size, quality and policy Also various types of hotelsare available Examples include hotels in resort, city, shopping, lifestyle andchain

2.1.2 Classification of Hotel Business

Travelers have many options when booking accommodation for a trip Acheck of the star rating is an easy way of determining whether or not a hotelhas the features you need The qualities and amenities of the hotel could tellyou much about these ratings Hotels are classified under 'Hotels andRestaurants Classification Committee - HRACC' and are classified according

to one to five stars It is different how the "stars" are defined in each area ofthe world, but in principle the following criteria are used:

One-star-hotel: a one-star hotel is just a resting place, offering a smallroom with a bathroom, a bed, no private restaurant and more often, many It isusually a proprietor's property These hotels offer no additional services oramenities, but often in areas with convenient transport, food andentertainment these hotels are situated

Two-star: a two-star hotel is generally a part of the larger chain of hotelsalthough it is similar to a one-star hotel Simple and basic, room facilitiesresemble a single star hotel But there are other TVs and telephones in the

two-star hotel Hotels of this type also have a small restaurant or restaurantand a 24-hour reception is available daily.

Three stars: 3-star hotels usually belong to larger and more sophisticatedhotel chains These hotels are more elegant than one and two-star, of coursemore comfortable Many amenities include a gym, a swimming pool, arestaurant, a conference room, room service and room cleaning Large, higherquality bedrooms, modern furnishings, additional equipment such as cable flatscreen TV Hotels with three stars can be located close to major highways thatattract local tourists and business travelers

Four stars: these hotels are considered often large and high-end hotels,and they have full facilities and a variety of other services connected to them.The rooms are spacious and beautiful in all details, from the bed to bathroom,with luxurious and delicate furniture Four star hotels often offer numerousservices, like baggage transfer, luxury restaurants, swimming pool, spa,exchange of currency, parking and customer pick up

Five stars: we speak of the rich and famous lifestyle One of the mostluxurious, five-star hotels boasts superb halls, excellent service andincomprehensible convenience In general, these hotels are artistic architects,unique designs and luxury interiors You don't have to lift a finger as a guest

of a five-star hotel, particularly if you have a membership card There is apersonal service available at certain hotels Very charming and sleekbedrooms, high-speed Internet connection, private Jacuzzi bath, high-definition flat-screen television, fridge, fresh flowers, lavish bather goods and

a 24-hour room service Moreover, 2-3 high-end restaurants, bars, tenniscourts, pools, car parks, fitness centers, etc are offered Moreover, it's always

a good thing to stay in this hotel

2.2 Housekeeping Service

2.2.1 Definitions of Housekeeping Service

Service is guaranteed in the hotel industry, and the efforts of theHousekeeping department have been made to provide guests with a sense ofsatisfaction

“Housekeeping is a double noun, in the English sense, meaning themanagement of families and housekeepers This concept is simply understood

as the job of a housewife The Housekeeping department in the hotel plays aparticularly important role in the hospitality business From cleaning thepremises, preserving the amenities and equipment, amenities in the room tocleaning all living spaces and other areas within the premises of the hotel.Everything must be in the best sanitary condition and in accordance with thestandards and class of each hotel”

(Curriculum for room service Vu Thi Bich Phuong 2005)1

The work of the Housekeeping staff is a bit silent and quiet comparedwith other parts in the hotel The importance and contribution of thedepartment to the general operation of the hotel can never, however, bedenied

2.2.2 Organization Structure of Housekeeping Service

According to Set up my hotel, Housekeeping organizational chartprovides a clear picture of the line of authority, the housekeeping department

in a large hotel or 5 Star Hotel is headed by the executive housekeeper.He/she reports to the general manager, or to the resident manager, or therooms division manager in a large hotel In the case of a chain of hotels, theexecutive housekeeper also reports to the director of housekeeping, whoheads the housekeeping departments in all the hotels of that chain

(Source: www.setupmyhotel.com)

Diagram 2: Organization Structure of Housekeeping Service

Executive Housekeeper's office: An Executive housekeeper has to plan,counsel, brief and meets her subordinates It should preferably be a glass-paneled office so as to give her/him a view of what is happening outside theoffice The office should be led by a cabin for the secretary who wouldcontrol movement into the housekeeper's office

 Desk control room: This room acts as a nerve system center forcoordination and communication with the front office and other departments.The desk control room should have a large notice board to pin up staff

schedules and day to day instructions The desk control room is the pointwhere all staff report for duty and check out at the duty end.

