AN INVESTIGATION INTO THE REAL SITUATION AND SOLUTIONS TO IMPROVING THE RECEPTIONIST SERVICE QUALITY OF COCOCHINE a VIE COLLECTION

MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY ENGLISH DEPARTMENT GRADUATION PAPER LE KHANH LINH AN INVESTIGATION INTO THE REAL SITUATION AND SOLUTIONS TO IMPROVING THE RECEPTIONIST SERVICE QUALITY OF COCOCHINE-A VIE COLLECTION CODE : K23.702 COURSE : 2017-2021 SUPERVISOR : PHAN THI THUY TIEN, M.A DA NANG – MAY 2021 MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY ENGLISH DEPARTMENT GRADUATION PAPER LE KHANH LINH AN INVESTIGATION INTO THE REAL SITUATION AND SOLUTIONS TO IMPROVING THE RECEPTIONIST SERVICE QUALITY OF COCOCHINE-A VIE COLLECTION CODE: K23.702 COURSE: 2017-2021 DA NANG – MAY 2021 Graduation Paper Supervisor: Phan Thi Thuy Tien,M.A ACKNOWLEDGEMENTS To teachers in Duy Tan university! To my supervisor – Ms Tien ! During the years of studying at Duy Tan school, I thank the teachers and friends for their dedication to helping me to become more and more perfect in studying and doing graduation work like today Above all, thanks to everyone's enthusiastic guidance, I have accumulated more valuable experiences for myself later on Each of us will never be successful without the sincere support and suggestions from everyone so that we can be more and more developed, whether it is indirect or direct help First of all, I would like to thank Ms Phan Thi Thuy Tien, who gave me deep and sincere suggestions for me to adjust during the internship report making journey as well as the graduation project She is not only a guide but also a sister who gives useful advice as well as passed on experiences that I will never forget Second, with deep gratitude, I would like to thank the teachers of the Foreign Language Department of Duy Tan University for imparting me knowledge from studying to society during the past years Third, not least important, I would like to extend my deep gratitude to family and friends who have always stood by and encouraged all my problems and learning path in the past time Finally, I would like to wish all teachers good health and success in their teaching career Sincerely, Le Khanh Linh Student: Le Khanh Linh Code: 2320315781 Graduation Paper Supervisor: Phan Thi Thuy Tien,M.A STATEMENT OF AUTHORSHIP Except where reference is made in the text of the thesis, this thesis contains no material published elsewhere or extracted in the whole or in part from a thesis by which have qualified for or been awarded another degree or diploma No other person’s work has been used without due acknowledgement in the thesis This thesis has not been submitted for award of any degree or diploma in any other tertiary institution Student: Le Khanh Linh Code: 2320315781 Graduation Paper Supervisor: Phan Thi Thuy Tien,M.A ABSTRACT In this graduation paper, I would like to learn the actual situation as well as the solution to improve service quality of the reception department of Cocochine-a Vie collection Besides, the hotel will be analyzed for its facilities I hope that, with this recommendation, the hotel will reinforce its service quality Student: Le Khanh Linh Code: 2320315781 Graduation Paper Supervisor: Phan Thi Thuy Tien,M.A TABLE OF CONTENT Today, each mention of the hotel will not be unfamiliar to each of us and each person will feel differently about the hotel So what we think is a hotel? And of course there will be many different interpretations and definitions of hotels First, the term "hotel" is derived from France used to stay overnight in the early years of the twentieth decade According to the American team of researchers in the book “Wellcome to Hospitality” published in 1995, “The hotel is a place where anyone can pay to rent a room to stay overnight have at least two small rooms (bedroom and bathroom) Each room must have a bed, telephone and television In addition to bedroom service, other services available include luggage transport services, a business center (with photocopying facilities), a restaurant, a bar and some entertainment services Hotels can be built near or inside commercial areas, resorts, airports” [2] And In the book "Interpretation of the term tourism and hotel" by the Faculty of Tourism and Hotel, National Economics University has added a highly generalizable definition that can be used in academics and Hotel knowledge in Vietnam: “Hotel is a facility that provides accommodation services (with full facilities), catering services, entertainment and other necessary services for guests