Improving the quality of domestic tourism service at the asia tourism and trade co LTD

TRAN Thi Kim Thanh THE ASIA TOURISM AND TRADE CO.,LTD NINH CROSSROADS, CHUC SON TOWN, CHUONG MY DISTRICT, HANOI Working period from Feb, 10 th – May 8 th , 2020 IMPROVING THE QUALITY OF

TRAN Thi Kim Thanh THE ASIA TOURISM AND TRADE CO.,LTD NINH CROSSROADS, CHUC SON TOWN, CHUONG MY DISTRICT,

HANOI

Working period from Feb, 10 th – May 8 th , 2020

IMPROVING THE QUALITY OF DOMESTIC TOURISM SERVICE

AT THE ASIA TOURISM AND TRADE CO.,LTD

Tutor in UniversityM.S Nguyen Thi Huyen Ngan

Tutor in the company

Mr Bui Ba Tuan

Hanoi, 2020

ACKNOWLEDGEMENT

First of all, I would like to express my sincere and deepest thanks to the InternationalCooperation Institute of Thuongmai University, the Board of Directors of ThuongmaiUniversity and Toulon University - France have the best learning opportunity in the past 3years

At the same time, I would like to send my most sincere thanks to M.S Nguyen ThiHuyen Ngan - who advised, guided and assisted me in orienting, implementing andcompleting the graduation thesis I wish the teachers are always healthy, good work foreverare the noble ferry drivers in the future trips

During the course of making an essay ‘’ Improving the quality of domestic tourismservice at The Asia Tourism and Trade Co.LTD '', I received enthusiastic help fromcompanies and individuals on surveys and surveys , information, figures and photos I wouldlike to express my thanks to all officials and employees of The Asia Tourism and Trade Co.,Ltd

Hanoi, March 2020

Student

Tran Thi Kim Thanh

TABLE OF CONTENT ACKNOWLEDGEMENT i

LIST OF TABLES AND DIAGRAM iv

INTRODUCTION 1

CHAPTER 1: OVERVIEW ABOUT THE ASIA TOURISM AND TRADE CO., LTD 2

1.1 Overview of the business operations of the company 2

1.2 History of the establishment and development of the company 2

1.3.Operations and products of the Company 3

1.4 Organizational structure 4

1.5 Introduce about the services that I practice at the company 6

CHAPTER 2: OBJECTIVE AND RESEARCH ISSUES 7

2.1 General background of the company 7

2.2 Business results 7

2.3 The issue of the quality of domestic tourism service at The Asia Tourism and Trade Co., Ltd 8

2.3.1 Domestic tours of the company 8

2.3.2 Quality of domestic travel services 9

2.3.2.1 About designing the tours: 9

2.3.2.2 About the quality of tour operation 10

2.3.2.3 About the quality of tour guides 11

2.3.2.4 About the quality of customers care 11

2.4 Strategic direction 12

2.5.Competitors 13

2.6 SWOT analysis 14

3.1 Context 17

3.2 Objectives of the project 18

3.3 Possible solutions and options 18

3.3.1 Solutions to improve the quality of facilities 18

3.3.2 Solutions to improve the service quality of employees 19

3.3.3 Solutions to improve the quality of tours design 19

3.3.4 Solutions to improve the quality of tour guide 20

3.3.5 Improving the quality of accommodation, food and transportation services 20

3.4 Work implementation plan and work done 21

3.5 Implementation process 22

3.5.1 Mission 1: Trained about the company’s products 22

3.5.2.Mission 2 : Taking part in Bai Dinh – Trang An tour and becoming a tourguide .23 3.5.3.Mission 3 : Learning , collecting customer reviews about the quality of the company's services 23

3.5.4 Mission 4: Research customers' desires and needs about improving the quality of domestic tourism services 30

3.5.5 Mission 5 : Implement solutions to improve the quality of domestic tourism services 31

CHAPTER 4 DIFFICULTIES AND SOLUTIONS 33

4.1 Real environmetal difficulties 34

4.2 Time difficulties 34

4.3 Work pressure difficulties 34

CHAPTER 5 CONCLUSION 36

5.1 Evaluation of project implementation process 36

5.1 Experiences 36

5.2 Offers 36

APPENDIX 38

ABSTRACT 47

LIST OF TABLES AND DIAGRAM Diagram 1.1 Company organization chart 4

Table 2.1 Summary of revenue of Asia Trade and Tourism Limited Company in the years 2017,2018,2019 7

