AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO IMPROVING THE SERVICE QUALITY OF THE RECEPTION DEPARTMENT AT HAIAN BEACH HOTEL

MINISTRY OF EDUCATION AND TRAININGDUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION THESIS NGUYEN THI HONG VY AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO IMPROVING THE

MINISTRY OF EDUCATION AND TRAINING

DUY TAN UNIVERSITY FACULTY OF ENGLISH

GRADUATION THESIS

NGUYEN THI HONG VY

AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO IMPROVING THE SERVICE QUALITY OF THE RECEPTION

DEPARTMENT AT HAIAN BEACH HOTEL

DA NANG – MAY 2022

82 - DL

MINISTRY OF EDUCATION AND TRAINING

DUY TAN UNIVERSITY FACULTY OF ENGLISH

GRADUATION THESIS

NGUYEN THI HONG VY

AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO IMPROVING THE SERVICE QUALITY OF THE RECEPTION

DEPARTMENT AT HAIAN BEACH HOTEL

STUDENT CODE : 24207202646

DA NANG – MAY 2022

i GRADUATION PAPRE SUPPERVISOR: DUONG HUU PHUOC, M.A.

ACKNOWLEDGEMENT

In the process of completing this research paper, I have received greatdeal of helps, guidance and encouragements from teachers and friends

First of all, I would like to express my deepest thanks to my supervisor,

Mr Duong Huu Phuoc who given me suggestions on how to shape the studyand always been most willing and ready to give me valuable advice, helpfulcomments as well as correction of my research paper, who inspired us somuch to do this thesis

Secondly, I would like to express my gratitude to all teachers in foreignlanguage department of Duy Tan University for their lectures 4 years thathelp me much in completing this paper

Nothing more, I would like to sincerely thank HAIAN Beach Hotel forhelping me have a good environment, providing me with practical data tosuccessfully complete this graduation internship

Finally, my special thanks approve to my parents for their endless love,care and have most assistances and motivation me for the whole of my life Iwould also like to thank my brothers and sisters, friends and friends who havesupported and cared for me during the past time so that I can complete thethesis in the best way

ii GRADUATION PAPRE SUPPERVISOR: DUONG HUU PHUOC, M.A.

STATEMENT OF AUTHORSHIP

I declare that, to the best of my knowledge, this paper contains nopreviously published content It does not use any material previouslysubmitted for a degree or certificate at my university, in whole or in part,unless a proper reference is included in the text

Without acknowledgment in the graduation paper, no other person'swork has been utilised

This thesis has not been submitted to any other educational institutionfor the award of a degree or diploma

Da Nang, May 2022

Student

NGUYEN THI HONG VY

iii GRADUATION PAPRE SUPPERVISOR: DUONG HUU PHUOC, M.A.

ABSTRACT

This graduate paper researches the service process and gives somesuggestions to improve the service process of the Front desk at HAIANBEACH Hotel Besides the factor of service quality, the receptionist's process

of service is an important factor affecting the business activities of any travelbusiness.After discussing those problems, I would like to point out the strongpoints and weak points of reception department From this, I can give somesuggestion to improve its service process

iv GRADUATION PAPRE SUPPERVISOR: DUONG HUU PHUOC, M.A.

LIST OF TABLES

Table 1 The workforce qualification of the Front Desk office at HBH 28

Table 2 The age of the hotel receptionist HAIAN Beach 31

Table 3 Standards of the front office department’s 32

Table 5 shows the percentage of customers who madereservations through various sources 33

Table 6 Quality of Service Welcomes Guest 35

Table 7 Customer Satisfaction on Check-in time 36

Table 8 Customer Satisfaction on Check-out time 37

Table 9 Service attitude of HBH front desk 38

Table 10 shows the number of guests staying at HAIAN Beach hotels , broken down by source of visitors 39

Table 11 shows the number of guests to the 40

Table 12 shows the rate of tourist satisfaction with the policies of the HAIAN Beach hotel 42

v GRADUATION PAPRE SUPPERVISOR: DUONG HUU PHUOC, M.A.

LIST OF FIGURES

Diagram1: The Structure of the Reception Department 11Diagram 2 HAIAN Beach Hotel’s Organization 19Diagram 3 Front Office Department 22

vi GRADUATION PAPRE SUPPERVISOR: DUONG HUU PHUOC, M.A.