 Linen room: This is the room where current linens are stored for issueand receipt The room should be large airy and free from heat and humidity Itshould have adequate shelves, easily accessible to stack all linen It should besecured and offer no possibilities of pilferage The linen room should have acounter, across which the exchange of linen takes place The room shouldpreferably be adjoining the laundry so as to supply linen to and from thelaundry

 Linen room store: This room stores the stock of new linen & clothmaterials for uniform, etc the stock maintained should be enough to replenishthe whole hotel at a time However, these stocks are only touched when thecurrent linen in circulation falls short due to shortage, damage or loss Theroom should be cool and dry with ample shelves, generally 6" above theground

 Uniform room: This room stocks the uniform in urgent use It ispossible that smaller hotel may choose to combine the uniform room with thelinen room A separate uniform room really depends upon the volume ofuniforms in circulation The only difference will be that the uniform roomwould have adequate hanging facilities as many uniforms are best maintainedwhen hung

 Tailor's room: This room is kept for house tailors who attend to thestitching and patch-up work of linen and uniforms Room is avoided if themending and the stitching jobs are done in contract basis

 Laundry: This is an important section under housekeeping which isresponsible for the cleaning of all fabrics used in the hotel The section should

be adjacent to the linen room so as to avoid excessive steps Laundry should

ensure the cleanness and drying of all guest clothes, employee uniforms andlinen to the best-assured standard.

2.2.3 Functions of Housekeeping Service

The hotel's housekeeping is seen as an important factor in ensuring hotelcleanliness Different hotels will have their own service quality standards foreach department The housekeeping system ensures that guest rooms arealways in accordance with hotel standards Guests live in the room most ofthe time they stay at a hotel Clean hygiene ensures that items are wellarranged in the room, which gives guests a sense of comfort According toPoliva – luxury hotel equipment, the housekeeper has many different rolesand tasks to fulfill as an independent part of the hotel:

o Responsible for cleaning the entire living room area, hallway, lobby,public area and some other areas in the hotel This work must always ensurecleanliness according to the hotel's standards

o The living rooms are promptly cleaned 24/24

o Plan repair and maintenance so that the guest room is always in the bestcondition to serve customers

o Check and control spending of the department: cleaning chemicals,cleaning tools, fabrics, furniture in the living room, spending on flowerdecoration

o Regularly contact the reception to sell the room and control the room

o Schedule work and manage staff in the department

o Ensuring management efficiency, saving electricity and water costs,reducing the cost of replacing tools, machinery, and equipment to do the job.Maintain hotel property as well as keep guests safe during the use ofaccommodation services

Like the other parts the room doesn't work flashy However, that is alarge part of the view of the customer on the hotel The majority of total hotelsales are therefore accountable In the above points we can see that the role ofthe room is very important

2.2.4 Housekeeping Staffing

According to page “Set up my hotel”, Compared to other hoteldepartments, the housekeeping department employs the largest workforce inmost hotels Manpower thus becomes a major operating expense Goodmanagement of the housekeeping department depends on achieving a balancebetween the workload and the staff strength When calculating staff strength,

it must be remembered that each property will have its individualrequirements

The factors to be considered here are the type of hotel, the location of thehotel, local traditions and customs, the size of the hotel (in terms of thenumber of rooms), the occupancy rate of the hotel, management needs andpolicies, the quantity of work to be done per room, the quality of workexpected, the standards to be met, the time required to do the work, and thefrequency with which the work is performed

