TIỂU LUẬN DEVELOPING SERVICE QUALITY IN 5 STARS HOTEL HOUSEKEEPING DEPARTMENT UNDER INFLUENCE OF COVID 19 PANDEMIC

CHAPTER 4: INTRODUCTION Reality has proven that over the years, Vietnam's tourism has had a rapid growth, gradually improving its image and position in the regional and international tou

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BỘ TÀI CHÍNH TRƯỜNG ĐẠI HỌC TÀI CHÍNH – MARKETING

HỌC KỲ 2 - NĂM HỌC 2020 – 2021

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BỘ TÀI CHÍNH TRƯỜNG ĐẠI HỌC TÀI CHÍNH – MARKETING

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I am Vo Thi Yen Nhu I commit that numbers and information in The Course Report are collected from the experiences, book and internet by my teamwork while

all of the theories are referred to specialist scientific journals (citing and referencing

as required); The content discussed in the report is a summary of individual

experiences and research NOT PLAGIARIZING from other materials and sources.

I hereby confirm that all information provided on this application form is correct and I agree to take full responsibilities to the laws and university for the information provided.

GROUP LEADER

Vo Thi Yen Nhu

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PHIẾU NHẬN XÉT VÀ CHẤM ĐIỂM CỦA GIẢNG VIÊN

………

……

Điểm chấm: ………

Điểm làm tròn: Điểmchữ: ……… ………

Ngày tháng năm

GIẢNG VIÊN XÁC NHẬN

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GROUP MEMBER MARKING TABLE

Group name: Pineapple

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TIEU.LUAN.DEVELOPING.SERVICE.QUALITY.IN.5.STARS.HOTEL.HOUSEKEEPING.DEPARTMENT.UNDER.INFLUENCE.OF.COVID.19.PANDEMICTIEU.LUAN.DEVELOPING.SERVICE.QUALITY.IN.5.STARS.HOTEL.HOUSEKEEPING.DEPARTMENT.UNDER.INFLUENCE.OF.COVID.19.PANDEMICTIEU.LUAN.DEVELOPING.SERVICE.QUALITY.IN.5.STARS.HOTEL.HOUSEKEEPING.DEPARTMENT.UNDER.INFLUENCE.OF.COVID.19.PANDEMICTIEU.LUAN.DEVELOPING.SERVICE.QUALITY.IN.5.STARS.HOTEL.HOUSEKEEPING.DEPARTMENT.UNDER.INFLUENCE.OF.COVID.19.PANDEMICTIEU.LUAN.DEVELOPING.SERVICE.QUALITY.IN.5.STARS.HOTEL.HOUSEKEEPING.DEPARTMENT.UNDER.INFLUENCE.OF.COVID.19.PANDEMICTIEU.LUAN.DEVELOPING.SERVICE.QUALITY.IN.5.STARS.HOTEL.HOUSEKEEPING.DEPARTMENT.UNDER.INFLUENCE.OF.COVID.19.PANDEMICTIEU.LUAN.DEVELOPING.SERVICE.QUALITY.IN.5.STARS.HOTEL.HOUSEKEEPING.DEPARTMENT.UNDER.INFLUENCE.OF.COVID.19.PANDEMICTIEU.LUAN.DEVELOPING.SERVICE.QUALITY.IN.5.STARS.HOTEL.HOUSEKEEPING.DEPARTMENT.UNDER.INFLUENCE.OF.COVID.19.PANDEMIC

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CHAPTER 1: TABLE OF CONTENTS TABLE OF CONTENTS I TABLE OF CHART III TABLE OF PICTURE IV INTRODUCTION V

CHAPTER 1: LITERATURE REVIEW HOTEL DEFINITION 1

1.1 HOUSEKEEPING DEPARTMENT 1

1.1.1 Definition 1

1.1.2 Categories 2

1.1.3 Types of Hotels 2

1.2 GUEST SATISFACTION AND SERVICE QUALITY 6

1.2.1 Definition of Housekeeping 6

1.2.2 Role of Housekeeping 6

1.2.3 Housekeeping Department Organizational Chart 7

1.2.4 Different sections in the Housekeeping 8

1.2.5 Housekeeping Staffing Calculation 9

1.2.6 Main responsibilities of Housekeeping 10

1.2.7 Cleaning equipment used in Housekeeping 11

1.3 THEORY OF SERVICE QUALITY 12

1.3.1 Definition of Service Quality 12

1.3.2 Definition of Guest Satisfaction 13

1.3.3 The importance of satisfaction 13

1.3.4 The relationship between Guest Satisfaction and Service Quality 14

1.4 Theory of service quality 15

1.4.1 Service Quality Model 16

1.4.2 SERVQUAL 18

1.4.3 Five Importance Dimensions 19

1.4.4 Research result of existing scientists, related to this model 20

CHAPTER 2: HOUSEKEEPING EMPLOYEE MOTIVATION IN REX HOTEL 22 2.1 HOTEL INTRODUCTION 22

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2.1.1 Hotel history and development in Rex Hotel 22