LIST OF CHART

Chart 1 Foreign Language Skills of HAIAAN Beach Hotel's Receptionist .29Chart 2 Rate of Reservation Guests 34Chart 3 From 2018 to 2020, the proportion of tourists by type of visitor 41

vii GRADUATION PAPRE SUPPERVISOR: DUONG HUU PHUOC, M.A.

LIST OF ABBREVIATIONS

GSA : Guest Service Officer

HBH : HAIAN BEACH HOTEL

DTU : Duy Tân University

viii GRADUATION PAPRE SUPPERVISOR: DUONG HUU PHUOC, M.A.

TABLE OF CONTENTS

ACKNOWLEDGEMENT i

STATEMENT OF AUTHORSHIP ii

ABSTRACT iii

LIST OF TABLES iv

LIST OF FIGURES v

LIST OF CHART vi

LIST OF ABBREVIATIONS vii

CHAPTER 1: INTRODUCTION 1

1.1 Justification 1

1.2 Goals and Objectives 2

1.2.1 Goals 2

1.2.2 Objectives 2

1.3 The Study's Scope 2

1.4 The Study's Method 2

1.5 The Study's Organization 3

CHAPTER 2: THEORETICAL BACKGROUND 4

2.1 Hotel 4

2.1.1 Definitions 4

2.1.2 Categorization 4

2.1.2.1 Size-based classification 4

2.1.2.2 Clientele and Location-Based Classification 5

2.1.2.3 Star-Based Classification 6

2.1.2.4 Staying Duration-Based Classification 8

2.2 Reception Department 10

2.2.1 Definitions of Reception Department 10

2.2.2 Functions of Reception Department 10

ix GRADUATION PAPRE SUPPERVISOR: DUONG HUU PHUOC, M.A.

2.2.3 Reception Department Organizational Structure 11

2.3 Hotel Receptionist 11

2.3.1 Roles of the Receptionist 11

2.3.1.1 Receiving Guest Room Registration 12

2.3.1.2 Providing Service to Guests During Their Stay 12

2.3.1.3 The Customer Service Process of the Receptionist 13

2.3.2 Hotel Receptionist Qualifications 14

2.3.3 The Hotel Reception Department's Costume Style 15

CHAPTER 3: DESCRIPTION OF THE CASE 16

3.1 Overview of the HAIAN Beach Hotel 16

3.1.1 A General Overview 16

3.1.2 The Location and Architecture of the HAIAN Beach Hotel 17

3.1.3 The Establishment and Development of the HAIAN Beach Hotel19 3.1.4 Organizational Chart of the HAIAN Beach Hotel 19

3.2 HAIAN Beach Hotel Reception Department 20

3.2.1 The HAIAN Beach Hotel's Reception Department's Location 20

3.2.2 Reception Department Roles at the HAIAN Beach Hotel 21

3.2.3 Human Resources at the HAIAN Beach Hotel's Front Desk 21

3.2.4 Structure of the Reception Department 22

3.3 HAIAN Beach Hotel Services 23

3.4 Room Amenities at the HAIAN Beach Hotel 24

CHAPTER 4: EVALUATION AND ANALYSIS 28

4.1 A Current Assessment of the HAIAN Beach Hotel 28

4.2 Facilities 32

4.3 Services 33

4.3.1 Reservations 33

4.3.2 Greetings 35

x GRADUATION PAPRE SUPPERVISOR: DUONG HUU PHUOC, M.A.