The staff strength of the housekeeping department mainly depends onthe size and structure of the hotel, that is, whether it has a compact structurewith clusters of rooms, the number of rooms per cluster or floor, the expanse

of the public areas and landscaped areas

CHAPTER 3: CASE DESCRIPTION

3.1 General Introduction to Grand Tourane

3.1.1 Introduction and Foundation

Company: GRAND TOURANE

Managed by: Singapore Asian Grand Legacy Pty Hotel Management Group

252 Vo Nguyen Giap, Son Tra, Da Nang, Viet Nam

The Grand Tourane Hotel was built according to 4-star standard, in aprime location (Vo Nguyen Giap street) on My Khe beach The GrandTourane hotel is currently in the stage of completion and preparing towelcome guests Located in the most favorable location of My Khe beach,Grand Tourane hotel is located in the central location connecting all amenitiessuch as airport, Han market, Dragon bridge, railway station , scenic spots.landscapes such as Marble Mountain, Son Tra peninsula, Cu Lao Cham islandand is the center of world cultural heritages such as Hoi An - My Son - Hue.Managed by Singapore Asian Grand Legacy Pty Hotel Management Group,built less than 2 years on a total area of 12,000 square meters, with aconstruction scale of more than 7,500 square meters and a total investment ofmore than 485 billion, hotel Grand Tourane is considered the newest 4-starinternational hotel on the current coast of Da Nang.

Besides, beautifully located by the My Khe beach, amongst the top six inthe world, and about 5-minute away from the center of Danang city, GrandTourane Hotel welcomes all who are looking for the breathtaking – oceanview accommodation, finest facilities and warm service

In addition, 188 contemporary rooms and suites offering a stunning viewover My Khe beach or the city skyline, from the well-equipped meetingrooms to the tennis court, make the hotel a perfect choice for business andleisure Cap a day of exploration with beauty and wellness therapies at ourhotel spa, savor the delicacies at an all-day dining restaurant Bella Vista, orsoak up the sun while enjoying at the pool bar

If you are dreaming of a vacation just a few steps from the beach, butstill within a distance to all major sights and attractions of the Central

Vietnam, you can open your eyes Touch your dream in Grand Tourane andenjoy every moment.

3.1.2 The Services and Facilities of Grand Tourane Hotel

Table 1: The room systems of Grand Tourane hotel

Note:

 Maximum two children per room under 5 years are complimentarywhen sharing room and utilizing existing beds

 Only one extra bed is acceptable in all types of rooms

 Baby cot is complimentary upon request and subject to availability

Superior room

Superior Room is divided into Superior city and Superior oceans Thearea of a room is 32 m2 with a comfortable room for 2 guests Features a

mini-bar, a private bathroom and a flat-screen TV The private bathroomincludes a rain shower and free toiletries.

Extra bed can be accommodated in this room type These are furnishedwith Queen or Twins sized beds Superior Room provides customers apeaceful and comfortable relaxing moment

Electric kettleDesk

Sitting areaTV

TelephoneSatellite channelsFlat-screen TVCable channelsWake-up service

Deluxe room is 30 m with a comfortable room for 2 guests Features amini-bar, a private bathroom and a flat-screen TV This larger room features abathtub With panoramic views of Da Nang's coastal city Deluxe rooms are

an excellent choice for visitors to Da Nang

Electric kettleDesk

Sitting areaTV

TelephoneSatellite channelsFlat-screen TVCable channelsWake-up service

Image 3: Deluxe Room

The room size is 52 m with an elegant suite for 2 guests and the bed size

is king This spacious suite features a bathtub and a separate living room withseating area Every detail is meticulously designed, and every point ofPremier Deluxe room at Grand Tourane Hotel is driven by the desire toprovide guests with a perfect space This is a good option for those lookingfor a hotel for a trip or simply to relax

