The profit growth of Dan Oasis Hotel during 2018-2020
The revenue trends of Dan Oasis Hotel from 2018 to 2020 reveal a general increase in total earnings from accommodation, food, and additional services during 2018 and 2019 However, a significant decline in revenue occurred in 2020, primarily attributed to the adverse effects of the Covid pandemic.
In 2018, the total revenue reached VND 8,617 million, with accommodation services generating VND 5,733 million, representing 66.53% of the total Food services contributed VND 2,054 million, accounting for 23.84%, while additional services made up 9.63% This data highlights that accommodation and catering services are the primary profit drivers for the hotel.
By 2019, the hotel's revenue reached VND 10503 million, an increase of
In 2022, the hotel industry generated revenues of 1,886 million, marking a significant increase of 21.88% since 2018 Additionally, catering services experienced a remarkable revenue growth of 34.27%, while other supplementary services saw an increase of 40% compared to 2018 This data highlights the importance of diversifying additional services to effectively attract more tourists.
In 2020, total hotel revenue plummeted to VND 3,227 million, reflecting a significant 69.27% decline compared to 2019, primarily due to the severe impact of the Covid-19 pandemic on the global economy Despite these challenges, the Dan Oasis Hotel managed to remain operational during the ongoing crisis, thanks to government support and timely policy adjustments.
4.1.2 Number of guests at Dan Oasis Hotel:
Table 3 Number of guests at Dan Oasis Hotel over 3 years
INTRODUCTION
Rationale
Tourism has emerged as a significant sector in Vietnam's economy, bolstered by the country's favorable geographical location and natural resources, alongside supportive government policies Since joining the WTO in 2006 and hosting the APEC conference in 2017, Vietnam has seen a surge in international visitors, attracting substantial foreign investment and enhancing tourism facilities The hotel industry plays a crucial role in meeting the rising customer demand through professional service quality To thrive in this competitive landscape, tourism businesses must implement effective strategies for operational excellence, particularly in the Front Office department Optimizing service quality and human resources is essential for establishing a strong market presence This paper explores the current state and offers recommendations for improving the booking process at the Reception Department of Dan Oasis Hotel.
Aims and Objectives
The study aims to focus on Dan Oasis Hotel reservation and how to optimally perfect the booking process through a number of effective solutions.
The purpose behind this study is carrying out objectives as follows:
- Investigating in details into the entire booking process of the reception department at Dan Oasis Hotel.
- Making an assessment of the influencing factors as well as the strengths and weaknesses of the process.
- Suggesting some effective solutions to improve the booking process of the front desk at Dan Oasis Hotel.
Scope of the Study
This study examines various definitions associated with the booking process and identifies its advantages and disadvantages Based on these findings, recommendations are proposed to enhance and refine the booking procedures of the Reception Department at Dan Oasis Hotel.
Methods of the Study
To gather and process data effectively, I utilize online resources and reference documents pertinent to the hotel industry, including aspects of reception and the booking process This information is then synthesized and organized into relevant categories for clarity and coherence.
In my analysis of the data collected, I assessed the current state of the booking process at the Reception Department of Dan Oasis Hotel and proposed targeted solutions to enhance its efficiency.
Structure of the Study
This study is presented in six parts:
Chapter 1 is the introduction of the graduation paper including rationale, aims and objectives, scope of the study, method of the study and study’s organization.
Chapter 2 is theoretical background about hotel, hotel business and the booking process of the reception department.
Chapter 3 is case description describing the overview of Dan Oasis Hotel and status of the booking process of the reception department at this hotel
Chapter 4 is the analysis and evaluation of the issues.
Chapter 5 is about the difficulties in doing the thesis and the solutions improve the booking process of the reception department at Dan Oasis Hotel.
Chapter 6 is the conclusions and some recommendations for theFaculty of English of Duy Tan University.
THEORETICAL BACKGROUND
Definition of Hospitality Industry
The hospitality industry encompasses the Tourism, Restaurant, and Hotel sectors, focusing on customer-oriented services It involves welcoming guests and catering to their needs, including accommodation, dining, travel, relaxation, and event organization, ultimately ensuring a satisfying experience as they depart.
The hospitality industry, recognized as a smoke-free sector and prioritized by the State for economic development, is poised for significant growth Given its expansive nature, businesses within this industry must invest in modern facilities, advanced equipment, and, most importantly, a skilled workforce to thrive in a competitive market.
Definition of Hotel and Hotel Business
Nowadays, there are many different concepts about hotels The term
“hotel” appeared in medieval times with French origin At that time, the term
The term "hotel" originally referred to residences for lords and gained popularity in France during the late 17th century By the early 19th century, the use of the word "hotel" expanded globally, becoming a common designation for lodging establishments.