4.3.3 Procedures for Checking in and Checking Out 36

4.3.3.1Check-in 36

4.3.4 Attitude of Service 37

4.4 Arriving Guests 39

4.4.1 Tourist Attractions 39

4.5 Customer Attraction Policies 42

CHAPTER 5: DIFFICULTIES AND SOLUTIONS 45

5.1 Difficulties 45

5.2 Solutions 46

5.2.1 Enhance the HBH lobby's quality of services 46

5.2.2 Solutions for HBH's front desk department 47

5.2.2.1 Improve the receptionist's foreign language skills 47

5.2.2.2 Develop the receptionist's qualities and morals, particularly how to interact with guests 48

5.2.2.3 Fostering and paying more attention to the receptionist's material and spiritual lives 49

5.2.3 HBH's front desk department's service method is being improved 50

5.2.4 Alternative options 51

CHAPTER 6: CONCLUSIONS AND RECOMMENDATIONS 53

6.1 Conclusion 53

6.2 Recommendations 53

QUESTIONAIRE 55

REFERENCES 57

COMMENTS OF THE SUPERVISOR 58

CHAPTER 1: INTRODUCTION

1.1 Justification

In recent years, global tourism has made significant progress and hasasserted itself as an important part of the global economy It became one ofthe fields that drew everyone's attention Furthermore, tourism has evolvedinto a fundamental requirement of people in modern society, contributing tothe national economy, providing jobs, raising people's income, and facilitatingcross-national integration, all of which contribute to the creation of a world ofpeace, friendship, and prosperity We make friends with all countries in theglobe as our country transitions from a backward, bureaucratic, andsubsidized economy to a market one with an open door policy to all nations.Tourism is one of Vietnam's most important industries, because to thecountry's quantity and diversity of natural resources Today, visitors andtravelers regard Vietnam to be a safe and welcoming place Along with thegrowth of tourism in Vietnam, Da Nang has made significant strides in itsdevelopment

After the covid pandemic slowed the tourism industry in the world,leaving many holes in business activities And now tourism is graduallyrecovering, a good sign To serve tourists the best services, all hotels havesolutions to overcome the missing mistakes in the tourism business process.During my internship at HBH, I noticed that there are a number of ways toimprove and improve the service process of the Front desk From the aboveawareness, during my internship at HBH, Da Nang city, I decided to choosethe topic " An Investigation into the Real Situation and Some Solutions toImproving the Service Quality of the Reception Department at HaiAn Beachhotel”

1.2 Goals and Objectives

The goal of this research is to

- Investigate broad concerns concerning the functioning of the receptiondepartment, the theoretical foundation of the service process, and issuesrelating to improving the front desk service process at a hotel

- At the HBH's reception desk, assess the business situation, advantages,and disadvantages in service activities

- Make some suggestions and solutions to improve the front desk'sservice process

1.3 The Study's Scope

Following an internship at the HAIAN Beach Hotel, I discovered a slew

of unresolved issues So there was a lot of study to be done on this hotel, and Iopted to write that paper In this essay, I investigate the consumer market,geography, product and service characteristics, and the situation at the frontdesk as a foundation for assessing operational efficiency and offeringimplementation solutions

1.4 The Study's Method

In this study, I used some methods to support my work:

- Firstly, I used the collection method to get information and figures bycontacting with the DOH staff and accounting department for essential data

- Secondly, use qualitative method based on theories available fromsubjects such as Principles of Reception English, Overview Tourism,Overview of Industry Stay in order to the practice and actual observations atHAIAN Beach hotel

- Finally, I use analytical methods and survey methods to evaluate,compare, and then draw conclusions as the basis for the suggestions

1.5 The Study's Organization

This study was carried out at the HAIAN Beach Hotel and is dividedinto three parts Part A is the introduction to the graduation paper, whichincludes the reasoning, goals and objectives, The Study's Scope, The Study'sMethod, and The Study's Organization Part B discusses the development and

is divided into three chapters: "Chapter II is a theoretical background abouthotels and front-office quality, chapter III is a description of the casedescribing the overview of HAIAN Beach Hotel and the real situation of thefront-office at this hotel, and chapter III is an analysis and evaluation of theproblems." Part C concludes with recommendations for improving the frontdesk quality at the HAIAN Beach Hotel Finally, we can have a betterunderstanding of the existing situation at the HAIAN Beach hotel and proposesome suggestions

CHAPTER 2: THEORETICAL BACKGROUND

or unkempt) or is not in a position to pay for the services

A hotel is an establishment that provides paid accommodation,generally for a short duration of stay.The facility has a number of rooms, eachwith beds, duvets, cushions, a bathroom, and everything else necessary for aguest's stay The amenities provided differ every resort, but they are alldesigned to meet the needs and desires of the consumer The service / productprovided is proportional to the price paid, and in some cases, not only theroom night but also access to restaurants, spas, swimming pools, conferencespaces, business centers, daycare, and cleaning service are included in theprice What is included and how much is included varies every hotel The cost

of renting a room is determined by elements such as the hotel's location, thesurrounding market, the hotel's quality, the size, quality, and policy of theroom There are a variety of sorts as well