Electric kettleSofa

DeskSitting area

TVTelephoneSatellite channelsFlat-screen TVCable channelsWake-up service

Image 4: Premier Deluxe Room

The room size is 64 m2 with a single King bed Premier Suite Room isthe best choice for a family of four adults and children, as it is subtly designedwith ample space, fully equipped, and two separate bedrooms decoratedsoothingly (under 5 years)

RefrigeratorElectric kettleSofa

DeskSitting areaTV

Satellite channelsFlat-screen TVWake-up service

Image 5: An Overview of Grand Tourane Suite Room

The room is 145 m2 in size and has one king bed Presidential room with

an ocean view, air conditioning, a spa tub, a minibar, and an attachedbathroom Guests who choose to stay in this room can take advantage of freedrinks in refrigerators and one wine during their stay at the Grand Touranehotel Customers will be transferred to the airport at no cost when they checkout of the hotel

DeskSitting areaDining areaTelephoneSatellite channels

Air conditioning

Safe

Hardwood or parquet floors

Interconnecting room(s) available

Dining tableSofa

Flat-screen TVWake-up service

Image 6: Presidential Room

Image 7: Sitting Area of Presidential Room

3.1.2.2 Catering Services

Grand Tourane Hotel currently has one restaurant and three bars: BellaVista Restaurant, Le Rendez Vous Lobby Bar, Pool Bar, and Sky Bar Whatcould be more enjoyable than embracing beautiful Da Nang, with its sea,mountains, and city-wide views, and sipping a passionate wine glass withguests' favorite dishes

Bella Vista Restaurant:

The Bella Vista Restaurant, located on the third floor of the GrandTourane Hotel and overlooking the romantic beach, offers an all-day diningmenu, sumptuous buffets, and local specialties All food is prepared by atalented chef and served alongside a breathtaking view, providing you with anunforgettable experience This is an excellent location for a high-qualitybuffet meal In addition, the restaurant offers a breakfast buffet with a variety

of food options The restaurant's experienced culinary team uses only thefreshest ingredients to create an exquisite daily lunch and dinner menu TheBella Vista Restaurant brings the most exciting stories for customers and theirfamilies with a variety of menus under the chef's control

 Breakfast Buffett: 6:00 – 10:00

 Lunch and Dinner: 11:00 – 22:00

Image 8: An Overview of Bella Vista Restaurant

Image 9: Foods of Bella Vista Restaurant

Le Rendez Vous Lobby Bar is is located on the ground floor of the hoteland it is a perfect blend of modernity and comfort At the Le Rendez Vousbar, enjoy a variety of teas and signature coffees, accompanied by delectablepastries and cakes Meet up with friends or business associates, or simplygaze out the window It offers guests moments of maximum relaxation withfriends and family, as well as a new level of space for a panoramic view of DaNang city

 Opening hour: 7:00 – 23:00

Image 10: Le Rendez Vous Lobby Bar

3.1.2.3 Additional Services

Grand Tourane Hotel's private and fully equipped meeting facilities andboardrooms with a spacious area cater to special events, VIP receptions,networking events, conferences, or ultimate gatherings The professionalservice team will gladly assist the customer in meeting their needs byproviding technical equipment and exceptional services Meeting facilitiesincluding: LED screen, projector, high-speed internet & Wifi, basic sound &light system, flip chart, paper, pen & podium

Grand Tourane hotel offers the elegant meetings including 1 grandballroom (La Mer Ballroom), 1 ballroom (Le Grand Ballroom), 3 smaller

rooms (Azur Board room, Le Meridien Dining room and Cosmos Diningroom respectively) and the spacious pre-function with sea view

Spa and Beauty Care - Serenity Salon & Spa

Serenity Salon & Spa is a truly relaxing environment, with gentle musicmelodies and the aroma of herbs and spices balancing each other out A widerange of body and beauty treatments will awaken your senses and revitalizeyour energy Serenity Salon & Spa not only uses traditional healing arts toalleviate stress, but it also gives the body energy and endless pleasure