Table 2.2 Some inland tours that the company is providing 8

Table 2.3 SWOT analysis of the company 14

Table 3.2 Customer reviews about accommodation 26

Table 3.3 Customer reviews about the transportation 27

Table 3.4 Customer reviews about tours 28

Table 3.5 Customer reviews about catering service 29

Table 3.6 General customer reviews 30

INTRODUCTION Overview about the Asia Tourism and Trade Co., LTD

Asia Trade and Tourism Co., Ltd was established and in 2005, experienced many upsand downs and changes, up to now the company has achieved remarkable achievements andobtained a business relationship in tourism and services calendar with a number of domesticand foreign partners

With more than 15 years of development, Asia Tourism has gradually affirmed its brand

in the competitive tourism market and is pleased to be the organizational unit of the type andtype of tourism

With the motto: The value of the brand is formed from the trust of customers.Therefore, the goal of each trip is not only the satisfaction of customers but also the mark ofthe dedication of the company's staff and employees

Overview about the project

- Name of the project : Improving the quality of domestic tourism service at The AsiaTourism and Trade Co.LTD

- The aim of the project :

Collect customer feedback on the quality of domestic travel services

Record customers' desire for change in tour quality

Identify the current tour quality that the company is providing From there, identify theshortcomings to complete the tour with the best quality

Proposing some solutions to improve the quality of domestic tourism service at thecompany

Completing the quality of the company's travel services according to the proposedsolutions

Report’s structure

My project is divided into 5 chapters

CHAPTER 1 : Overview about the company

CHAPTER 2 : Objective and research issues

CHAPTER 3 : My missions

CHAPTER 4 : Difficulties and Solutions

CHAPTER 5 : Conclusion

CHAPTER 1: OVERVIEW ABOUT THE ASIA TOURISM AND TRADE CO., LTD

1.1 Overview of the business operations of the company

Name of the company: The Asia Tourism and Trade Co.,LTD

1.2 History of the establishment and development of the company

The Asia Tourism and Trade Co., Ltd was established on 01/03/2005 with the mainbusiness activities: travel services, tour booking, hotel booking, flight booking, car rental

In the early days of its establishment, the company had only 6 employees in charge ofdifferent fields Due to the limited number of employees, the company's main task is to de-velop the domestic tourism market and the target customers are Vietnamese tourists traveling

in the country The customer market at that time was mainly acquaintances, relatives, friends,and only organized group tours when there were enough members At the time, services such

as hotel reservations, air ticket booking, etc were not developed as they were now

After a long development, in recent years, along with the development of the tourism dustry as well as the increasing trend of travel needs of customers The company has been ex-panding its target market, diversifying the services it provides, and developing dynamic, cre-ative and experienced human resources

in-Currently the company has 45 employees distributed in different departments In dance with the development trend, the company has developed a diversified business oftourism products and services The company has successfully organized many domestic andforeign tours, leaving an impression on visitors after each trip The number of customers ofthe company is increasing on the main reason that customers feel satisfied with the servicesthat the company provides, then these customers introduce and promote products, Serviceprovided by the company to its relatives and friends Besides, customers themselves learn and

come to the company, and the company's departments have contacted and exploited informa-tion to serve customers in the most professional way.

With the motto "Add a journey, add more emotions" with modern facilities and term relationships with partners and customers The company is constantly innovating andstriving to provide the best products and services, perfect quality, competitive prices givingcustomers new options

long-Aware that a service business should be anywhere, any product or service and any tomer it strives to serve with enthusiasm and responsibility , always try to listen and under-stand the needs of customers, along with a youthful and dynamic working style, giving youthe highest satisfaction

cus-1.3.Operations and products of the Company

The company deals in the fields of domestic and international travel, air tickets, hotelrooms at home and abroad, entertainment services at leading entertainment complexes, However, package tours are the company's main business field, generating the main revenue

