Internship report at Research and improve the quality of accommodation service at tqt 2 hotel

Trường Đại học Thương Mại THUONGMAI UNIVERSITY TOULON UNIVERSITY TUTORED PROJECT February 2023 UTM // UTLN, Licence professionnelle Métiers du Tourisme Professional Bachelor in Tourism and Leisure tra[.]

TUTORED PROJECT February 2023

UTM // UTLN, Licence professionnelle Métiers du Tourisme Professional Bachelor in

Tourism and Leisure trades

(English Promotion) CN17-DLA2 GROUP 8

Nguyen Thu TrangTran Ngoc AnhNguyen Quynh Anh

Vu Tien HoangQuach Duong Thanh

TOPIC OF THE TUTORED PROJECT

“Research and improve the quality of accommodation service at TQT 2 Hotel” Tutor in university

Duong Thi Hong Nhung

Hanoi, March 06th, 2023

TABLE OF CONTENTS

PREFACE 5

1.The reason to choose topic 5

2 The aim of the project 5

3 The structure of the topic 6

CHAPTER 1: INTRODUCTION ABOUT TQT 2 HOTEL 7

1.1 Overview of TQT 2 Hotel 7

1.2 Organization structure of TQT 2 Hotel 8

1.3 Range of products 10

1.4 Customer market 10

1.5 Competitors: 11

1.6 Overall assessment of TQT2 Hotel 11

CHAPTER 2: PROJECT IMPLEMENTATION 13

1 The organization methods 13

2 Project implementation 14

2.1: TQT 2 Hotel’s recent accommodation service status 14

2.1.1: Accommodation business 14

CHAPTER 3: SITUATION OF CUSTOMER SERVICE AT TQT2 HOTEL 18

1: Measure of accommodation service quality 18

2: Research methods 19

3: Situation of researching the accommodation services process at TQT2 Hotel 20

3.1: The factor that effect accommodation service 20

3.1.1 Facilities 20

3.1.2 Staff management 22

3.1.3: Service process 23

3.2 External factors 24

3.2.1: Customer Service quality 24

3.2:2 First impressions of the hotel 25

3.2.3 Other factors 25

3.4.1: Success and limitations through survey 26

3.4.2 Solution: 27

3.4.2.1 Improve the quality of staff 28

3.4.2.2 Improve the quality of equipment and room furniture 29

3.4.2.3: Focus on promoting the accommodation status 30

CHAPTER4: Difficulties in project implementation-Solutions- Result 31

4.1:Difficulties 31

4.2: Solution 31

4.3: Result 32

CHAPTER 5: Internship summary conclusion 33

Experience and knowledge gained 33

THE PROFILE SHEET

1 The reason to choose the topic

The number of accommodation establishments in Vietnam has grown continuously inrecent years, despite fluctuations in the tourism industry According to the Vietnam NationalAdministration of Tourism, in just 5 years, the number of accommodation establishments hasmore than doubled, from more than 17,422 establishments with about 370,907 rooms (in2017) to about 38,000 establishments with 780,000 rooms (in 2021) In 2019 - the "peak"year in terms of tourists, the national average capacity of rooms only reached 52% By 2021,due to the Covid-19 epidemic, the country's average room capacity is only 5%

Mr John Gardner - CEO of Archipelago Indochina Group said that Vietnam is entering

a boom period for hotels, similar to Thailand about 20 or 30 years ago The hotel developershave realized this, thus forming a series of hotels and resorts across the country This hasattracted international hotel brands to Vietnam, with the signing of new managementcooperation contracts This is a positive for Vietnam's tourism industry and will be a bigboost to the economy while bringing thousands of jobs and profits to investors

However, Mr John Gardner also issued a warning to the Vietnamese hotel industry:

"Oversupply may occur, leading to price competition, affecting service quality and customerexperience, and ultimately affecting customer experience Not only that, if there are noregulations, regulations, and controls from the local government, it can easily lead to negativeimpacts on the environment." The number of accommodation establishments has increasedrapidly while human resources have not been able to meet the demand, even there is also aloss after the Covid-19 pandemic, which is posing a big challenge The shortage of humanresources, especially high-quality human resources, is also one of the obstacles that need to

be overcome soon, to help Vietnam's hotel industry restore business operations as well asquality and quantity of service

TQT 2 Hotel is also facing these difficulties Since the Covid-19 pandemic took place

In addition, due to being closed for some time due to the epidemic, there quite a fewemployees were leaving to staff shortages and affecting service quality In the current fiercecompetition, to become more complete and be able to give customers a new, memorable, andworthy experience, the quality of service at TQT hotel is a priority most first Therefore, wedecided to choose the topic: "Research and how to improve the quality of accommodationservices at TQT Hanoi Hotel"