 Opening hour: 9:00 - 22:00

 Location: 4th Floor

Facilities:

 2 treatment rooms for couples

 7 single treatment rooms

 Full body massage

 Bamboo treatment

 Grand Tourane special package

 Steam room

Image 11: Serenity Salon & Spa’s room

Other Additional Services:

Parking: The Grand Tourane Hotel provides 24-hour indoor andoutdoor parking for guests, which is complimentary for hotel guests

Fitness Center: This expansive fitness center is available to guests forfree This fitness center is not very large, but it is equipped with all of thenecessary machines to help guests maintain their health while on vacation

Tennis Court: The Grand Tourane tennis facility is open daily until22:00 hrs Whether you need a lesson or a hitting partner, our Pro is available

Outdoor Swimming Pool: The noble elegance to say is charming,reflected in a modern design imbued with art and the main color of stone Andthe view is free because the swimming pool is surrounded by city and beachviews

3.1.3 The Organization Structure of Grand Tourane Hotel

Diagram 2: Diagram Organization Structure of Grand Tourane Hotel

Hotel

There are many departments in the hotel Every department has its ownresponsibilities and duties All of them are managed and operated bythemselves and are united under the management of the hotel Thesedepartments are basically co-operating to maintain the satisfaction of theguest

Board of management: The hotel's highest authority, including

representatives, depends on the hotel's characteristics, properties and forms ofownership, due to hotel rules and current legal provisions

General manager: Not only does this department take the highest

responsibility for its business activities before the law, but it also takesimportant decisions concerning the operation of the company

The accounting department: The Cash Flow transactions of the

company is recorded and reported by this department It has a range of keyroles and responsibilities, including accounts receivable, accounts payable,payroll and financial reports

Human Resources Department: Although this department does not

directly interact with staff, it is very important for the operation of the entirehotel It is given the responsibility to handle employee recruitment, arrangestaff training, make promotion and disciplinary decisions, and check staffattendance

Sale & Marketing Department: The responsibility for the sales

department is to sell the hotel facilities and services to individuals and groups.They sell rooms, food, beverage or special services such as massage andlaundry to potential customers through advertising or direct contacts Thelevel of popularity of hotel and sale rate of hotel product depends on thisdepartment

Security Department: This department is responsible for preserving

hotel security Because of many incidents of terrorism, the securitydepartment increases its guard with the installation or metal detector of CCTV

in several corners of the hotel These activities make the guests morecomfortable and safe This department uses self-defense skills to supportmodern gadget security

Food and Beverage Department: The food and beverage department is

responsible for all of the dining rooms, restaurants, bars, kitchen, clean upservices, etc Here we basically divide F/B department into two parts: kitchenand restaurant Kitchen department is responsible for food preparationincluding main food, dessert, side food, and beverage Restaurant departmentrole is to provide dining room operation, waiter service, food runner, andclean up service

Front office: The front office (room management) department handles

customer service including front desk service, reservation, laundry, telephone,and housekeeping service A hotel’s front office is where guests are greetedwhen they arrive, where they get registered and assigned to a room, andwhere they check out It’s almost the most important department as it oftenoffers contact with customers

Housekeeping Department: In addition to the customer service, the

primarily function of the housekeeping service is to keep the hotel clean Inhalls, rooms and public areas, maids and cleaners vacuum cupboards andfurniture You pick up trash, change the sheets and make the beds

Engineering Department: The responsibility of this department is to

maintain the hotel building and its facilities Maintaining the building andfacilities make the guests feel comfortable In order to maintain building andhotel facilities effective and efficiently, engineering department employspersons with high mechanical and electrical skills

The purpose of establishing many departments is to ensure effective andefficient management and hotel operations The result of the hotel department

is that guests are satisfied and motivated to stay longer or to return again tothe hotel