2.1.2 Hotel products & service in Rex Hotel 23

2.1.3 Hotel organization chart 36

2.1.4 Hotel departments functions and responsibilities in Rex Hotel 36

2.2 HOUSEKEEPING DEPARTMENT INTRODUCTION 41

2.2.1 Housekeeping organization chart 41

2.2.2 Job responsibilities 41

2.2.3 Details of existing workflows in The Housekeeping Department 49

2.3 Research method and results 54

2.3.1 Method 54

2.3.1.1 Definition 54

2.3.1.2 Implementation Process 55

2.3.2 Results 57

2.3.2.1 Analysis of factors affecting the quality of room service in hotels 57

2.3.2.2 The main causes/problems causing service quality to decline under the impact of the COVID-19 epidemic 59

2.3.2.3 Swot model analysis and damage assessment 61

CHAPTER 3: DISCUSSION 64

3.1 Hotel service quality practices 64

3.1.1 To upgrade our technical facilities 64

3.1.2 Improving recruitment and training of human resources 64

3.1.3 Improving preventive quality management 66

3.1.4 Improve the quality of additional services at the department of room 66

3.2 Applied service quality practices 67

REFERENCE 69

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TIEU.LUAN.DEVELOPING.SERVICE.QUALITY.IN.5.STARS.HOTEL.HOUSEKEEPING.DEPARTMENT.UNDER.INFLUENCE.OF.COVID.19.PANDEMICTIEU.LUAN.DEVELOPING.SERVICE.QUALITY.IN.5.STARS.HOTEL.HOUSEKEEPING.DEPARTMENT.UNDER.INFLUENCE.OF.COVID.19.PANDEMICTIEU.LUAN.DEVELOPING.SERVICE.QUALITY.IN.5.STARS.HOTEL.HOUSEKEEPING.DEPARTMENT.UNDER.INFLUENCE.OF.COVID.19.PANDEMICTIEU.LUAN.DEVELOPING.SERVICE.QUALITY.IN.5.STARS.HOTEL.HOUSEKEEPING.DEPARTMENT.UNDER.INFLUENCE.OF.COVID.19.PANDEMICTIEU.LUAN.DEVELOPING.SERVICE.QUALITY.IN.5.STARS.HOTEL.HOUSEKEEPING.DEPARTMENT.UNDER.INFLUENCE.OF.COVID.19.PANDEMICTIEU.LUAN.DEVELOPING.SERVICE.QUALITY.IN.5.STARS.HOTEL.HOUSEKEEPING.DEPARTMENT.UNDER.INFLUENCE.OF.COVID.19.PANDEMICTIEU.LUAN.DEVELOPING.SERVICE.QUALITY.IN.5.STARS.HOTEL.HOUSEKEEPING.DEPARTMENT.UNDER.INFLUENCE.OF.COVID.19.PANDEMICTIEU.LUAN.DEVELOPING.SERVICE.QUALITY.IN.5.STARS.HOTEL.HOUSEKEEPING.DEPARTMENT.UNDER.INFLUENCE.OF COVID.19.PANDEMIC

CHAPTER 2: TABLE OF CHART

Chart 1.1: Housekeeping Organizationl Chart For 5 Star Hotel 8

Chart 1.2: Conceptual Model of Service Quality 18

Chart 2.1: Hotel organization chart in Rex Hotel 36

Chart 2.2: Housekeeping organization chart 41

Chart 2.3: Implementation Process 55

Chart 2.4: International visitors to Vietnam in March 2010-2020 (million visitors) 60

Chart 2.5: Graph of tourist arrivals and hotel room occupancy 2019-2020 60 Chart 2.6: Business results for the last 5 years and 6 months of 2020 (billion VND) .63