2 The aim of the project

Propose several solutions to promote strengths, overcome weaknesses to improve thequality of customer care activities of TQT 2 Hotel to keep existing customers, develop newcustomers, improve satisfaction customers, and reduce business costs thereby helpingbusinesses develop sustainably, improve competitiveness in the market, increase revenue andexpand market share

3 The structure of the topic

In addition to the list of pictures, tables, figures, charts, preface, conclusion andappendices, the main content of the thesis consists of 5 chapters:

Chapter 1: Introduction of TQT 2 Hotel

Chapter 2: Project Implementation

Chapter 3: Situation of customer services at TQT 2 Hotel

Chapter 4: Difficulties in project implementation-Solutions- Result

Chapter 5: Internship summary conclusion

CHAPTER 1: INTRODUCTION ABOUT TQT 2 HOTEL

1.1 Overview of TQT 2 Hotel

Figure 1.1: Logo of TQT 2 Hotel 1

Full name: General Confederation Guest-house

Abbreviated name: TQT 2 Hotel

Established date: January 21, 1997

Representative: Vietnam General Confederation of Labor

Co - Founder: Mr Tran Tuan Nha - Chief Executive Officer

Resort location: 95 Tran Quoc Toan street, Hoan Kiem district, Hanoi, Vietnam

a cool environment, a beautiful setting, and 139 fully equipped, elegant, and hospitable roomsthat correspond to 4-star service standards

- Effectively use business capital and technical facilities

- Profitable business and gradually accumulating for expanded reproduction

- Fulfilling obligations to the State, taking care of the material and spiritual life ofemployees Fostering and improving the qualifications of the staff to meet the new situation

of the market

- Develop and organize the implementation of long-term and short-term plans forbusiness services related to domestic and foreign tourism by the laws of the State and theguidance of the Vietnam National Administration of Tourism at the same time Definebusiness strategy and develop hotel plans and goals

- Organize research to improve labor productivity, apply communication skills, andimprove service quality following customer requirements and information needs

FUNCTION:

- Organize to serve guests with 130 luxurious and comfortable rooms

- Luxury restaurant with delicious, beautiful Asian dishes, a rich menu, and reasonableprices

- Provide conference and seminar services with a variety of meeting rooms from

50-350 seats and are equipped with modern international standards

- Provide domestic and international air ticket services

- Organizing a wedding party package with a delicious and attractive menu, reasonableprices, and enthusiastic and attentive staff Accompanied by perfect services such as MC,band…

1.2 Organization structure of TQT 2 Hotel

Figure 1.2: The organization structure of TQT 2 Hotel

 The Board of Directions:

Responsible for managing the entire hotel, making the hotel operate effectively, makingbusiness plans, coordinating the departments in the hotel in a rhythmic manner, andmatching, urging and directing the work of the departments

 Labor and Wage Organization Department:

Periodically evaluate the work of employees and promote fair rewards and

bonus, leave, sick leave of the hotel staff…

Received from other departments and laundered all dirty clothes of guests, dirty linen

of the hotel such as sheets, blankets, pillowcases, linens

 Font Office:

Responsible for welcoming, receiving guests, conducting check-out and check-inprocedures, coordinating with other departments to satisfy the needs of guests

 Food and Beverage:

- Advising the director in pricing dishes, making menu changes to suit the actualsituation of the market

- Maintain and improve the restaurant and customer service quality, ensure the training

of new employees to meet the development requirements of the restaurant and hotel Set uprules and regulations for the restaurant area, the kitchen participates in handling personnelissues when necessary

- To be responsible to the director for the preparation of dishes in the hotel, to ensurethe hygiene for guests in eating and to ensure the quality before serving meals to employees

 Housekeeping Department:

This is the department responsible for the accommodation segment in the hotel Thisdivision consists of 3 groups: Room Attendance, Engineering Department and CleaningDepartment

The duties of this department include:

- Advise the Director on the development of hotel accommodation services to betterserve and match the requirements of customers

- Ensure maximum daily customer service needs, accommodation needs of guests at thehotel Provide services available in the hotel's rooms for guests (resting, dining, etc.) Ensureguests' requests about the services that the hotel has

- To be responsible to the director for all work in the room area related to hygiene,room service, order and safety in the area, sale of goods and services in the room, proceduresand techniques of service

- Be responsible to the director for all work in the lobby area, corridors, stairs, parkingarea and public restrooms related to hygiene and environmental landscape, ensuring the hotelenvironment always clean

- To be responsible to the director for ensuring electricity, water, technicalmanagement, and maintenance of equipment in all parts of the hotel.