According to Morcel Gotie – Tourism and hotel researcher has defined:
The hotel is place of temporary stay of guests along with the chamber and the restaurant with many different categories.[1]
Hotels primarily focus on providing accommodation services, but they also offer a variety of additional amenities, including dining and entertainment options, to enhance the overall experience for guests.
The hotel industry has evolved from merely offering accommodations to becoming a multifaceted service provider As travelers' needs have diversified, hotels now enhance their offerings beyond room rentals to include dining, entertainment, and various amenities, creating a more comprehensive guest experience.
Dr Nguyen Van Manh and M.S Hoang Thi Lan Huong define hotel business in their textbook "Business Management Property" as a service-oriented industry that provides accommodation, dining, and additional services to fulfill customers' needs for food and rest during their leisure and travel experiences, with the goal of generating profit.
Business activities in hotel are divided into three main categories: accommodation business, food and beverage business, and entertainment business.
Dr Nguyen Van Manh and M.S Hoang Thi Lan Huong said that:
The accommodation business involves offering rental services for bedrooms and supplementary amenities to guests during their temporary stays at tourist destinations, with the primary goal of generating profit.
The accommodation sector is a crucial revenue generator for hotels, significantly outpacing earnings from other services like restaurants and amusement parks.
The food and drink sector in tourism encompasses a range of activities aimed at processing, selling, and serving food and beverages, along with providing additional services to meet the dining and entertainment needs of customers in restaurants, all with the goal of generating profit.
Management property” by Dr Nguyen Van Manh and M.S Hoang Thi Lan Huong.[2]
The hotel catering business both meets the needs of guests, increases hotel revenue, and at the same time creates a distinctive feature of the brand.
Hotels are increasingly integrating recreational activities into their offerings to enhance service diversity Common entertainment options include spa treatments, massages, billiards, and swimming, all designed to enrich the guest experience and attract a wider audience.
This type of hotel business is mainly for business customers who are business travelers, participate in conferences, seminars in combination with visiting relatives, shopping or cultural tours.[4]
Mainly for group of customers wishing to rest and relax Kind of resort hotels is usually built in locations with natural resources such as: sea, lake, mountain, forest…[4]
Usually built near the airport, it specializes in serving a group of customers like pilots, flight attendants transit passengers waiting for flights with short stays.[4]
Floating hotels are unique accommodations constructed on large ships, allowing them to navigate between different regions or countries rather than being anchored in a single location.
An apartment hotel features fully functional rooms, including a living room, kitchen, and bedroom, while offering services similar to those of a hotel This accommodation type is ideal for groups of friends, families, or guests seeking long-term stays.
Casino hotels are aimed at a group of customers who have entertainment and gambling needs… This hotel is often invested on a large scale with high- end furniture and modern equipment.[4]
Usually placed in locations near the train station, bus depot specializes in serving people who are backpackers and those wishing to stay overnight.[4]
The motel is usually for group of local guests or guests who want to stay overnight such as motorcyclists or car drivers.[4]
Definition of reception of hotel
The reception department serves as the central hub of the hotel, embodying its identity and acting as a key point of contact for guests Responsible for welcoming visitors, the front desk facilitates check-in and check-out processes while offering essential information about hotel services As the face of the hotel, the reception team plays a crucial role in shaping guests' first and last impressions during their stay.
Efficiently managing customer requests involves receiving and resolving inquiries, transferring relevant information to appropriate departments, and guiding customers through room registration and checkout procedures Additionally, it includes collecting fees for any hotel services utilized and securely storing customer information within the system Regular reporting on operational status to management, along with collaboration and support across various departments, ensures seamless task completion.
Definition of the booking/reservation process
2.4.1 Definition of the booking process:
Booking refers to the arrangement of securing a service, such as a plane seat or a restaurant table In the hotel industry, this concept involves a dedicated department that gathers guest information and collaborates with various hotel sectors to prepare and customize rooms based on guest preferences.
A basic booking process consists of 8 steps:[5]
Saving booking information and transfering to relevant departments to conduct the preparation to welcome and serve guests.
Modifying booking information or cancelling booking if guests change their mind.
Summarizing the situation of guests arriving during the day, transfering to reception department.
There are 2 main forms of booking are:
A guaranteed reservation ensures that a hotel will hold a room for guests until the next day's check-out time, based on their arrival date If the guest fails to use the room or cancel in accordance with hotel policy, they are required to compensate the hotel Common methods for securing a guaranteed reservation include prepayment, deposits, credit cards, and bookings through travel agents or agencies.
A non-guaranteed reservation means that a hotel will hold a room for guests only until a specified time on the arrival date, as outlined by the hotel's policies.