2.1.2 Categorization

2.1.2.1 Size-based classification

Using the size parameter, hotels can be classified into;

• Small Hotels: These are hotels whose number of guest rooms does not

exceed 25

• Medium Hotels: They include hotels with the number of guest rooms

ranging between 26 and 100

• Large Hotels: These are hotels whose number of guest rooms ranges

between 101 and 300

• Very large Hotels: These are hotels with more than 300 guest rooms

2.1.2.2 Clientele and Location-Based Classification

Based on location, hotels can be categorized into;

• Downtown Hotels: They are usually within or close to a city's business

center, public offices, shopping areas, and theatres

• Sub-urban Hotels: These are hotels built closer to the city's outskirts,

with similar facilities as those in downtown hotels

• Resort Hotels: They are located in tourist destinations, such as sea

beaches, hill stations, and the countryside, and are characterized by a natural,calm ambiance

• Airport Hotels: These hotels are developed near airports to offer

commercial services and are patronized by stopover passengers

• Motels: Motels are usually located along highways to offer modest

lodging services

• Floatels: These are lodging properties designed to float on the water

surface and can be constructed atop semi-submersible platforms or rats

• Rotels: The hotels which rotate on wheel are called Rotels It is also

called Motel on wheels

• Commercial or Business Hotels: Designed to cater to the business

traveller, commercial hotels are generally situated in the city centre

• Transient Hotels: Transient hotels cater to the needs of people who are

on the move and need a stopover en-route their journey

• Boutique Hotels: These are very small and expensive hotels and

mainly cater for elite class

• Residential Hotels: As the name suggest, residential hotels provide

accommodation for longer duration

• Suite Hotels: Suite hotels provide the highest level of personalized

services to guest

•Bed and Breakfast Hotels: They include lodging establishments

operated in the residence of large families

• Casino Hotels: They are primarily meant to offer gambling facilities,

attracting their clientele through gambling promotions, extravagant shows,and charter flight services to clients

• Conference Centers: They are designed to provide services to

conference delegations by availing rooms, conference halls, meals and drinks,flip charts, whiteboards, as well as overhead projectors together with screens,public address systems, and computers

• Green Hotels:These are properties that are environmentally-friendly,

developed, and managed with the aim to institute water and energy-savingprograms, as well as reducing solid waste

2.1.2.3 Star-Based Classification

This categorization rates hotels on a scale of 1-5, as listed below;

+ 1 Star Hotels: These include all the smaller hotels under the

management of a proprietor 1 Star hotels are generally characterized by apersonal atmosphere and are often located within the vicinity of affordableattraction sites or a major intersection with convenient transportation Thesehotels have basic but clean furnishings, and most of them may lack an on-site

restaurant, though they are generally within reach by walking 1 Star hotelsneed to have 10 lettable bedrooms or more, 25% of which should be equippedwith an attached bathroom Every 4 of the remaining rooms should share abathroom Moreover, 25% of the bathrooms should be equipped with WesternWCs The reception counter should have a telephone for use by the guests.

+ 2 Star Hotels: These hotels should be developed in a suitable locality

with beautiful environs They need to have a reception counter that has atelephone for use by the guests Furthermore, all the private and public roomsshould be equipped with air conditioning facilities and support quality 2 Starhotels need to hire experienced, efficient and courteous staff that is always inpresentable, clean uniforms They should have a minimum of 10 lettablerooms, of which 75% need to have attached bathrooms fitted with showers.Also, a minimum of 25% of the rooms needs to be equipped with airconditioning facilities Each guest room should have telephone services, aswell as a radio or background music, and they need to be furnished withcurtains, carpets, and high-standard luxurious furniture

