Research Objective
Chapter 1: Rationale of service quality and service quality improvement in hotel Front Office
Chapter 2: Actual state of Front Office Department – Calidas Hotel
2.1 Overview about Calidas Landmark 72 hotel
2.3 The actual state of Calidas Front Office Department
Chapter 3: Solutions for improving service quality of hotel Front Office Department – Calidas hotel
Using projector, PC to present content of the thesis
7 Submission of thesis to Faculty Office(deadline) : 25/05/2015
In the first two months of 2015, South Korea invested in Vietnam with 50 new projects and increased funding for 19 existing projects, totaling $222.11 million During the same period, Japan contributed to Vietnam with 25 new projects and additional capital for 17 projects, amounting to $169.83 million Hanoi emerged as the top destination for South Korean investments, boasting 885 projects and a total investment of $5.3 billion, while it ranked second for Japanese investments, with 636 projects and a total of $4.08 billion.
Hanoi is set to experience a surge in business activity, attracting numerous businessmen from Japan and Korea due to ongoing investments and projects This influx will significantly boost the demand for business hotels, rental apartments, and serviced apartments Consequently, Calidas Hotel stands to capitalize on this opportunity by increasing its sales and appealing to a high-end clientele.
Calidas faces stiff competition in the hotel market from Grand Plaza Hotel and JW Marriott Hotel, necessitating a strategic advantage to thrive To address this challenge, enhancing service quality emerges as a critical focus My thesis, titled “Solutions for Improving Service Quality in the Front Office Department – Calidas Landmark 72 Hotel,” will identify the limitations and weaknesses within Calidas's Front Office, including facilities, staff, and procedures By analyzing these shortcomings, I aim to propose effective solutions to elevate the service quality in the Front Office Department at Calidas.
- Provide basic concept, rationale, definition … about hotel, service quality in order to find out the reality, trend of the hotel business
- Analyze the current state of service quality in Calidas Front Office Department in order to provide solutions
Provide Solutions to Improve Service Quality of Front Office Department in a way that the Guests who stay in the hotel can see and feel it
- Evaluate the actual state of Calidas Front Office‟s Service Quality
- Base on the actual situation, Find solutions to solve all current problems relate the matter of improving service quality.
Thesis Content
RATIONALE OF SERVICE QUALITYAND SERVICE
ACTUAL STATE OF FRONT OFFICE DEPARTMENT –
Questionnaire
Chapter 3: Solutions for improving service quality of hotel Front Office Department – Calidas hotel
Using projector, PC to present content of the thesis
7 Submission of thesis to Faculty Office(deadline) : 25/05/2015
In the first two months of 2015, South Korea invested in Vietnam with 50 new projects and increased capital for 19 existing projects, totaling $222.11 million Similarly, Japan launched 25 new projects and boosted capital for 17 projects, amounting to $169.83 million Hanoi emerged as the top destination for South Korean investment, boasting 885 projects and a total investment of $5.3 billion, while it ranked second for Japanese investments with 636 projects and a total of $4.08 billion.
Hanoi is set to experience a surge in business activity due to significant investments and numerous ongoing projects, attracting an influx of businessmen from Japan and Korea This anticipated growth will lead to a heightened demand for business hotels, rental apartments, and serviced apartments Consequently, Calidas Hotel has a prime opportunity to boost its sales and appeal to a high-end clientele.
Calidas faces stiff competition in the hotel industry from Grand Plaza Hotel and JW Marriott Hotel, necessitating a strategic advantage to thrive To address this challenge, my focus is on enhancing service quality in the Front Office Department at Calidas Landmark 72 Hotel This thesis will identify limitations and weaknesses in facilities, staff, and procedures, and propose actionable solutions to elevate the service quality of the Front Office Department.
- Provide basic concept, rationale, definition … about hotel, service quality in order to find out the reality, trend of the hotel business
- Analyze the current state of service quality in Calidas Front Office Department in order to provide solutions
Provide Solutions to Improve Service Quality of Front Office Department in a way that the Guests who stay in the hotel can see and feel it
- Evaluate the actual state of Calidas Front Office‟s Service Quality
- Base on the actual situation, Find solutions to solve all current problems relate the matter of improving service quality
4 Research Subjects and Research methodologies
- All of Calidashotet Front Office Department Employees:
+ Guest Service Agent + Guest Relation Agent + Reservation
Analyzing the performance of Front Office Employees reveals areas for improvement and identifies weaknesses Additionally, assessing customer attitudes and reactions helps determine whether the service provided meets customer satisfaction.
By Interview and provide questionnaire to 60 people who are currently staying in the hotel in order to gather their evaluation on the Front Office services
Chapter 1: Rationale of service quality and service quality improvement in hotel Front Office
Chapter 2: Actual state of Front Office Department – Calidas Hotel
2.1 Overview about Calidas Landmark 72 hotel
2.3.The actual state of Calidas Front Office Department
Chapter 3: Solutions for improving service quality of hotel Front Office Department – Calidas hotel
Chapter 1: RATIONALE OF SERVICE QUALITYAND SERVICE QUALITY IMPROVEMENT IN HOTEL FRONT OFFICE
A hotel is a commercial establishment that offers paid lodging to travelers and long-term residents, along with various amenities like restaurants, swimming pools, and spas Additionally, many hotels are equipped to host conferences and meetings, making them ideal venues for business gatherings.
Commonly, a multistory establishment with interior room entrances offering a variety of guest unit styles
The size of public areas is influenced by the overarching theme, location, and service quality, and can feature various amenities including a restaurant, shops, fitness center, spa, business center, and meeting rooms.