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TIEU.LUAN.DEVELOPING.SERVICE.QUALITY.IN.5.STARS.HOTEL.HOUSEKEEPING.DEPARTMENT.UNDER.INFLUENCE.OF.COVID.19.PANDEMICTIEU.LUAN.DEVELOPING.SERVICE.QUALITY.IN.5.STARS.HOTEL.HOUSEKEEPING.DEPARTMENT.UNDER.INFLUENCE.OF.COVID.19.PANDEMICTIEU.LUAN.DEVELOPING.SERVICE.QUALITY.IN.5.STARS.HOTEL.HOUSEKEEPING.DEPARTMENT.UNDER.INFLUENCE.OF.COVID.19.PANDEMICTIEU.LUAN.DEVELOPING.SERVICE.QUALITY.IN.5.STARS.HOTEL.HOUSEKEEPING.DEPARTMENT.UNDER.INFLUENCE.OF.COVID.19.PANDEMICTIEU.LUAN.DEVELOPING.SERVICE.QUALITY.IN.5.STARS.HOTEL.HOUSEKEEPING.DEPARTMENT.UNDER.INFLUENCE.OF.COVID.19.PANDEMICTIEU.LUAN.DEVELOPING.SERVICE.QUALITY.IN.5.STARS.HOTEL.HOUSEKEEPING.DEPARTMENT.UNDER.INFLUENCE.OF.COVID.19.PANDEMICTIEU.LUAN.DEVELOPING.SERVICE.QUALITY.IN.5.STARS.HOTEL.HOUSEKEEPING.DEPARTMENT.UNDER.INFLUENCE.OF.COVID.19.PANDEMICTIEU.LUAN.DEVELOPING.SERVICE.QUALITY.IN.5.STARS.HOTEL.HOUSEKEEPING.DEPARTMENT.UNDER.INFLUENCE.OF COVID.19.PANDEMIC

CHAPTER 3: TABLE OF PICTURE

Image 1.1: Cleaning Equipment Used in Housekeeping 12

Image 2.1: Logo of the Rex Hotel 22

Image 2.2: Rex Hotel 22

Image 2.3: The Premium room in Rex Hotel 24

Image 2.4: The Governor Suite room in Rex Hotel 25

Image 2.5: The Deluxe room in Rex Hotel 25

Image 2.6: The Rex suite room in Rex Hotel 26

Image 2.7: The Imperial Suite room in Rex Hotel 27

Image 2.8: The Executive Governor Suite room in Rex Hotel 27

Image 2.9: The Executive Premium room in Rex Hotel 28

Image 2.10: The Executive Suite room in Rex Hotel 28

Image 2.11: The Presidential Suite room in Rex Hotel 29

Image 2.12: The Rooftop Garden Bar 30

Image 2.13: The Hoa Mai Restaurant 31

Image 2.14: The Cung Dinh Restaurant 31

Image 2.15: The Paredise Coffee Lounge 32

Image 2.16: The Vertical Garden 33

Image 2.17: Swimming pool in Rex Hotel 34

Image 2.18: Beauty and Health care 35

Image 2.19: Gymnasium 35

Image 2.20: Tennis Court 35

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CHAPTER 4: INTRODUCTION

Reality has proven that over the years, Vietnam's tourism has had a rapid growth, gradually improving its image and position in the regional and international tourism market, and at the same time affirming its role in tourism its role and position in the national economy According to statistics of the Vietnam National Administration of Tourism in 2019, the tourism industry has attracted more than 18 million international visitors to Vietnam, domestic tourists reached 85 million, total tourism revenue reached 755,000 billion dong Tourism activities have actively contributed to the cause

of industrialization and modernization of the country and the process of international economic integration, implementing the foreign policy of multilateralization and diversification of the Party and State.

However, since February 2020, the outbreak of COVID-19 in the world has immediately seriously affected the tourism industry Vietnam's tourism industry has to face unprecedented difficulties Since March 2020, Vietnam has stopped welcoming international visitors, leaving only domestic tourism activities But the domestic tourism market has also been affected by social distancing measures during the outbreak.

In 2020, the whole country has 3,339 travel businesses, including 2,519 international travel businesses, 820 domestic travel businesses, but 90-95% of travel businesses temporarily stop operating Also in 2020, there were 201 travel companies applying for a new license, but 338 companies applied to have their license revoked International travel companies have switched to domestic travel business 26,721 instructors, with 16,965 also switching to domestic instruction or changing careers More than 30,000 accommodation establishments with 650,000 rooms across the country, but the room capacity is only 20-25% in the provinces and cities; In some key tourist areas, many hotels were forced to close or change their use because they could not stand it.

The World Tourism Organization forecasts that international tourism will take three to four years to recover Meanwhile, at this time, the COVID-19 pandemic has eroded the capacity of businesses, most tourism businesses are facing financial difficulties to restore operations, many businesses transfer or redirect their businesses business; employees incomes are reduced, the psychology of limiting spending greatly

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affects tourism consumption of the majority of people, market demand declines; Many support policies, despite having policies, have not yet reached businesses and employees in the tourism industry.