CASE DESCRIPTION
History and development of Dan Oasis Hotel
Nestled along the stunning Hoang Sa coastal road, Dan Oasis Hotel is an ideal accommodation choice for travelers exploring the vibrant city of Da Nang With just a 15-minute drive from Danang International Airport and the city center, the hotel offers convenient access to local attractions Guests can easily embark on sightseeing adventures, enjoy picnics, and discover the breathtaking beauty of Da Nang's beaches and the lush Son Tra Peninsula Additionally, the hotel serves as a perfect base for experiencing the "Central Heritage Journey," which includes visits to three UNESCO World Heritage Sites: the ancient capital of Hue, My Son Sanctuary, and the historic town of Hoi An.
Through periods of structural change, the Dan Oasis Hotel has a history of formation and development through the following periods:
Dan Oasis Hotel went into operation with just few rooms available on the first 3 floors.
2015: Opening of Hotel Studio Suites
After few months of operation Dan Oasis Hotel leased a few units to long term hotel guests.
Dan Oasis Hotel has successfully acquired one-year lease for the use of private beach front right across from the hotel.
2018: Opening Roof-top Dining Area
Guests at Dan Oasis can enjoy stunning, unobstructed views of the East Sea and Son Tra Peninsula from the hotel's rooftop breakfast and dining area, creating a memorable experience that the hotel is eager to offer.
The Dan Oasis Hotel is a 3-star establishment that combines ideal values for travelers, featuring an Art Deco architectural style Guests can enjoy air-conditioned rooms equipped with a mini bar and fridge for added comfort The hotel offers 40 standard rooms, including Studio Suites, Deluxe, and Superior options Visitors can take advantage of free Wi-Fi and experience a warm, welcoming atmosphere provided by the highly professional staff, all within a prime beachfront location.
Hotel Name: Dan Oasis Hotel
Company Name: Doan Dan Limited Liability Company
General Manager: Ms Pham Huong
Address: A2.3 Hoang Sa Street, Son Tra District, Da Nang, Viet Nam Phone: +84 (2363) 925 468
Figure 1: Dan Oasis Hotel photo
Organizational structure of Dan Oasis Hotel
(Source: Human Resource Department Dan Oasis Hotel)
Diagram 1: Organizational Structure of Dan Oasis Hotel
The organizational structure of Dan Oasis Hotel is a hybrid model that combines online and functional elements It features a hierarchy that includes a general director, a deputy director, department heads, and staff members Each department plays a crucial role in advising the director to facilitate optimal decision-making.
The organizational apparatus of Dan Oasis Hotel includes 2 areas: office area and operational area.
The Office area includes the following divisions: human resource, accounting, and S&M.
The Operational area includes the following divisions: FO, F&B, housekeeping, and security.
The primary objective of the online-functional model is to optimize human resource utilization, foster a positive working environment, encourage individual creativity, and facilitate mutual support among team members to achieve the organization's overarching goals.
3.2.2 Functions and mission of each department at Dan Oasis Hotel: a General Director:
The General Director, as the highest authority in the hotel, is responsible for establishing management protocols, including task assignments for department heads, while overseeing the hotel's business operations Key responsibilities encompass executing agreements with partners and implementing or modifying hotel regulations as necessary.
The next position is Deputy Director, who assists the director in operating the hotel and solving the hotel’s problems. c Department of the hotel:
The front office department, often referred to as the reception department, plays a crucial role in a hotel by facilitating communication and fostering relationships with customers, suppliers, and partners.
The role of a hotel liaison serves as a vital link between customers and hotel services, as well as among various departments within the hotel This position also acts as a valuable resource for management by providing insights and feedback on the hotel's performance, market demands, customer preferences, and emerging trends.
Our mission is to efficiently handle customer requests by directing them to the appropriate departments, providing guidance on room registration and check-out procedures, and collecting fees for additional hotel services We ensure accurate storage of customer information within our system, maintain activity reports, and facilitate collaboration across various departments to enhance overall service delivery.
+ Function: finding customers for other departments such as housekeeping department, restaurant department,…; expanding the market, attracting potential customers to the hotel.[3]
Our mission focuses on identifying and attracting customers, promoting our products, and conducting thorough market and competitor research We prioritize the statistical analysis and evaluation of our hotel’s business efficiency, alongside surveying customers to provide actionable insights for our management team This approach ensures effective renewal and enhancement of our services.
+ Function: deciding financial strategies; finding capital sources for the hotel;monitoring, managing and reporting on the books of revenues, expenditures, debts [3]
Our mission is to create and manage documents related to capital formation and utilization, while also documenting the business outcomes of each department and the hotel as a whole We are committed to preparing financial statements on a monthly, quarterly, and annual basis, alongside effectively managing and monitoring revenue and expenditures.
+ Functions: providing food and beverage services to customers[3]
Our mission is to efficiently manage food and beverage operations, focusing on three core activities: processing, distribution, and catering services within the hotel We cater to hotel staff and offer additional services, including organizing banquets, seminars, and buffets, tailored to meet guest requests.