+ 3 Star Hotels: They have spacious accommodation, decorated lobbies,

and efficient staff These hotels are generally located in business areas withhigh-standard environs 3-star hotels are equipped with furnished diningrooms, with a minimum of 20 lettable rooms, all attached with bathrooms thatoffer long baths Also, at least half the number of the rooms need to have airconditioning facilities, as well as furnished, high-standard furniture, carpets,and curtains The hotels have a reception, information, finance counter, andconference facilities, all attended by qualified, highly trained, and experiencedpersonnel Laundry serviced are provided, together with high-endhousekeeping services, and each guest room should have telephone services,radio, or background music

+ 4 Star Hotels: These hotels are found in areas with distinct

architectural features and high-standard immediate environs The hotels have

a reception, information, finance counter, and conference facilities, allattended by qualified, highly trained, and experienced personnel The hotelsneed to have a minimum of 25 lettable rooms, all attached with bathroomsthat offer long baths 4 Star hotels have a separate special restaurant designedwith dancing facilities Also, each guest room should have telephone services,radio, or background music

+ 5 Star Hotels: These hotels are found in areas with distinct

architectural features and high-standard immediate environs The hotels have

a reception, information and finance counter, as well as conference facilitiesall attended by qualified, highly trained and experienced personnel Thehotels need to have a minimum of 25 lettable rooms, all attached withbathrooms that offer long baths Moreover, laundry serviced are provided,together with high-end housekeeping services, and each guest room shouldhave telephone services, radio, or background music The swimming poolshould be available and ample parking space

2.1.2.4 Staying Duration-Based Classification

Commercial Hotels People can only stay in these hotels for a few

days or a week

Transient Hotels These are hotels in which most of the guests (75%)

are en route residents who stop to spend a short period at the hotel beforeproceeding with their journey

Semi-resident Hotels They are hotels that accommodate people

staying for some weeks or months before moving to another location

Apartment or Residential Hotels These hotels are apartments

offering a dining room, meal service, and maid service They can be luxurious

or moderately priced, and their rooms are usually sold on a yearly or monthlybasis Residential Hotels have operational restaurants, telephone services, aswell as valet and laundry services.

Extended-Stay Hotels: They are lodging-like hotels with features that

provide home-like amenities They offer discounts of about 7 days forextended stays and have laundry facilities, as well as guest rooms completewith kitchens These hotels are developed to cater to those guests that decide

to stay for a certain period However, they also receive the guests that intend

to stay for shorter periods their there is sufficient space The long-stayingguests are attracted by the cut in room prices based on the time they spend atthe hotel Many of the guests arriving at these hotels are relocating families,businesses, as well as professional or technical guests These lodging brandsrange from three bedroomed apartments to guest rooms and studios Theguests arriving at these hotels can stay for a period ranging between one weekand 6 months The guest rooms are well-furnished with linen and havestocked kitchens Moreover, there are housekeeping services that are offered

on either a weekly or daily basis On top of these This graduate paper

researches the service process and gives some suggestions to improve theservice process of the Front desk at Dan Oasis Hotel Besides the factor ofservice quality, the receptionist's process of service is an important factoraffecting the business activities of any travel business.After discussing thoseproblems, I would like to point out the strong points and weak points ofreception department From this, I can give some suggestion to improve itsservice process, visitors may get the opportunity to use and enjoy swimmingpools, tennis courts, fitness centers, as well as limited meals and drinks

2.2 Reception Department

2.2.1 Definitions of Reception Department

The hotel's reception department that has the most contact withcustomers when coming to and staying at the hotel The front desk department

is located in the lobby of the hotel The front desk department and thehousekeeping department have a close relationship with each other The frontdesk department informs the housekeeping department that the guest room ischecked-in, check-out to have a cleaning plan

The reception is the main part in the lobby, the place for customers tocome to make reservations, book tables, respond to comments and answerquestions… The service quality of a restaurant or hotel depends greatly on theoperation of the front desk Professional, agile and skillful reception staff willhelp customers have sympathy and good impressions with the restaurant,hotel and vice versa

Receptionist is usually the first person to contact and work withcustomers, ensuring a good first impression for the hotel, deciding the success

of introducing and promoting the hotel brand image, attracting guests.potential customers and retain loyal customers