This forces the tourism industry to focus on developing domestic tourism Tourism must simultaneously perform a "dual task": ensuring the safety of people's lives and health while maintaining production and business According to experts, in

2021, domestic tourism will be an important lever for the industry to recover from the

"storm" of COVID-19, in which the safety factor is still considered by tour operators and tourists put on top.

To meet the current actual needs, localities and businesses need to pay more attention to new tourism trends to make appropriate changes The needs of customers have completely changed after the COVID-19 epidemic, guests who go for a short time, go many times, go in small groups, pay more attention to health, combo products (airplanes and hotel rooms)… Therefore, in 2021, investors and businesses will also change according to customer trends.

That is why topic: “Developing service quality at 5 star hotel room under the impact of Covid-19” is worth studying The essay talks about the causes and factors

affecting service quality and solutions during the Covid-19 epidemic season The essay

is researched according to the SERVQUAL model by qualitative method

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Rumekso states that hotel is a building which hires the rooms with the facilities such as food and beverage which is run well to get the benefits Sulastiyono (2007) says that hotel is an accommodation that gives the facilities like rooms, food and beverage and other supporting facilities such as sport area, and laundry.

According to Tarmoezi and Manurung hotel is a building that provides the rooms with the supporting facilities such as the food and beverage Base on the definition, hotel is not only selling the room but hotel is one of accommodation that sell the other facilities.

Steadmon in Fadmawati also states that a hotel may be defined as an establishment whose primary business is providing lodging facilities for the general public and which furnishes one or more of the following services.

Yoeti explains hotel must have 4 elements or main requirements They are Physic infrastructure and facilities, quality of product and service, employees’ attitude, and competitive price.

1 Physic infrastructure and facilities, includes:

f Room or shop rental

g Sport and recreation facilities

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3 Employees’ attitudes, means:

a Able to serve guest honestly.

b Have knowledge, ability and attitude fit with their position.

c Have feel of possess and responsible to their job, also have good personality.

d Awareness that advances of their career in hotel depends on the number of guests which use hotel service, so the employee should be able to communicate and have good relationship with guests.

4 Competitive price based on management decision and fix with the value that not always cheap.

From the explanation above, writer concludes that hotel is a big building that provides paid lodging and has some facilities and service for the guest Hotel has some department to support the activity of sell the product.

5 Star hotel offers most luxuries premises, widest range of guest services, as well

as swimming pool and sport exercise facilities.

5.1.3 Types of Hotels

Hotel are classified according to the hotel size, location, target markets, level of service, facilities, number of rooms, ownership and affiliation etc.

1 Size:

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3

Or number of rooms, Under 150 rooms,150 to 299 rooms, 300 to 600 rooms, more than 600 rooms These categories enable hotels of similar size to compare operating procedures and statistical results.

2 Target Market.

Hotel target many markets and can be classified according to the markets they attempt to attract their guests Common type of markets include business, airport, suites, residential, resort, timeshare, casino, convention and conference hotels.

Business Hotels: These hotels are the largest group of hotel types and cater

primarily to business travelers and usually located in downtown or business districts Although Business hotels primarily serves business ravellers, many tour groups, individual tourists and small conference groups find these hotels attractive Guest amenities at business hotels may include complimentary newspapers, morning coffee, free local telephone calls, Break fast etc In addition to this facilities like access to business centre, personal computer, Wi-Fi and fax machines also provided to the guest.

Airport Hotels: These type of hotels typically target business clientele, airline

passengers with overnight travel layovers or cancelled flights and airline personnel Some hotels might give free transport between hotel and airport Some hotels also provide meeting facilities to attract guests who travel to a meeting by air and wish to minimize ground travel Another attraction of these hotels is instead of charging the guest on a daily basis guest can also pay for their room on a hourly basis.

Suite Hotels: These kind of hotels are the latest trend and the fastest growing

segments in the hotel industry Main attraction of these hotels is guestrooms with a living room and a separate bedroom In exchange for more complete living room suite hotels generally have fewer and more limited public areas and guest services than other hotels This also helps keep suite hotel's guestroom prices competitive in the market Professionals such as accountants, lawyers, business men and executives find suite hotels particularly attractive as they can work and also entertain in an area besides the bedroom.

Extended Stay Hotels: Extended stay hotels is somewhat similar to the suite

hotels, but usually offers kitchen amenities in the room These kind of hotels are for travellers who want to stay more than a week and does not want to depend on the

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