The primary function of a hotel is to deliver essential products and services that generate the highest revenue, ensuring a comfortable stay for guests This department works in close coordination with the front desk to effectively manage room sales and service provision, enhancing the overall guest experience.
Our mission is to ensure that all rooms are meticulously prepared and consistently ready to welcome guests This includes daily cleaning of guest rooms, the lobby, and public areas, as well as inspecting the condition of the rooms, equipment, and amenities during the cleaning process We prioritize exceptional customer service by promptly addressing and reporting any issues to the receptionist.
The primary function of hotel management involves recruiting and overseeing potential employees, assigning staff shifts, and supporting other departments in task completion The mission focuses on implementing workplace policies and regulations, organizing staff effectively, monitoring and evaluating employee performance across departments, and gathering feedback from superiors to ensure direct management of employees.
Products and services system of Dan Oasis Hotel
Dan Oasis Hotel offers a warm and intimate atmosphere, featuring luxurious rooms and apartments adorned with modern furnishings in elegant tones Guests enjoy a sense of comfort and intimacy during their stay, making Dan Oasis a preferred choice for travelers Its convenient location, contemporary design, and affordable pricing further enhance its appeal, ensuring a delightful experience for all visitors.
Table 1 Room information of Dan Oasis Hotel
(Source: booking.com of Dan Oasis Hotel, reference price 2/2021 - 5/2021)
The Superior Room is an excellent option for budget travelers, offering stunning views of Da Nang's fishing village and the Son Tra Peninsula This 28m² room includes a cozy double bed and is equipped with fully furnished, comfortable amenities.
Figure 2: Superior Room interior photo
The Deluxe Twin Room is an ideal option for families with children or groups of friends seeking a relaxing getaway Spanning 35m², this room features stunning city views and is elegantly designed in a classical Western style, complemented by the warmth of Asian hospitality Guests will enjoy the comfort of two twin beds along with a luxurious marble bathroom equipped with a shower.
Figure 3: Deluxe Twin Room interior photo
The Deluxe Double Room is an ideal option for families, featuring a generous 35m² space equipped with modern amenities and luxurious comforts It includes a queen-size bed and a hot and cold shower, ensuring a relaxing stay Guests can enjoy stunning beach views that enhance the feeling of freshness and tranquility.
Figure 4: Deluxe Double Room interior photo
Experience breathtaking ocean views from our Studio Suite Room, a spacious 60m² retreat featuring modern classic Western decor Enjoy luxury amenities such as a walkout balcony overlooking Danang beach, a kitchenette, and a king-size bed complemented by a hot and cold shower and a marble bathtub For those seeking flexibility, a twin bed option is available, though in limited supply.
Figure 5: Studio Suite Room interior photo 3.3.2 Food and Beverage Service:
At Dan Oasis Wine Bar, guests can enjoy a remarkable culinary experience alongside their accommodation The restaurant features a diverse menu showcasing over 50 authentic Vietnamese dishes, including favorites like bun cha, pho, and Quang noodles Additionally, diners can indulge in a variety of Asian and Western cuisines, such as beefsteak, pasta, sushi, and gourmet hamburgers, all expertly prepared by skilled chefs.
In particular, there must be mention of indispensable fresh seafood dishes: boiled lobster, steamed clams, steamed green cab, seafood hot pot…
Dan Oasis Hotel features a charming café on the ground floor and a stunning rooftop bar that offers breathtaking views of the blue ocean Guests can unwind with a selection of cocktails, cold beers, snacks, and champagne, making it an ideal spot to relax and relieve stress Just a few steps from the hotel, visitors can enjoy the picturesque My Khe Beach, the scenic Son Tra Peninsula, and the soothing sounds of the sea, providing the perfect escape to rejuvenate and refresh their spirits.
Dan Oasis Hotel offers a range of bonus services to enhance your stay in Da Nang Enjoy convenient transportation services, including airport transfers and city sightseeing, allowing you to explore the city's famous landmarks effortlessly The hotel provides quality transportation options at reasonable prices, with staff on hand to recommend attractions, resorts, and dining experiences for an unforgettable visit Additionally, the hotel features a souvenir boutique in the lobby, showcasing unique items from Da Nang and Quang Nam, perfect for keeping memories of your trip alive For those seeking relaxation, Dan Oasis Hotel also offers comprehensive health care services to ensure a rejuvenating experience during your stay.
Organizational structure of the reception department at the Dan
3.4 Organizational structure of the reception department at the Dan Oasis Hotel :
Diagram 2: The Organizational Structure of Front Office Department
(1) Front Office Manager (FOM): this is the leader of the lobby in the hotel, responsible for managing, operating and controlling the activities that take place in this area.
The Front Office Captain (FO Capt) is responsible for overseeing a team of receptionists and supervising lobby waiters, ensuring that all service standards are met This role includes managing the organization of tools and the table layout to align with hotel standards, as well as providing direct assistance to customers when needed.