In addition to the available resources, the company is increasingly improving andimproving the quality of service to customers with professional services Currently thecompany is associated with companies specializing in many fields such as restaurants, hotels,air ticket agents, train tickets, garages, banks, Some of the partners that the company isassociated such as Cong Saigontourist Travel Company, Fiditour Travel Joint StockCompany, Toserco Hanoi Tourism Company, , hotels, resorts, banks (Vietnam JointStock Commercial Bank for Industry and Trade of Vietnam Vietinbank, bank investment anddevelopment of BIDV, Techcombank, .), domestic and international airlines (VietnamAirlines, Vietjet Air, Bamboo Airways, Air Asia, Lion Airways, China Airlines, CathayPacific, )

1.4 Organizational structure

Diagram 1.1 Company organization chart

(Source: Human Resources and Administration Department of The Asia Tourism and Trade Co., Ltd)

The Asia Tourism and Trade Co., Ltd led by Mr Bui Ba Tuan, currently has 45employees Most employees have a diploma from College to University so generally thequality of the company's labor force is guaranteed

Director :

Person in charge of all aspects of the Company before the law, directing the heads ofdepartments and will be in charge of making business strategy decisions, developmentstrategies as well as important issues of the company

The person in charge of foreign affairs, negotiating and signing contracts with thecompany's partners such as restaurants, hotels, airlines And is also the company's mainspokesman

Sale Department :

This is an important part of the company, a bridge between the wishes of customers andthe business, the input of all business activities The sales department is responsible fordeveloping the business plan from time to time for the company, looking for new partnersand customers for the company, advising the director in expanding markets and researching,building and developing new products, making business reports , statistics of volume of

Finance and accouting Department

Customer Care and Media Marketing Department

Sale Department

Air ticket

department

Domestic Operator

Outbound

Operator

F.I.T Sale Deparment

G.I.T Sale Department

transactions with customers periodically.

Finance an accouting Department :

This is a very important and basic department of every company, with the followingtasks:

+ Organizing the implementation of financial and accounting jobs strictly according tothe State's accounting regime

+ Regularly check and adjust the accounting records, make timely periodic reporting.+ The accounting department is also directly responsible for paying employees' monthlysalaries Collecting debts from business partners

Human resource Department :

Human resource department is a combination of 2 departments, namely administrativeand human resource management, so the department has the following functions:

+ Advise the director on the work of personnel management and staff training for thecompany, organize courses to improve professional skills for employees, register staff fortraining and professional training

+ Searching to collect information on recruitment jobs when requested from the board

of directors

Operation Department :

The executive office plays the role of organizing the production of tourism programs ofbusinesses, which connects businesses with suppliers to create tourism programs Thisdepartment is responsible for finding sources of customers to build plans and implementservices related to tourism programs such as hotel booking, food booking, transportationservices to ensure the booking requirements In addition, design tourism products at therequest of customers, establish and maintain close relationships with relevant authorities(police, customs, ) and suppliers so that they can be selected the best suppliers

Customer care and media Marketing Department :

+ Develop a plan and organize the implementation of research on the domestic tourismmarket, competitors, promotion activities, promotion, attracting visitors to the company.+ Marketing and brand management research, propose marketing plans, promotions andorganize events, organize forms of brand promotion + Design, in charge of advertising,printing business products, offers, organizing events for customers outside the company + Customer care: in charge of after-sales services, customer surveys, informationsoftware management and customer care research

In general, the company's workforce comes from college level upwards so the sional skill is quite good, there is always spirit and responsibility in the work, ready to whole-heartedly serve customers to please customer However, the staff at the company are youngand short-term seniority, so there is not much experience in satisfying the best needs of cus-tomers

profes-1.5 Introduce about the services that I practice at the company

I work as an official employee at the company However, because the covid-19epidemic affected tourists, my internship at the company did not go according to the originalplan During my internship at the company, I mainly worked in two divisions: the salesdepartment and the after-sales customer service department of the company

+ In the sales department: I was provided with documents, business data of the companyrelated to the project topic In addition, I have been trained by the instructor and employees inthe company related to the business of the company's products Here, I have the opportunity

to interact with many customers of the company (both new and close customers)

+ After sales service: this is the main job, because it gives me a lot of data to complete

my project By receiving and processing customer feedback, I can tell whether the quality ofthe inland tourism service of the company is good or bad in any way From there, we cancome up with the best solutions to improve the quality of the company's services Because ofthe long-term impact of the epidemic, the work did not go as planned, but I promptlycollected the necessary data for my project, there were some jobs because I could not directlywork At the company, I did online with the help of the instructor at the company

When practicing at the company, I will work as a full-time employee, this helps thecompany save a hiring fee during internship here and help the company increase sales.Moreover, I will collect a lot of data about customer comments to put in my report Besides, Ialso learn more knowledge and skills to improve myself more

Every employee in the company is provided with the necessary equipment to make iteasy, faster and more effective to deal with customers and partners.