2.2.2 Functions of Reception Department

The receptionist, who represents the hotel directly to the guests, is thefirst person they meet when they arrive at the hotel All client inquiries will beshared and responded to by this department Reception also functions as thehotel's representative office, introducing, selling, and delivering services toguests Furthermore, the receptionist is in charge of immediately responding

to any issues, needs, or services that the hotel does not give

FRONT OFFICE MANAGER 2.2.3 Reception Department Organizational Structure

Diagram1: The Structure of the Reception Department

The figure depicts the front desk of a hotel's organizational structure Wecan see that the manager will be the department head People will manage thedepartment's work, divide and evaluate each employee's task Supervisor,receptionist, bell staff, and night auditor will all report to management Theseindividuals' jobs are very similar As a result, they work together to getwonderful results

2.3 Hotel Receptionist

2.3.1 Roles of the Receptionist

When entering any hotel, the hotel reception department is the first placecustomers come to And when leaving, this is also the place for customers tocheck out and complete the procedures.The more professional the reception,the more "scores" in the hearts of customers and make them want to return,the more profitable the hotel is The importance of reception in the hotel'soperations cannot be overstated It serves as the hotel's "nerve

NIGHT AUDITOR BELL STAFF

RECEPTIONIST SUPERVISOR

center,"coordinating the activities of the hotel's departments in order to meetthe needs of visitors and maintain the hotel's commercial objectives.

The hotel reception department has the roles of providing information,introducing and advising customers about the hotel's services Receiving andpromptly resolving complaints and requests of guests, bringing to themcustomer satisfaction.Receive reservations and arrange rooms forcustomers.Coordinate with related departments to ensure service and meet allguest requirements during their stay at the hotel.Do procedures for check in,check out, payment for guests upon arrival and departure The receptiondepartment with direct activities with guests, good impression, peace of mind,trust in the ability to serve customers, ready to buy, which means that thehotel sells products and services

2.3.1.1 Receiving Guest Room Registration

Tourists can make bookings in a variety of ways, including through hotelsales, trade companies, online, and front desk employees (at the hotelreception desk) The front desk personnel can sell rooms and provide clientsdiscounts based on their financial situation, making room sales moreconvenient and increasing hotel revenue Guests who have chosen a hotel willcall them or come to the front desk to make a reservation To swiftly reply tocustomers' reservation requests, the receptionist must have a thoroughunderstanding of the hotel room, hotel service, transportation, entertainmentservices, and local information

2.3.1.2 Providing Service to Guests During Their Stay

During your stay at the hotel, you can participate in the followingactivities:

Take requests for reservations from guests

Luggage and personal things are kept safe

Guests will receive information as well as a key to theiraccommodation.

Telephone, wake-up call, mail, mail, and fax services are all available

Only their jurisdiction is used to handle customer concerns

Take consumer requests and route them to the appropriate departments

Only their jurisdiction is used to handle customer concerns

Additional support services

2.3.1.3 The Customer Service Process of the Receptionist

* Prior to the arrival of guests at the hotel

- Hotel selection: The receptionist informs customers about the hotel'sservices Guests' decisions to use the hotel's services are influenced by anumber of factors:

Positive impression from previous stay

Hotel promotion

Recommendations from family and friends

The hotel's name and reputation

The hotel's location, quality, and service pricing

The receptionist's demeanor and comprehension

The staff's attitude and comprehension is a critical aspect Employeesmust be enthusiastic about their employment, capable of working, andknowledgeable

- Reservations for visitors: A reservation is made for guests by

* When guests check in to the hotel

- Hotel customers: Receptionist serves guests directly or coordinateswith other areas of the hotel to serve them The major goal of this stage is tomaximize visitor pleasure so that they will consume more services, return, orsuggest friends and relatives to the hotel, resulting in a future source of guests

and profit maximization During this time, the receptionist is responsible forreceiving and resolving any visitor concerns.