(3) Receptionist: responsible for answering the phone, receiving and providing information, handling guests request, welcoming and making check-in/check-out procedures for guests as required.
(4) Bellman: assisting customers to carry luggage and lead guests to the room, ensuring the lobby area is always tidy, recommending a few places to visit or eat for visitors.
Figure 7: Front Office Department of Dan Oasis Hotel
ANALYSIS AND EVALUTION
Analysis revenue and number of Tourist at Dan Oasis Hotel
4.1.1 Revenue of Dan Oasis Hotel in recent years:
Table 2 Revenue of Dan Oasis Hotel over 3 years
(Source: Dan Oasis Hotel’s revenue records for the years 2018-2020)
Stay Revenue Restaurant Other Services
Chart 1: The profit growth of Dan Oasis Hotel during 2018-2020
The revenue trends of Dan Oasis Hotel from 2018 to 2020 indicate a steady increase in total earnings from accommodation, food, and additional services during 2018 and 2019 However, there was a significant decline in revenue in 2020, primarily attributed to the adverse effects of the Covid pandemic.
In 2018, the hotel generated a total revenue of VND 8,617 million, with accommodation services contributing VND 5,733 million, which represents 66.53% of the total revenue Food services accounted for VND 2,054 million, or 23.84%, while additional services made up 9.63% This data highlights that accommodation and catering services are the primary profit sources for the hotel.
By 2019, the hotel's revenue reached VND 10503 million, an increase of
In 2023, the hotel industry experienced significant growth, with total revenue reaching 1886 million, marking a 21.88% increase from 2018 Catering and additional services also saw remarkable improvements, with revenue rising by 34.27% and 40%, respectively, compared to 2018 This trend highlights the necessity for hotels to diversify their additional services to effectively attract more tourists.
In 2020, total hotel revenue plummeted to VND 3,227 million, reflecting a significant decline of 69.27% compared to 2019, primarily due to the severe impact of the Covid-19 pandemic on the global economy Despite these challenges, the Dan Oasis Hotel managed to sustain its operations during the ongoing crisis, thanks to government support and timely policy adjustments.
4.1.2 Number of guests at Dan Oasis Hotel:
Table 3 Number of guests at Dan Oasis Hotel over 3 years
Chart 2: Number of guests at Dan Oasis Hotel in 2018-2020
From 2018 to 2019, Dan Oasis Hotel experienced a notable increase in guest numbers, rising from 3,055 to 4,220 guests, with domestic visitors making up over 50% of the total Additionally, the proportion of international guests remained relatively stable, constituting 36.66% in 2018 and 35.81% in 2019.
In 2020, the Covid-19 pandemic significantly impacted the hospitality industry, resulting in a sharp decline in hotel guests With all international flights to Vietnam canceled, Dan Hotel experienced a staggering decrease in international visitors, plummeting by 1188 times compared to 2019, which equated to a 21.38% drop in occupancy rates.
In response to the ongoing epidemic, Dan Oasis Hotel has implemented new policies aimed at attracting domestic guests These promotional strategies are designed to support the hotel during these challenging times.
Situation of the booking process of the Reception Department at
4.2.1 Analysis of the booking process at the Reception Department:
The booking process at Dan Oasis Hotel involves eight essential steps: first, receiving a reservation request; second, assessing the hotel's responsiveness; third, negotiating with guests to encourage room bookings; fourth, entering the reservation details; fifth, confirming the room reservation; sixth, saving the reservation information; seventh, obtaining confirmation from guests; and finally, summarizing the reservation status for the Reception Department.
(Source: Reception Department Dan Oasis Hotel)
Diagram 3 Booking Process at Reception Department
Decline and make another apoinment
Summarize the situation of guests arriving during the day, tranfer it to receptionist
Table 4 Booking Process at Reception Department
When a reservation request is received, hotel staff should meticulously document essential details, including the guest's name, address, and phone number, along with the number of passengers, arrival date and time, duration of stay, room type and quantity, room rates, payment method, booking type (guaranteed or non-guaranteed), and any special requests from the guests.
Reservation staff must utilize tables and computer systems to assess hotel room availability To optimize occupancy rates, hotels may overbook rooms by a small percentage, allowing them to accommodate sudden cancellations and maximize capacity.
To determine the number of available rooms, subtract the occupied, non-pickable, and pre-booked rooms from the total room count Then, add the estimated number of rooms with uncertain reservations, along with any new cancellations and early check-outs This formula provides a clear calculation of room availability.
When selecting the perfect hotel room, our dedicated reservation staff is here to guide you through a tailored experience that meets your specific needs We understand that every guest has unique preferences and budgets, which is why we offer a curated selection of room types, ranging from luxurious accommodations to more budget-friendly options Allow us to assist you in finding the ideal room that not only fits your style but also ensures a memorable stay.