Modern equipment and clean office layout create a cool, comfortable space for tomers as soon as they set foot in the company The reasonable arrangement of physicalequipment in the departments also makes the reception and dealing with customers conve-nient

cus-However, currently due to the effects of the Covid-19 epidemic, the company is pended due to the freezing situation of the tourism industry, the number of domestic and inter-national visitors has decreased significantly This is probably the great difficulty of both thetourism industry in general and the company in particular

sus-On the other hand, due to the effects of covid - 19 tourism industry structures are ally shifting to the domestic market, this is also the main business area of the company,so al-though there are many difficulties and challenges but also open up great opportunities for thecompany to grow stronger in this area

% Completion plan

Actual revenue growth rate

The above table not only shows us the revenue results of the company in the last 3years, but also shows us the percentage of completing the revenue plan as well as the revenuegrowth rate over the years The rate of increase in revenue exceeding the set plan is not highbut it is very stable, this proves that the service quality of the company is increasingly im-proved and the company has accurately predicted the growth rate as well as making effectivebusiness plans In terms of revenue growth, in general, the increase is very stable over theyears, about 3 - 9%.

Therefore, in order to grow revenue faster and especially to cope with the difficultiescaused by epidemics, the company needs to quickly implement solutions to stimulatedomestic tourism demand, the most important one is to improve quality of domestic tourismproducts and services If during this sensitive and difficult time, the company can do it well, itwill bring many benefits to the company; gain the confidence of long-term customers, have asustainable position in the tourism market of Vietnam

2.3 The issue of the quality of domestic tourism service at The Asia Tourism and Trade Co., Ltd.

2.3.1 Domestic tours of the company

Table 2.2 Some inland tours that the company is providing

(VND)

2 Tour du lịch Hà Nội – Mù Cang Chải mùa

lúa chín

3 days 2 nights 1.950.000

6 Tour Hà Nội – Hang Múa - Bái Đính –

Tràng An

8 Tour chùa Ba Vàng – Yên Tử lễ Phật đầu

10 Tour Hà Nội – Hà Giang cao nguyên đá 3 days 2 nights 1.850.000

13 Tour săn mât Tà Xùa – Bắc Yên 2 days 1 nights 1.680.000

14 Tour Phú Quốc khám phá đảo Ngọc 4 days 3 nights 4.180.000

15 Tour Hà Nội – Đà Nẵng – Hội An 4 days 3 nights 4.550.000

19 Tour miền Tây ( Tiền Giang – Bến Trê –

Cần Thơ – Bạc Liêu – Cà Mau )

5 days 4 nights 5.650.000

20 Tour Lý Sơn – Đảo Bé – Đà Nẵng 3 days 2 nights 3.600.000

23 Tour Hà Nội – Đà Lạt – Pleiku 4 days 3 nights 6.250.000

24 Tour Gia Lai – Kon Tum Măng Đen 3 days 2 nights 5.390.000

( Source: The Asia Tourism and Trade Co.,LTD )

In general, the company organizes tours throughout the country of Vietnam such astours to the North, Central, South and Central Highlands

2.3.2 Quality of domestic travel services

As mentioned above about tourism products, the company currently sells two maintypes of tourism products: intermediary tourism products and package tourism programs

2.3.2.1 About designing the tours:

The company's design activities are generally quite good, many tour programs and types

of tourists to choose from

In designing activities, the employees have made great efforts when in addition tobusiness tours, the company also designed more attractive and cheap tour programs tostimulate consumer demand These are the products that activate students' day trips,reasonable prices, especially when you tour, you can rewrite your feelings and are awarded bythe company as a high-value travel