Diagram 1: A Standard Large Hotel Hierarchy
Important definitions of service quality are coming as following:
Parasuraman (1995, 1998): Service Quality is determined by the differences between customer‟s expectations of services provider‟s performance and their value of services they received
Gefan (2002): Service Quality as the subjective comparison that customers make between the quality of the service that they want to receive and what they actually get
1 Tangibility: this includes physical facilities, equipment, and the physical appearance of on employee
2 Reliability: this refers to the ability to provide the exact required service according to given specifications and conditions
3 Responsiveness: the inclination and willingness of the employees to serve customers quickly and properly
4 Assurance: feelings of trust and confidence in dealing with the organization This reflects the workers' knowledge and experience and their ability to build self confidence as well as confidence in the customers themselves
5 Empathy: understanding the customers' personal needs, taking care of them individually and showing them all sorts of sympathy and affection, looking at them as close friends and distinguished clients
Quality in the hospitality industry refers to the consistent delivery of products and guest services that meet expected standards Guests are increasingly willing to pay a premium for hospitality experiences that meet or exceed their service expectations The level of service quality significantly impacts the overall experience of guests during their stays at lodging operations (Hayes, Ninemeier & Miller, 2011).
In today's competitive hotel market, the significance of quality has surged, driven by factors like the rise of consumer rights and the emergence of quality-conscious tourists As competition intensifies, hotel businesses are increasingly recognizing quality as a vital source of competitive advantage (Soteriadis & Varvaressos, 2006).
The components of quality in the hospitality industry that can be used to develop and implement a quality service system are the following:
1 Consider the guests being served
2 Determine what the guest‟s desire
3 Develop procedures to deliver what guest want
6 Evaluate and modify service delivery systems
1.2.1 Definition of hotel Front office
The Front Office Department is a crucial part of a hotel, located at the entrance, responsible for room sales and guest registration This department plays a vital role in providing keys to guests after check-in, ensuring a seamless arrival experience.
The front office serves as the "Show Case Window" of a hotel, reflecting its overall image and acting as the backbone and "Nerve Center" for communication across various departments This department is crucial to the hotel's operations, as revenue generated from room sales accounts for over 50% of the total hotel sales.
Diagram 2: A Standard Front Office Structure 1.2.3 Front office Function
The front office department plays a crucial role in hotel operations by allocating rooms and serving as a continuous source of information for guests Key responsibilities include settling guest accounts, providing exceptional guest service, preparing guest history cards, and handling luggage and airport pick-ups This department maintains up-to-date records on guest information and services to ensure satisfaction Additionally, the front office is responsible for welcoming and greeting guests, as well as addressing any complaints The staff in this department act as key players in delivering a positive guest experience, and the front office may be organized into multiple sections, each with specific duties.
Telephone operation and Bell desk sections department upon the size, capacity and standard of the hotel establishment
When Guest arrives at the reception to check in:
Enquire the Last name / First name of the guest
Search for the reservation record and print registration card ( if the same is not pre printed )
Present the Registration Card to guest for verifying/reconfirming preprinted details Like :
Departure Date, Expected time of departure
Request for ID Proof for local guest and Passport and Visa details for foreigners
Following details to be completed:
Contact Number / Person in case of emergency
Nationality and country of residence
Date of Birth / Anniversary Date
Passport Issue date and Expiry Date
Place of Issue of Passport
Visa issue date and Expiry date
Proposed duration of Stay in the country
Explain to the guest regarding late checkout policy if any
Request the guest to sign on the Registration Card
Scan / Photocopy of Passport and Visa copy and attach to the registration card
Front office assistant to also cross sign the registration card on the provided field
Update the guest details collected on regard to the Profile of the guest
On Check in / Arrival Date:
Always designate a Group Coordinator from the Front Desk prior to
Liaise constantly with the sales Group coordinator for information
Check that Arrival Registration cards have been prepared for the group along with the rooming list for signature
Check all Relevant correspondence has been read and briefed during the staff briefing
Check Group Billing instructions and cross check the billing instructions entered on the Property management software
Once Priority group rooms have been allocated, cut rooms keys for arrival
If Group is arriving at one time then all rooms must be allocated and all keys cut
The number of keys per room must match with the occupancy of the room
Insert Key Cards into key card Jacket and place on the tray along with rooming list
Print traces report for Front office and read the instructions given
Registration cards along with Keys should be kept in Alphabetical order
Sufficient stationary / Pens must be kept ready for guests to sign their registration cards
The Bell Desk / Concierge must be kept informed of the group arrival time
Their Duty Roster has been prepared taking into consideration the group‟s size and Arrival Time
All changes with the group arrival time check in area and group size to be given to the concierge
Collect wake up call for the group from the tour leader
The cashier must prepare the bill for the guest according to the billing instructions specified in the reservation correspondence, which should also be printed on the guest registration card.
Ensure that the billing is directed to the Company or Travel Agent account by verifying the presence of a credit letter from the accounts department and confirming that a valid AR ID is included in the Company or Travel Agent profile.
And for services standard, AAA standard is applied
Table 1.1: AAA Arrival Service Standard
Table 1.2: AAA Check – in Services Standard 1.3.2 Check - out
Prepare the guest folio as per the billing instruction:
Check the billing instructions mentioned on the reservation for preparing the guest bill
To streamline billing, transfer only the room and tax charges to a separate folio (e.g., folio B) for the company or travel agency, while keeping all additional expenses that the guest must settle directly on the original folio (folio A).