-If the hotel cannot afford it, it is necessary to convince guests to change their stay or in case of force majeure, refer the guest to a similar hotel.
-After agreeing with the guest, the reservation staff proceeds to enter room reservation information according to the hotel's regulations.
Sample booking receipt for retail customers (screen shot)
-The reservation staff reconfirms the guest information mentioned in step 1 and the reservation ticket number.
-All information about the reservation of guests' rooms must be updated and saved fully in the order of arrival date and the guest list arranged alphabetically.
Hotels typically ask guests to reconfirm their reservations prior to arrival, with policies varying by establishment—often requiring groups to do so 15 days in advance and individual guests 3 days ahead This practice allows for convenient adjustments in case of any changes to the customer's plans.
(Source: Reception Department at Dan Oasis Hotel)
- In general, the process of receiving rooms at the Reception Department
The steps are arranged in a certain order to help the process run smoothly and logically, helping the receptionist to do the work easily.
- The receptionist is always gentle, cheerful when serving guests, bringing absolute satisfaction to guests, bringing success to Dan Oasis Hotel.
4.2.2 Evaluation of the factors affecting the booking process at the Reception Department of the Dan Oasis Hotel:
Travelers seek high-quality services that align with current trends, making it essential for hotels to continuously enhance their service quality This ongoing improvement not only serves to meet customer expectations but also acts as a competitive advantage that reinforces the brand and contributes to the hotel's success To elevate the quality of the receptionist department, it is crucial to analyze the factors that influence service quality.
4.2.2.1 About the organization of the labor force:
A hotel's success heavily relies on its qualified workforce, as the professional skills of the staff significantly impact the quality of service, particularly in the receptionist department Hotels like Dan Oasis prioritize this aspect to guarantee high levels of customer satisfaction.
Table 5 Statistics table of labor situation at Dan Oasis Hotel
M a le F e m a le U n iv er s ity J u n io r c o lle g e In te rm e d ia te
English Other foreign languag es
(Source: Human Resource Department Dan Oasis Hotel)
The hotel industry relies heavily on a skilled workforce, as employees significantly influence both the quality of the product and overall guest experience A receptionist, in particular, must possess specific skills to effectively meet the demands of this labor-intensive sector.
Requirements for professional skills and knowledge:
- Training in receptionist skills, good communication skills and sales skills Understanding the regulations of the tourism industry, hotel management agencies.
- Having basic knowledge of accounting, payment statistics, marketing.
- Knowing the local tourist attractions, services inside and outside the hotel Mastering some rules of diplomacy, rituals, customs, and psychology of each type of guests of some countries.
- Having basic knowledge about political, economic, social, security, propaganda, advertising
- Employees must be honest, cheerful, always smiling, dynamic, agile, resourceful and flexible in handling any situation.
- At work, staffs must be diligent, meticulous, serve in order and with high accurary, open, hospitable, polite, respectful, and ready to help customers.
- Employees must also have teamwork in the working process anf be willing to help other colleagues in the same department.
Requirements for foreign language and computer skills:
Proficiency in foreign languages is a valuable asset for staff at 3-star hotels such as Dan Oasis Hotel While English is a mandatory requirement, knowing a second foreign language significantly enhances the working process and improves communication with diverse guests.
- About computer skills: staff must know how to use the computer skills of the reception profession.
Requirements for appearance and health:
- Employees must be in good health, well-proportioned, good-looking, and charming.
- While working, staffs must have good communication skills, clothes are always neat and clean.
- Only employees with professional expertise, formal training, enthusiastic, dynamic, and creative spirit can create products that satisfy customers.
The staff’s service style is the talented behavior, skillful communication, and artistic talent between the equipment in the hotel and the staff working in department.
The receptionist of Dan Oasis Hotel must have a different style and service attitude that is professional, enthusiastic, thoughtful and careful to make a good impression on guests.
Comment: Through table 2 and the actual operation of the hotel, it can be seen that the number of employees of the hotel is quite appropriate.
The hotel maintains a balanced workforce with approximately 50% male and female staff, yet there is a need to increase the number of male employees Male staff generally exhibit better health, which can enhance work efficiency, as they are less likely to be affected by family responsibilities By increasing male representation, the hotel can minimize job rotation caused by pregnancy or childbirth, leading to a more stable workforce.
According to Table 2, only 5% of employees possess intermediate qualifications, primarily working in logistics roles such as housekeeping and kitchen staff, who do not engage directly with customers In contrast, employees who interact directly with customers typically hold college or university degrees.
Table 2 highlights that hotel staff are well-qualified in foreign languages, with 82% proficient in English Notably, 95% of employees interacting with customers possess strong English skills, and some are fluent in two foreign languages Those without additional language skills typically hold positions away from direct guest interaction.