In addition, while designing the tourism program, the design team has made efforts tocreate the highlight of the program with gala dinners, fashion shows, teamwork, bonfire, and giving extra services accompanied as a lucky gift or birthday party for guests This ishighly appreciated and satisfied most customers when using the company's services

However, the tour design department still has some shortcomings that make theservice quality of the company has not become a competitive advantage with differentcompetitors such as:

+ In the case of guests who require a separate program, tour groups with destinationsthat are specified by the customer, then the design department can search for information onthe internet or learn people in the profession of destinations new in the program makes thetourism program passive and not very creative

+ The company's design department is less likely to examine old services for itschanges So, the tour design process for the beloved groups sometimes encounter some errors

on outdated services, old or tourist destinations that are no longer attractive as before or arehotel restaurants changed from before

+ While designing employees do not anticipate the probable occurrence such as floods,natural disasters, airlines canceling flights, hotels out of room, but this arising can affect alot to tour quality

2.3.2.2 About the quality of tour operation

*Operating vehicles

In terms of transportation of the company, most are hired outside Currently thecompany is closely associated with a number of private car companies, however, in the peakseason, the company also faces many difficulties such as the garage runs out of cars inaccordance with customer requirements, the car does not meet quality that the customer hasordered

*Booking accommodation services

Most of the partners that the company is cooperating with provide good quality services

to satisfy customers

+ About the hotel: Most hotels are from 2 stars or more so in general the quality is

quite stable, however, at some famous tourist destinations in the peak season, the rooms arenot beautiful, the decoration is too simple In order to limit the situation on the regular basis

to find out information about the services of the hotels with promotions that are quite focused

by the company, the executive staff will notify the sales staff to be able to guide customers.select the hotel, which can then lower the tour price

+ About the restaurant: the company often updates and requests large restaurant

partner fees to send mail prices as well as the menu of the restaurant's dishes When sendingthe tour program to the company, the company often sends details of the dishes at eachdestination to customers who need to refer and choose

For VIP guests, the selection of space and dining places are carefully selected by thecompany to best meet the needs of guests And customers with special needs such asvegetarian, dieting company always carefully instructed restaurant staff to do those needs wellbefore and during the tour program, the company sent fax, electricity voice prompts andinstructions for tour guides thoroughly on these issues

2.3.2.3 About the quality of tour guides

The common situation of many travel companies is that it is difficult to recruit official

guides of the company, but only hire external collaborators or immediately use staff in thetourist room to guide their tours Of course, this also benefits the company (reduce financialcosts, can choose the appropriate instructor .) but besides that it also brings manydisadvantages.

* Some disadvantages for the company when hiring external guides such as:

+ The company will not grasp the personality, advantages and disadvantages ofcollaborators in order to arrange tours appropriately Therefore, sometimes it is possible thatthe collaborators are arranged incorrectly with the type of trip that suits them, so the quality ofthe program can therefore be reduced

+ Because it is not an official employee of the company, sometimes it will happen thatthe employee is not really devoted to the delegation, not the best for the trip and for thecompany's customers Sometimes they work with an attitude that is not too high, so theresponsibility can make a bad impression for businesses

+ In addition the company also uses design staff in the tourist room to guide guests Inaddition to being a well-knowledgeable tourist program, knowledgeable about customers andhave a general knowledge about tourism, there are a number of shortcomings such as poorcommunication and communication skills due to professional skills Must be a guide, theability to handle situations on the tour is less flexible

2.3.2.4 About the quality of customers care

The company's goal is to make customers loyal to its tourism products The company iscurrently doing quite well this activity

*Before the tour

When customers are members of the company "membership card" program or are largecustomers of partners associated with the company, when registering tours at the company,customers will receive the following incentives:

+ Discounts for customers of the company for loyal customers of the company whenbuying a tour will receive a special discount or commission discount depending on thenumber of customers purchased For customers who buy car tickets, train tickets, air tickets if

a large number of companies are willing to bring them to your door, or free shuttle to andfrom the station

+ Travel advice Customers can come or call directly to the company's transactioncenter Here customers will receive direct advice from the company's dedicated sales staff.+ Special gifts before the tour Each customer participating in the tour will receive a hatwith the company logo printed, and depending on each tour the company will have a birthday

gift or a T-shirt with the logo printed "Asia Tourism".