staying Overnight and often built at tourist sites” 16 Therefore, the Hotel is a popular accommodation business in the world, ensuring the quality and amenities necessary for the accommodation business, meeting some requirements for relaxation, dining, and entertainment Location and other services during the guests stay at the hotel, suitable for the engine, the purpose of the trip .16 [3] PhD.Nguyen Van Manh and Hoang Thi Lan Huong (2008) Hotel Business Administration_NXB National Economic University 64 APPENDIX 65 SUPERVISOR’S COMMENTS .67 Today, each mention of the hotel will not be unfamiliar to each of us and each person will feel differently about the hotel So what we think is a hotel? And of course there will be many different interpretations and definitions of hotels First, the term "hotel" is derived from France used to stay overnight in the early years of the twentieth decade According to the American team of researchers in the book “Wellcome to Hospitality” published in 1995, “The hotel is a place where anyone can pay to rent a room to stay overnight have at least two small rooms (bedroom and bathroom) Each room must have a bed, telephone and television In addition to bedroom Student: Le Khanh Linh Code: 2320315781 Graduation Paper Supervisor: Phan Thi Thuy Tien,M.A service, other services available include luggage transport services, a business center (with photocopying facilities), a restaurant, a bar and some entertainment services Hotels can be built near or inside commercial areas, resorts, airports” [2] And In the book "Interpretation of the term tourism and hotel" by the Faculty of Tourism and Hotel, National Economics University has added a highly generalizable definition that can be used in academics and Hotel knowledge in Vietnam: “Hotel is a facility that provides accommodation services (with full facilities), catering services, entertainment and other necessary services for guests staying Overnight and often built at tourist sites” 16 Today, each mention of the hotel will not be unfamiliar to each of us and each person will feel differently about the hotel So what we think is a hotel? And of course there will be many different interpretations and definitions of hotels First, the term "hotel" is derived from France used to stay overnight in the early years of the twentieth decade According to the American team of researchers in the book “Wellcome to Hospitality” published in 1995, “The hotel is a place where anyone can pay to rent a room to stay overnight have at least two small rooms (bedroom and bathroom) Each room must have a bed, telephone and television In addition to bedroom service, other services available include luggage transport services, a business center (with photocopying facilities), a restaurant, a bar and some entertainment services Hotels can be built near or inside commercial areas, resorts, airports” [2] And In the book "Interpretation of the term tourism and hotel" by the Faculty of Tourism and Hotel, National Economics University has added a highly generalizable definition that can be used in academics and Hotel knowledge in Vietnam: “Hotel is a facility that provides accommodation services (with full facilities), catering services, entertainment and other necessary services for guests staying Overnight and often built at tourist sites” 16 Therefore, the Hotel is a popular accommodation business in the world, ensuring the quality and amenities necessary for the accommodation business, meeting some requirements for relaxation, dining, and entertainment Location and other services during the guests stay at the hotel, suitable for the engine, the purpose of the trip .16 Therefore, the Hotel is a popular accommodation business in the world, ensuring the quality and amenities necessary for the accommodation business, meeting some requirements for relaxation, dining, and entertainment Location and other services during the guests stay at the hotel, suitable for the engine, the purpose of the trip .16 There are many departments that construct the complete organization of Cocochine-a VIE collection, and each department has its own mission .31 General manager: The highest position of the hotel, directly responsible for business strategy, marketing, budget, revenue-profit, management and supervision of all activities to ensure effective hotel operation, etc… .31 Spa Department: Increasing the value and choice of customers for the hotel, providing additional services such as swimming pools, massage,… 32 Housekeeping Department: being responsible for the guest's stay in the hotel, bringing the highest revenue, working closely with other parts in the hotel to bring the best service to the guests, sanitation and other associated services .32 Student: Le Khanh Linh Code: 2320315781 Graduation Paper Supervisor: Phan Thi Thuy Tien,M.A 4.1.2.2.1 Analysis of customer reviews to the Cocochine-a Vie Collection’s receptionist .46 4.1.2.2.1 Analysis of customer reviews to the Cocochine-a Vie Collection’s receptionist .46 46 46 4.1.2.4 Evaluation to Receptionists’ Qualification 49 [1] Quản trị khách sạn – tác giả Bùi Xuân Phong 64 [2] Hotel Management and Operations – Denney G Rutherford 64 [3] PhD.Nguyen Van Manh and Hoang Thi Lan Huong (2008) Hotel Business Administration_NXB National Economic University 64 [3] PhD.Nguyen Van Manh and Hoang Thi Lan Huong (2008) Hotel Business Administration_NXB National Economic University 64 [4] https://www.hospitality-school.com/hotel-classification-type/amp/ 64 [5] https://bartender.forumvi.com/t52-topic .64 [6]https://quizlet.com/357481247/hospitality-tourism-productservice-managementperformance-indicators-flash-cards/ .64 [7] https://en.wikipedia.org/wiki/Receptionist 64 APPENDIX 65 Dear Valued Guest, 65 Thank you for choosing to stay with us 65 Please spend a few minutes to complete this page Your opinion will help us with useful information to our research and to draw measure in upgrading Cocochine-a Vie Collection and providing you with better service 65 Thank you for your support and we look forward to welcoming you back soon 65 Please give us your individual information: 65 Guest name: Room number: ……… 65 Email: .65 Tel: 65 How many times have you been in Danang city? .65 …………………………………………………… 65 How many times have you stayed at Cocochine-a Vie Collection? 65 …………………………………………………… 65 Student: Le Khanh Linh Code: 2320315781 Graduation Paper Supervisor: Phan Thi Thuy Tien,M.A Do you feel satisfied / comfortable with the Cocochine-a Vie Collection? 65 Yes 65 No 65 Do you like the design and decoration of the Cocochine-a Vie Collection? 65 Yes 65 No 65 How you feel about to possess the communication skills of the Receptionist? 65 How fast is the check-in process? 66 Very fast 66 Pretty quick 66 Normal 66 Less fast 66 Not fast 66 What is the price when you stay at Cocochine-a Vie Collection? 66 Satisfied 66 Unsatisfied 66 Very Satisfied 66 Does the attitude of the staff make you satisfied? 66 Satisfied 66 Unsatisfied 66 Very Satisfied 66 Would you like to stay at Cocochine-a Vie Collection another time? 66 Yes 66 No 66 10 Would you recommend Cocochine-a Vie Collection to a friend or colleague? .66 Yes 66 No 66 11 Do you have any other comments, questions or concerns? 66 .66 Student: Le Khanh Linh Code: 2320315781 Graduation Paper Supervisor: Phan Thi Thuy Tien,M.A THANK YOU VERY MUCH! .67 SUPERVISOR’S COMMENTS .67 Student: Le Khanh Linh Code: 2320315781 Graduation Paper 53 Supervisor: Phan Thi Thuy Tien,M.A reasonably, and there must be a chair for the baby when waiting with parents when checking in + The receptionist's job is almost entirely using computer equipment to update customers' information, so it is necessary to invest in a fast-running computer, without any interruption when working with guests, the Wifi speed must Fast and good and need wifi password panel in easy-to-see places to help guests easily access the internet here Maintenance staff need to check the wifi quality, the internet connection is always working well for the Reception department and guests + As the area to initiate the satisfaction of visitors coming here or not, you must invest in flowers with a pleasant aroma as well as ornamental plants to make the space cool and feel as comfortable as at home when guests are waiting for procedures + Hang a map of Da Nang and famous places in the main hall so that guests can get a sense of the way and easily interact with guests during the tour to that place + Investing in water refrigerators for customers to prepare in the meantime The weather in Da Nang in the summer is extremely hot, but the number of visitors to the hotel is very crowded, so this makes your stay as comfortable and convenient as possible + Equipment to receive operation must be regularly invested and repaired at the Reception Department Maintenance of equipment such as lighting, air conditioning, fire protection or electricity should be cautious To ensure uninterrupted power, the hotel should provide electric boosters in case of sudden power outages 4.2.2 Improve the