The front office department's facilities play a crucial role in determining the service quality of the receptionist team at Dan Oasis Hotel Recognizing this importance, the hotel prioritizes the enhancement of these facilities to ensure maximum customer satisfaction Dan Oasis has equipped its front office with a comprehensive range of systems and equipment to meet these standards effectively.
Table 6 Technical facilities at the Reception Department Dan Oasis
0 System kit (spray, water hose) 2
Emergency lights ( during power failure)
Crocker y Tea cups, glass 5 set X
(Source: Reception Department At Dan Oasis Hotel)
The Dan Oasis Hotel front desk offers a comprehensive range of facilities, ensuring a welcoming and tidy environment for guests The lobby is well-organized and clean, featuring decor that not only enhances the friendly atmosphere but also highlights the hotel's unique design elements However, there are some limitations to be noted.
DIFFICULTIES AND SOLUTIONS
Difficulties
Final year students at Duy Tan University, especially those in the Faculty of English, are currently in a critical period as they finalize their graduation theses and conclude their four-year academic journey This moment also serves as a valuable opportunity for English students to put into practice the knowledge and skills they have acquired throughout their studies.
The ongoing challenges posed by the Covid-19 pandemic have significantly impacted students, including my own internship and graduation thesis writing The tourism industry in Vietnam and globally has suffered severe setbacks, prompting the Dan Oasis Hotel to pivot towards the domestic market as international travel restrictions remain in place This shift necessitates competitive pricing to appeal to Vietnamese guests, presenting a complex challenge in formulating effective strategies to attract tourists to the hotel amidst a myriad of options.
While working on my graduation paper, I often found it challenging to manage the overwhelming amount of information available This confusion made it difficult to organize my ideas cohesively within the topic's scope My limited experience and knowledge occasionally hindered my ability to express my thesis effectively, leading to the emergence of negative thoughts.
I dedicated myself to completing my graduation thesis, focusing on the research topic I initially established Moving forward, I am committed to enhancing my English language skills and deepening my knowledge of the tourism industry to improve my future career prospects.
Solutions to improve the booking process of Dan Oasis Hotel
As Vietnam's tourism industry expands, competition among businesses, particularly in the hotel sector, intensifies To navigate this competitive landscape, Dan Oasis Hotel must develop precise strategies that align with current market conditions, ensuring safe and effective business practices Implementing tailored solutions will enhance operational efficiency and position the hotel for success in a dynamic environment.
To boost the visibility of Dan Oasis Hotel in both domestic and international markets, it is essential to strengthen existing partnerships and cultivate new relationships, particularly with reputable travel companies This approach will enhance the hotel's image and ensure sustained business growth.
- Diversifying products and services, increasing additional services (expanding spa, opening gym, )
- Enhancing thematic and professional qualifications , improving the professionalism in serving guests for all departments so that product quality is constantly increasing.
- Promoting internal strengths, effectively exploiting the available advantages of the hotel: an abundant workforce of high quality, well- managed, professional working environment
- Gradually increasing salaries for employees, paying more attention to employees' personal lives Creating trust for staff to make them feel secure to work and dedicate themselves to the hotel.
5.2.2 Solutions to perfect the booking process:
To enhance the overall service quality at Dan Oasis Hotel, particularly within the reception department, it is crucial to identify and address existing shortcomings Acknowledging these limitations and implementing effective solutions is vital for the hotel's sustainable growth While the team at Dan Oasis Hotel operates cohesively and professionally, there are specific areas that require improvement to ensure continued success.
Front desk staff must consistently follow the prescribed steps in the correct order to avoid any process shortcomings and to identify the most effective adjustment solutions.
-Managers and team leaders need to clearly divide tasks for each employee to avoid uncommon circumstances and blame each other, causing disunity in the department.
-The hotel should provide additional training for new employees on service processes and monitor the performance of employees
-The receptionist tries to do as quickly as possible when crowded so that customers do not have to wait long to check-in.
Most customers express satisfaction with the quality of reception services; however, there are notable complaints regarding check-in times and the resolution of customer issues To enhance overall customer satisfaction, it is essential to implement effective measures that address these concerns during the service experience.
Doing not let guests wait long at the reception, especially hotel registration and final payment
Offering a welcome drink instead of self-service creates a warm and inviting atmosphere for guests After a long journey, the enthusiastic reception from the staff, combined with a clean and airy environment, enhances the overall experience A refreshing glass of cool water not only makes visitors feel appreciated but also facilitates quicker and easier decisions regarding service usage.
Doing not let guests feel disrespected because of the words, gestures, service attitude of anyone in the reception.
Training staff to master the procedures and not to skip any steps.
Regular maintenance and timely repairs of the reception department's technical facilities are essential to ensure smooth operations Frequent malfunctions of equipment, particularly the computer system and printers, can disrupt services and hinder guest check-ins To mitigate these risks, it is crucial to conduct thorough inspections at least twice a week, ensuring that all systems are functioning properly and that there are no potential errors during guest arrivals.