 Organization - Administration Department:

Gather quick reports from departments and submit them to the general director,organize transaction meetings with partners The administrative department manages 22affiliated groups: Food Runner Team and Administrative Office

 Accounting Finance Department:

Manage all revenues and expenditures of the hotel and report to superiors in the abovedepartments, the board of directors, the labor and salary organization, and the informationdepartment have functions in line with the training objectives majoring in tourism and hotelmanagement In the organizational structure of the hotel, the departments work closelytogether for the following purposes:

o Unify all activities in the organizational structure, towards the realization of thecommon goal of the hotel, which is to put the hotel into operation effectively, more and moreprofitable, and the size of the hotel's business field increasingly expanded

o Create a smooth flow of information between management levels, departments,departments in the organizational structure and in each individual department

o Ensure a close relationship between enterprises and business partners such as: rawmaterial suppliers, travel agents, friends, customers, competitors, macro managementagencies and social organizations

The hotel belongs to the Hanoi Labor Confederation with tens of thousands of officialsand employees throughout the country, every year these officers and employees regularlywork, practice, train, hold conferences, seminars, etc and travel according to the regimeprescribed by the state This is a very large source of visitors that the exploitation advantagebelongs to the tourism business units in the industry

Foreign tourists

Conference guests

Business

Retail customer

Chart 1.4: TQT 2 Hotel ‘s customer

We were able to acquire the results of the client market at TQT2 Hotel after weimplemented this survey The majority of responses to this question came from conferenceattendees, accounting for 56% of all responses Next came business guests, accounting for22% of responses, followed by retail customers, accounting for 18% of responses, andfinally, the last international visitor, accounting for 4% of responses

1.5 Competitors:

Tourism for MICE events is a business for TQT 2 Hotel This kind of work has gainedpopularity recently as a result of the large number of delegations from domestic andinternational corporations and companies that have visited Vietnam in recent years to look forinvestment in production following the COVID-19 outbreak As a result, TQT 2 hotel faces anumber of rivals on the domestic market These include the Cong Doan Quang Ba Hotel, JWMarriott, Pan Pacific, Hotel Du Parc Hanoi, and Sheraton These rivals have one thing incommon: they all feature conference rooms with lots of amenities, a big capacity, andinexpensive pricing

1.6 Overall assessment of TQT2 Hotel

When delegations arrive in Hanoi, the TQT 2 Hotel is regarded as a top choice TheTQT 2 Hotel, which is a member of the Vietnam General Confederation of Labor, offersexceptional quality and service in addition to being completely furnished with amenities It isnot only regarded as a location for hosting seminars, but also a place many tourists choose tostay when traveling The growth of Vietnam's tourism industry has benefited greatly from thework of TQT 2 Hotel The TQT 2 Hotel and its staff are continually working to create plansfor improving service quality in general, and accommodation service quality in particular.Any successful strategy must be built upon a comprehensive understanding of thecompany's current situation, including its opportunities, threats, strengths, and weaknesses.This aids the business in highlighting its strengths and minimizing its faults:

- There are many types of rooms suitable for

different families

- Cheap room rates are suitable for many types of

customers when using accommodation services

- Enthusiastic room service staff

- Has location, large space

The MICE tourism market is developing strongly

when Vietnam is a potential investment market

With a hotel with a good geographical location like

TQT 2 and a well-known name among tourists, this

will be an opportunity for domestic and foreign

tourists to use the accommodation service to

organize seminars

Threats

- There are many 5-star hotels with conference rooms, large capacity andmany facilities

Table 1.2: TQT 2 Hotel’s SWOT analysis

CHAPTER 2: PROJECT IMPLEMENTATION

1 The organization methods

N

1 Making a project plan

- What is the goal of the project? (For business? For customers?).

- Identify the methods for researching and project construction (Find out the situation? How to solve it?).

- Defining the main content of the content of the project (including which parts? What is the focus)

2 Making a questionnaire

- Clearly define the survey objectives and target customers

- Build 5-10 questions with appropriate content

- Posting questionnaires on travel groups and forums

on social networks (Facebook, Instagram, ) to survey more customers of TQT 2 Hotel.

- Record survey questionnaire

- Analyze survey results

3 Searching information related to the project from internal and external

4 Analyzing information about customers

care activities of TQT 2 hotel

-   The hotel's customers

-  System of software and applications to support customer care activities

-   Human resources to carry out the hotel's customer care activities

- Process of handling complaints from customers

5 Get comments and evaluations from themanagement department of the

company

Communicate regularly with the hotel's head of customer care Interview and receive an evaluation of the company manager after finishing the internship.