*During the tour

Customers will receive the highest safety assurance for customers when traveling withthe Asia Tourism and Trade Co., Ltd., the insurance program for all customers when oncompany tours For customers traveling in the country: the object is Vietnamese, themaximum amount of insurance is 10,000,000 VND / person

*After the tour

Firstly, summarizing the level of satisfaction of guests through the evaluation bycustomers themselves at the end of the program

Secondly, customers who have finished using the services of the company, head of sales

or sales staff will call or write to congratulate customers on the situation, listen to customerfeedback See you again in upcoming travel Especially with the right contribution ofcustomers, the company needs to have satisfactory handling forms in both material andspiritual benefits

Thirdly, on special occasions such as the establishment of a business, women's day 8/3,30/4-1/5 the company regularly sends visiting letters and greeting cards to its loyalcustomers The status of the domestic tourism service quality of the company will be furtherclarified through the implementation of the customer survey task of the project

From there, I will be able to more accurately direct the tasks to follow to improve thequality of the domestic travel service of the company

2.4 Strategic direction

Although be founded after many other companies in the field of tourism and servicebusiness, but with the best efforts and efforts of officials and employees in the company.Currently, The Asia Tourism and Trade Co., Ltd has gained trust and position in the hearts ofcustomers as well as the tourism market in Vietnam In order to continue its development, thecompany's leadership set a number of goals as follows:

Quality goal: is the top goal and also the company's strategy, all services and products

that the company provides to customers must ensure the highest quality possible

Profit goal: The company only uses the methods that social ethical standards allow to

achieve profit and after-sales profits will be shared in an appropriate proportion to ensure thelives of its members ; ensure long-term future and risks in human life; have a welfare fundfor labor regeneration activities; have a development fund (courses to improve qualificationsfor members, funding for upgrading, changing technologies, funding for research activities );Having accumulated assets in the company

Short-term goals: to have a firm foothold in the tourism industry by 2021; built a good

image in the eyes of colleagues and customers

Long-term goals: to build strong brands on the market both in and outside the country

by 2023

Steps to follow:

- Expanding marketing to the target market of the company

- Exploiting the strengths of e-commerce

- Maintain good service quality

2.5.Competitors

In the market, there are countless travel companies that are competitors, but the petitors that the company must note are those that have the same market as tourists, prices,tourist locations,

com-Currently, the target market of the company is the average income, fair, group guests incompanies, businesses, industrial parks in the district Therefore, there are many competitors

in the region: having the same target market, customer files, tour programs

Some of the company's direct competitors in the area: Tung Linh Tourism and EventsTrading Co., Ltd, Hoang Long Group Investment Trading Tourism Joint Stock Company, Tin

An Tourism and Trade Co.,LTD This is one of the direct competitors of the company.These businesses and organizations are very similar to the company in many aspects of prod-ucts and services, especially in the target market

2.6 SWOT analysis

Table 2.3 SWOT analysis of the company

strengths Strength Having a development strategy

in both short and long term

Operate with the target ofcustomers first and desire topromote the company's brand

to a lot of domestic andforeign tourists Operate in astep-by-step manner to keepabreast of market as well asmarket demand

Young, dynamic, creative andenthusiastic workforce

For each stage ofdevelopment, the companywill have appropriateremuneration policies toencourage the activeness andloyalty of the workforce.Application of new technology

to interact directly withcustomers

indispensable element,constantly developing,building a friendly website,easily accessible and ensuringthe entire information andsecurity project for customers

Diversity of product tours aswell as the quality of theproduct

Continually improving thequality of products and thevariety of tours, opening newtours, new destinations andother value-added services

weaknesses

The brand does not have a Implementing a branding

strong foothold in the marketyet.

strategy step by step as set out,always putting customersatisfaction criteria on the top

Young management is notexperienced

Promoting creativity, daring towork and to learn, quicklyacquire new knowledge ofyouth

Invite some experiencedpeople to advise and comment

shortcomings in productdesign and service quality to

Increasing many forms ofpromotion to create customers'attention

Improve product quality toincrease customer trust

Opportunities Opportunities Strategy to take advantage

of opportunities

Demand for traveling of people

is increasing, especially on theholidays

Pay more attention to the peakoccasions of tourism, diversify

destinations, update morelanguages on the Website and

enhance training activities tomake it easy for visitors whenbook tour

The number of Internet users isincreasing, especially amongyoung people The Internet hasbecome a huge source ofinformation for young people toexplore