Incorporating a world time clock at the Front Desk enhances the luxury of the reception area while providing guests with essential time information Additionally, maintaining the flower pots in pristine condition is crucial for creating a fresh and inviting atmosphere as customers enter the reception hall.
Regular maintenance of the air-conditioning system in the lobby is essential to prevent water droplets from dripping onto the floor, which can create slippery and unsafe conditions while also detracting from the area’s aesthetics Keeping the air conditioner set at an optimal temperature ensures guest comfort and satisfaction.
To ensure the effective preservation of front desk facilities and equipment, it is crucial to raise staff awareness and responsibility Alongside regular maintenance, fostering a culture of consciousness among employees plays a vital role in safeguarding these resources.
Completing and improving the quality of labor:
- Employees must be friendly, highly responsible, hospitable When working, staff must always be thoughtful and meticulous in each job and comply with the labor regulations of the hotel.
To enhance customer satisfaction, enterprises should establish training programs focused on essential skills for employees These programs should include communication skills, situational handling abilities, and an understanding of customer psychology By equipping hotel staff with these vital competencies, businesses can ensure that their team consistently meets and exceeds customer expectations.
To enhance guest communication, Dan Oaisis Hotel should prioritize training staff in Korean and Chinese By offering specialized language classes and inviting foreign language instructors, the hotel can empower employees with essential skills This initiative will not only boost staff confidence but also improve interactions with international guests, ultimately elevating the overall guest experience.
A key requirement for receptionists is proficiency in using office and hotel reception computers They should be familiar with essential software applications like Word and Excel, with a particular emphasis on the Smile hotel management software.
The Recruitment Department of Dan Oasis is dedicated to attracting highly qualified and youthful employees to enhance the hotel's image and vitality Additionally, it is essential to identify and replace staff members who lack dedication and commitment to their roles, ensuring that only those who are eager to contribute their skills to the hotel remain.
The hotel implements a structured regime and conducts monthly evaluations of its staff, emphasizing the importance of employee performance To enhance motivation and job satisfaction, the management board should consider introducing more rewarding incentives, including salary increases, bonuses, and additional leave options.
Intensifying the relationship between the parts:
CONCLUSIONS AND SUGGESTIONS
Conclusion
In recent years, the global hospitality industry has experienced significant growth, leading to an increased demand for high-quality services from customers.
To enhance customer experience and satisfaction, it is essential to address weaknesses and cultivate strengths, particularly within the hotel lobby A professional receptionist plays a crucial role in creating a positive first impression, ultimately leading to higher levels of customer satisfaction.
My internship at the Dan Oasis Hotel provided me with valuable insights into the flourishing smoke-free industry, while also enhancing my personal skills This experience has equipped me to offer informed observations about the reception department in my thesis.
I sincerely appreciate the Faculty of English teachers for sharing their invaluable knowledge with me A special thanks goes to Ms Nguyen Thi Dieu Tram, M.A., for her dedicated guidance and support in helping me successfully complete my graduation thesis.
Although I have tried very hard, my knowledge and experience are limited, and it also the first time I met and worked at the hotel, so my thesis still lacks in presentation, evaluation and suggestions I look forward to receiving your sympathy and comments I sincerely thank!
Suggestions
Suggestions for the Faculty of English of Duy Tan University:
At Dan Oasis Hotel, I observed that students often struggle with communication, particularly when interacting with foreigners during their university studies Many lack confidence in their communication skills, highlighting the need for universities to foster more practical engagement opportunities To address this, institutions should consider organizing monthly clubs that facilitate student exchanges and enhance their communication abilities.
As an English language major within the tourism field, it is essential for universities to organize field trips and relevant courses that enable students to apply specialized language skills These practical experiences allow students to observe and practice their knowledge, bridging the gap between academic learning and real-world application.
University training for a second foreign language, such as Chinese or Japanese, should emphasize targeted skill development, particularly in listening and speaking This focus will enhance students' language proficiency and overall communication abilities.
Finally, the university should also organize career seminars or business exchanges for students to understand the future work orientation.
[1] Mr Morcel Gotie, Tourism and Hotel (2015)
[2] Đồng chủ biên Nguyên Văn Mạnh, Hoàng Thị Lan Hương(2004), Giáo trình Quản trị kinh doanh khách sạn, NXB Lao động và Xã Hội
Wifi, Internet : Free wifi in all rooms ( No password).
Children 2-6 year(s): Stay for free if using existing bedding.
Drink: Restaurants and coffee shops : From 6 am to 10 pm.
BBQ: Every Saturday evening, from 6:30 pm to 9 pm
Free self parking is available on site.
Bar: From 8 pm to 11 pm.
Yoga : 6am - 8am and 5pm-7pm.
Massage : : From 9 am to 9 pm