- During the stay, the receptionist keeps track of and updates the total ofthe guests' charges, which they must pay when they check out.thereceptionist When making a reservation, suggest that the receptionist be able

to react to the guest's request swiftly and accurately As a result, thereceptionist must be familiar with the circumstances, attributes, and rates ofeach room type

-The receptionist must create a registration form for the guest once thebooking request is accepted The information gathered during the bookingprocess will be prepared ahead of time with the application for visitorregistration, room layout, and hotel rate calculation

* Guests pay and depart the hotel

- Guests pay for check-out and depart the hotel: receptionist performsprocesses for guests and sees them off

- The main task is to pay, pass bills to customers, and return keys Toreduce guests' waiting time, receptionists must precisely update dailytransaction expenses and establish a good payment profile for them

- Delicate, enthusiastic, and attentive visitors to make guests sense thehotel's concern for them and to encourage them to return to the hotel in thefuture

2.3.2 Hotel Receptionist Qualifications

Depending on the size and class of the hotel, the requirements for thereceptionist also have different levels First and foremost, the receptionist hasreceived training from universities, colleges, and vocational training programsspecializing in tourism and hotel management Having knowledge andtraining in reception skills Ability to communicate with guests and salesskills Understand and master the regulations and legal documents of thetourism industry and related management agencies guests and hotel business

Mastering the rules and regulations of hotel management; rules for employees

in the hotel, in the reception department; Objectives, business direction,ability to provide services of the hotel Have basic knowledge of accounting,payment, statistics, marketing and office administration Know the touristattractions of the hotel Locality, services to serve guests inside and outsidethe hotel Have basic knowledge about the political, economic, social,security, propaganda and advertising situation

2.3.3 The Hotel Reception Department's Costume Style

Reception is considered the face of the hotel, is the first department tocontact customers and decide whether to stay or leave customers In addition

to service attitude, communication ability, warm and friendly gestures anextremely important factor that managers often ignore or do not pay attention

to is the dress - uniform of the receptionist hotel.Three gold standards inchoosing hotel receptionist uniforms To begin, the fabric should be airy, non-wrinkle, non-fade, have good elasticity, and be sweat absorbent This willgive the receptionist confidence when greeting and meeting customers.Second, the color of the hotel receptionist's uniform is the focus, and its colordesign impresses clients Customers will be less confused when looking at thehotel receptionist if the uniform has 1-2 colors Combining primary andsecondary colors in the hotel reception uniform will make it more eye-catching, accented, and subtle Using soft hues, mostly cool colors like black,gray, and blue, will assist the hotel reception uniform become more traditionaland polite The appearance of the hotel receptionist's uniform also helps toattract clients and encourage them to use the hotel's services Thereceptionist's uniform can be sewn in the traditional Ao dai style, a WesternEuropean style that emanates elegance while including traditional Vietnamesecharacteristics, or a modern version with the vest and legs Dress with simpleyet delicate hues, a bow, and a shirt to emphasize the receptionist'syouthfulness

CHAPTER 3: DESCRIPTION OF THE CASE 3.1 Overview of the HAIAN Beach Hotel.

3.1.1 A General Overview

The HAIAN Beach Hotel is a four-star service hotel in DaNang Hotelsnear My Khe beach are always a form of accommodation chosen by manytourists because of their great location to easily experience one of the mostbeautiful beaches on the planet This location also offers extra facilities such

as a spa, Sky Pool, beach club, children's play area, and so on All of thiscontributes to visitors having the most unforgettable vacation experiencepossible On the 22nd level, guests can relax in a luxury infinity pool whileoverlooking the picturesque My Khe beach HAIAN Beach Hotel is afantastic choice for your stay in Da Nang, regardless of your reason forvisiting This 21-story hotel offers luxury rooms, world-class amenities, and afull range of 5-star international services for both leisure and businesstravelers The HAIAN Beach Hotel boasts 212 completely equipped roomswith cutting-edge facilities and decor

Basic information of the hotel:

- Address: 278 Vo Nguyen Giap, Ngu Hanh Son District, Danang

- Email: info@haianbeachhotelspa.com

- Website: http://www.haianbeachhotelspa.com/

- Tel: +84236 2228 666

3.1.2 The Location and Architecture of the HAIAN Beach Hotel.

HAIAN Beach Hotel Spa is one of the hotels with 5-star facilities andservices located in a prime location on the beach of Da Nang, with a 21-storybuilding that is ornate, sophisticated, and distinctive with the most modern,highest quality facilities to serve guests visiting Danang

From the lobby to the rooms, the hotel pays close attention to theslightest detail There is a system of 212 rooms designed in a modern style,taking full advantage of the sea The hotel has 5 types of rooms: City ViewOasis, Partial Sea View Oasis, Beach Front Oasis, Beach Front Diamond,

Royal Pen-House All sorts of rooms are completely furnished with modern

furniture and created in a delicate, minimalistic style with primary woodcolors to provide a comfortable and relaxing living area with views of Danangcity and the sea My Khe is lovely and will undoubtedly provide you with anice sense of relaxation.