Make the most out of aninformation page abouttourism and destinations ofVietnam

Promote website promotion ofthe company on major tourismforums

Current competitors arecompanies that have a commoncustomer base with localcompanies, with many newstrategies in the tourismproducts and services business

Focusing on branding amongyoung customers

Take advantage of the pioneer.Continuously improve anddevelop the brand of pigs inthe proposed stages

CHAPTER 3 MY MISSIONS 3.1 Context

As mentioned above about the current tourism products, the company sells two maintypes of products: intermediary products and services and package tour programs

The current economic context is a fierce and fierce competition Businesses in generaland tour operators in particular have to bear the risks of the race to gain development The

emergence of more and more potential competitors and existing competitors that have bigbrands in the industry makes businesses have to devise profound and short-term strategies andshort-term strategies with the company to help the company escape the situation of beingeliminated from the industry.

From a certain point of view, tourism products in businesses are generally quite similar,

so improving the quality of services that the company offers will bring a great advantage forbusinesses to attract customers line The training programs for staff, employees, improvingthe quality of design, administration, improving the quality of customer care, improving thequality of promoting and selling products become more and more necessary

Through the survey and the documents that the company provides, it is possible to liminarily see the issues of tourism service quality at the Asia Tourism and Trade Co., Ltd.The company has applied the achievements of science and technology in production, the facil-ities are quite spacious, so customers are evaluated quite well when coming to the company.The staff is highly educated, enthusiastic with the profession, dedicated to the customer.Diversified design activities with many choices for visitors, trying to make many differences,impressive for visitors, the accompanying services also always make customers happy Touroperation has created many good relationships with business partners In terms of customercare, there is a strong investment with many customer support services before, during and af-ter the time customers have used the company's services The company promptly answeredquestions and complaints to help customers feel secure when using the product

pre-Besides, there are still some issues that the company needs to overcome in order to fect the quality of travel services in the best way

per-+ The degradation of some facilities, the passive mobilization of vehicles to or off tomers

cus-+ There is no high specialization among employees in the company to solve the work.+ Despite great efforts to bring unique products with high feasibility, but due to theeasy-to-catch characteristics of the tourism service industry, in general, it has not attractedmany tourists

+ In addition, the design activities are still passive because the market research activitieshave not been properly invested, and above all during the complicated covid - 19 epidemic,the tour design activities are under stop, if the customer use the service, the company's salesdepartment only introduces old tuor programs to customers

+ Being dependent on the supply partner, it is inevitable that the provision of servicesdoes not match the needs of customers

Therefore, I chose to implement the project "Improving the quality of domestic tourismservice at the Asia Tourism and Trade Co., LTD" because the quality of service is the keyfactor to satisfy customers Because customer satisfaction is always considered a necessity toachieve business efficiency, but above all helps the company to overcome difficult times due

to the effects of the covid epidemic - 19

3.2 Objectives of the project

The main goal of the talent is "improving the quality of domestic travel services" So, inorder to achieve this goal, I have broken down into the specific tasks that I will perform dur-ing my corporate internship With the aim of investigating the current status of in-house tourquality at the company and thereby establishing a system of domestic tour service qualitystandards, giving and implementing solutions to improve the quality of domestic tours atAsia Trade and Tourism Co., Ltd

Improving the quality of in-house travel services at the company is not only to attractnew customers who are interested in the product but also to reassure the loyalty of the com-pany's services from customers Perennial Above all, the purpose of improving quality is toboost sales revenue, increase the business performance of the company in the future and gain

a firm position in Vietnam's tourism market

3.3 Possible solutions and options

3.3.1 Solutions to improve the quality of facilities

Quality of material and technical facilities is essential in the production of fast, neat proving the quality of the company's infrastructure is essential

Im-+ Improve the quality of Internet connection

+ Expanding the network of branches

+ Changing and installing outdated equipment

+ Building separate functional departments, decorating rooms, workplaces for a clean,tidy and showing aesthetic appeal Clean the room regularly to make a good impression whencoming to the company