6 Evaluate and offer appropriate solutionsto improve the quality of customer care

activities for the company

7 Complete the project

2 Project implementation

2.1 TQT 2 Hotel’s recent accommodation service status

2.1.1 Accommodation business

a Concepts and types of tourist accommodation:

An institution that is regarded as an accommodation establishment for tourists is onethat offers beds for rent in addition to other services to customers who are traveling.Accommodations for tourists with a total of 72 rooms and three distinct kinds ofaccommodations

b Kind of room:

 Deluxe Single Room:

Single Bedroom (32m2) is the perfect choice for your long stay with luxury decorationand very bright and airy with city view open windows Will make your stay become morecomfortable and convenient

Picture 2.1: Deluxe Single Room

 Standard Double Room:

Twin bed rooms (35m2) are ideal for your long walks The room is elegantly designed,polite, light and airy through the window overlooking the city campus Room rates areinclusive of buffet breakfast, tax, and service charge

Picture 2.2: Standard Double Room

 Basic Triple Room

The cozy atmosphere, fully modern equipped with a clean and luxury bathroom in asuperior room – a reasonable choice for your convenient staying (38m2)

Picture 2.3: Basic Triple Room

c Services included: 

 All rooms are well equipped with amenities including:

- A refrigerator

- Air conditioner

- Bath tub, bath robe shower, toothbrush kit

- Television with cable TV

- Services and conveniences:

- Air conditioning in public area

d Utilizing TQT2 Hotel's lodging offerings

While the visitor is staying at the hotel, it is the responsibility of the front deskemployees to directly receive and coordinate with other departments and stakeholders tosatisfy all of the client's requests In the hotel business, the most important thing is to satisfy

Customer service is an important step in satisfying customer needs It is the floating gluebetween the hotel and the customer A good business hotel not only has high revenue, but italso retains its loyal customers Therefore, customer service must be paid more attention Thestay-at-home business is an activity that has a direct relationship with customers over arelatively long period of time when they consume hotel products Without the employees ofthe accommodation department in the hotel, hotel products cannot take place.

- Lockers

- Keep luggage

- Currency exchange

- Daily housekeeping

- Ironing service (ironing)

- Parking service for guests

- Cleaning service areas: bedrooms for tenants, public areas inside (common use areas

for guests and staff of the hotel) and outside the hotel Take care of the laundry for the entire hotel, launder the clothes of hotel guests and can provide laundry services for hotels and otherestablishments outside

- Organizing laundry activities: this is one of the indispensable additional services to

provide to customers when they consume services at the hotel, especially accommodation services

Welcoming and handing over

CHAPTER 3: SITUATION OF CUSTOMER SERVICE AT TQT2 HOTEL

1 Measure of accommodation service quality

a Accommodation service

The following three aspects all contribute to the overall quality of the lodging service:

- The wide variety and extensiveness of available lodging options

- The caliber of the labor force in question

- The quality of the technological infrastructure

To ensure good service quality in general and accommodation service quality inparticular, each hotel must screen and select for themselves certain target customers in order

to provide a level of service that satisfies the requirements, desires, and is in line with thecustomer's ability to pay and in accordance with the ability to provide services that I can bestrespond to This is necessary so that the hotel can provide a level of service that best satisfiesthe requirements, desires, and is in line with the customer's ability to pay In addition tomaintaining uniformity throughout the whole of the service process, this is an essentialprerequisite for ensuring the highest possible quality of stay-related services

b Difficulty in measuring and evaluating the quality of hotel rooms.

We can't see or touch the accommodation service itself, and we don't have specificways to measure it because it's hard to put a number on it That means that quality onlydepends on how the customer sees it However, perception is a psychological concept thatdepends on personal factors It is unstable and can't be measured in a standard way With thesame level of service, each customer will have a different experience based on their mood,health, and how they use the service The same customer may also have different experiences

at different times Different opinions on how good a service is Because it's hard to judge andmeasure the quality of hotel service, some hotel managers tend to focus on things that can beseen even though it isn't the real quality of hotel products, it is measurable and can be used tojudge product quality

c Evaluate hotel service quality through customer reviews.

National Economics University Publishing House wrote in the Hotel BusinessAdministration textbook:

This quality comes from the following:

- The first quality of hotel service has shown that the quality of hotel service depends

on how people who use the product see it

- Because of how hotel products and services work, the process of making hotel

services and using them happen almost at the same time and in the same place The fact thatcustomers are important to hotel products and services has been confirmed