3.1.3 The Establishment and Development of the HAIAN Beach Hotel

General Director

General Management

The HAIAN Beach Hotel first opened its doors in January of 2018.Despite the fact that it is a new hotel, it has drawn a large number of travelersfrom both inside and outside due to its unique design and standard 4-starservice

In 4 years of operation, the hotel has created a reputation as well asreached many peaks in revenue However, since the beginning of 2020, hotelsand other hotels in Da Nang have been severely affected by the COVID-19pandemic, which has slowed down the service industry But by the beginning

of 2022 HAIAN BEACH HOTEL has begun to develop gradually come backbecause the whole country had gradually controlled the covid pandemic

3.1.4 Organizational Chart of the HAIAN Beach Hotel

Diagram 2 HAIAN Beach Hotel’s Organization

(Source: HAIAN Beach Hotel)

Sale &

Marketing

The General Director, as shown in the diagram above, will be the hotel'sleader and will be responsible for all of the hotel's commercial activitiesbefore the law After that, there's the general manager, who will support thehotelier in his area of responsibility And departments like reception,housekeeping, IT, catering, security, sales & marketing, maintenance, humanresources, purchasing, accounting, and so on work to meet the income goalsset by superiors The departments support one another in their efforts to helpthe hotel meet its revenue and target goals.

3.2 HAIAN Beach Hotel Reception Department

3.2.1 The HAIAN Beach Hotel's Reception Department's Location

The importance of the front desk in hotel operations cannot beoverstated It acts as the "nervous center" of the hotel, customers will contact

to work directly to exchange related procedures with the front desk

Basic information of the front office:

- Email: info@haianbeachhotelspa.com

- Website: www.haianbeachhotelspa.com

- Tel: 0236 2228 666

3.2.2 Reception Department Roles at the HAIAN Beach Hotel

The occupation of hotel receptionist is one that plays a vital role in thesuccess or failure of the hotel business The hotel receptionist is the first andfinal person to greet, meet, and say goodbye to guests; individuals have asignificant part in advertising hotels, attracting, and maintaining customers

To fulfill and satisfy all customers' demands, the reception department serves

as a link between guests and the remainder of the hotel The receptiondepartment represents the rest of the department information about servicesfor guests such as food service, accommodation services, and entertainmentservices through operations such as booking, hotel registration, serving guestsduring their stay, paying off guests, exchanging information, and so on

3.2.3 Human Resources at the HAIAN Beach Hotel's Front Desk.

Because of this, the HAIAN Beach hotel's human resources are limited.Brief about the personnel work of HAIAN Beach Hotel's receptionist A frontoffice department will include the manager, supervisor, receptionist, bell man,night auditor After the recovery of the Covid pandemic, the hotel is nowgradually recovering the team with 15 employees at the front desk Including

2 manager, 2 supervisor, 8 receptionists, 2 bell man and only 1 night auditor.All staff are trying hard to go through the difficult period to move forwarddevelopment hotel redevelopment

3.2.4 Structure of the Reception Department

Diagram 3 Front Office Department

(Source: HAIAN Beach Hotel)

Front Office Manager

At the request of hotel management and investors, perform variousresponsibilities Welcome and bid farewell to VIP visitors, frequent clients,and long-term visitors Supervise and evaluate employees' abilities to work.subordinates in order to increase staff productivity and work efficiency Meetwith the night duty manager to get an update on the situation from theprevious day and night Courses should be planned, organized, andimplemented Employees in the department will receive professional training.Participate in interviews directly and negotiate salary for new hires

Receptionist Supervisor and Receptionist

Both the supervisor and the receptionist are in charge of the same tasks.Monitoring, on the other hand, is responsible for keeping track of howquickly work is completed and whether staff are working well The

Receptionist

Receptionist Supervisor

Night Auditor

BellmanFront Office Manager