+ Apply electronic payment bills to save time and costs

+ Encouraging all employees in the company to park in the private parking lot next to it,prohibiting parking at the entrance of the company In cases where departments often have to

go out to negotiate or find customers, employees can park cars in the yard of the company, butmust arrange neatly for guests to have a parking space and without losing aesthetics

3.3.2 Solutions to improve the service quality of employees

Human resources of the company in general, the ground is quite good starting with thequalifications of intermediate or higher, the company needs to promote that strength In addi-tion, the company should apply the following methods to improve the quality of human re-sources service:

+ Building a reasonable reward policy to encourage employees to work more attentivelywith customers There should be a regulation on salary calculation and bonus for employeesand managers to motivate and clearly assign responsibilities to each person, which is an effec-tive measure for improving the quality

+ Regularly organize training sessions or picnics for employees and departments, in der to improve understanding, enhance internal solidarity and help employees have high spir-its in the workplace This is important because the atmosphere at the workplace also affectsthe perception of customers about the quality of the company's services

or-+ Recruiting more employees for the company with good requirements of professionalqualifications, foreign languages, enthusiasm in the job to be able to meet the tasks that thecompany set out and serve customers more thoughtfully

3.3.3 Solutions to improve the quality of tours design

In the tourism products business, the design department plays a very important role indeciding whether the product quality is appreciated by customers or not, so the design depart-ment needs to constantly improve more about face quantity and quality tour design

+ The product designing department must know how to mobilize maximum forces ternal, external) to build products

(in-+ Psychological research of customer needs to design an appropriate program mally, for delegates, the representative of that company makes a reservation, so the travelbusiness has difficulty grasping the specific needs of each type of service, especially for officeworkers The variety of products makes it difficult to meet all their needs and needs to under-stand the needs of the guests to better serve them

Nor-+ Still applying the strengths in the design of the company is to enhance the services tached to the design and create highlights in the implementation program such as: gala dinner,sea fashion show, bonfire , celebrate birthdays for customers at travel destinations, cleverlyentice visitors to directly participate in these programs, which creates a unique design andmakes customers feel satisfied, happy

at-+ Products must be highly feasible: ideas in design activities, however creative and pressive, can become meaningless if feasibility is not available There are many reasons why

the implementation of the program cannot be carried out because of a lack of funding, thesupplier does not meet the requirements of the company, the lack of technical facilities + Avoid not understanding or misunderstanding routes, prices of services Need to un-derstand clearly the impact of service partners such as: temporary shut down sights for war-ranty and repair; aviation flights are often canceled due to the influence of external factors + Pay attention to seasonal factors and weather to not affect the tourism program andcustomers.

3.3.4 Solutions to improve the quality of tour guide

+ Selected guides are those who have professional qualifications, graduated from cialized training schools in travel and tourism Professional skills must be strong, able to com-municate and handle situations well Because the target customers of the company are unionemployees, complex in composition, hometown, age, guides need to have a high flexibility

spe-to meet the needs demand of the majority of cusspe-tomers

+ For guides who are working members need to check the quality of the guide, throughthe knowledge test before giving the tour Should choose collaborators who have cooperatedwell with the company before

+ Distributing a survey for customers to self-assess objectively about the service quality

of the guides such as: how knowledge is professional? Is it creative? Communication skills ?Attitude to tourists like? Do you listen and absorb the opinions of visitors?

3.3.5 Improving the quality of accommodation, food and transportation services

Accommodation and food and beverage services depend very much on the serviceprovider, but the company's executive department can make detailed plans to minimize therisks during the tour:

+ Plan to book accommodation service: Reservations: Know which hotel? City or

lo-cality? Date of entry - out? Type of room? Number of rooms? Price ? FOC mode? Paymentmethods ? Everything should be concretized and confirmed in writing, avoiding confirmation

by phone, especially for large groups of customers, the service needs to be very attentive cause of the shortage of quantity due to the service provider omission

be-+ Planning to book catering services: Which restaurant is suitable for guests? For the

group of employees, the employee should give the restaurant affordable price, cool, spacious,but must ensure food hygiene and safety because if unfortunately food poisoning, it will bevery dangerous because The number of guests is quite large Notice the FOC mode? Paymentmethods