receptionist quality Currently, Cocochine has about 2-3 staff members, because of the Covid19 epidemic season, it has reduced the number of staff The rest of the staff together are in charge of welcoming customers, doing procedures as well as Student: Le Khanh Linh Code: 2320315781 Graduation Paper 54 Supervisor: Phan Thi Thuy Tien,M.A cashiers, besides meticulous and cautious staff, there are also employees who are not really careful in the cashier every time a guest checks-out So the hotel receptionist needs to take more care to not lose the hotel revenue And Communication is a mandatory and necessary skill of the receptionist because it is necessary to regularly communicate with customers Not to mention that the receptionist is not always Vietnamese, so a receptionist's foreign language level is also very important But the hotel receptionist's English and other foreign languages are limited in language communication, making it difficult to solve problems when customers want to solve them and have not been able to connect with international customers The hotel should recruit foreign language qualified receptionist to serve international guests during the peak tourist season In particular, the customer is "God", so the receptionist's task is often to "pamper" the god as well as deal with all complaints of dissatisfaction from customers As a receptionist, the front of the hotel should be calm and gentle with customers, find out clearly the reasons for their complaints to settle peacefully and make customers feel more satisfied Receptionist staff here Lastly, in order to have potential receptionists to stay, the hotel must have remuneration, salary and bonuses for motivated staff to continue working in the Cocochine-a Vie Collection environment 4.2.3 Improve the process of serving at the reception department Each hotel will have its own customer service process and Cocochine-a Vie Collection too, but it is necessary to overcome the hotel service process for the hotel to grow When there are visitors coming on Tet holidays, it is quite crowded, but the front desk staff is not quick to make procedures for guests, and sometimes there is a problem of cash shortage, so the hotel must request employees are more careful in this regard And during the limited sales months due to the Covid-19 translation we need to know what to to Student: Le Khanh Linh Code: 2320315781 Graduation Paper 55 Supervisor: Phan Thi Thuy Tien,M.A keep the hotel from losing too much finance Moreover, each month the hotel should give the hotel reviews and staff for guests to feel and from there we learn from experience and gather ideas for better hotel development 4.2.4 Improve the relationship between the reception department and the others In the hotel, the receptionist department is the bridge to all other parts of the hotel As an information "receiving center", the receptionist will connect with relevant departments to make inquiries and resolve complaints from guests Therefore, the receptionist needs to coordinate work smoothly and effectively with other parts of the hotel - Housekeeping Department: Reception and accommodations are two parts of the hotel accommodation block In order for the accommodation business to be effective, these two departments need to coordinate closely to prepare the guest room and handle requests and complaints about rooms Every day, the receptionist will inform the chamber department about the living room preparing to arrive and the living room preparing to go to take the initiative in dividing the priority order for the room Upon receipt of any inquiries or complaints related to “room” operations - the receptionist will contact the processing room department again The booth department will notify the receptionist about the room and guests' status to promptly handle arising problems and properly classify guests When guests check-out, the room staff is responsible for checking the mini bar, room status and reporting back to the front desk - transferring bills / service receipts: laundry to calculate the total cost of the bar payment for guests -With F&B department: When guests need to order a dining table at the hotel restaurant or want to use Room service, the receptionist will accept the request and notify the F&B department to it Student: Le Khanh Linh Code: 2320315781 Graduation Paper 56 Supervisor: Phan Thi Thuy Tien,M.A In the opposite direction, the F&B department will transfer invoices, vouchers, debit notes or proceeds from guests to the front desk, for the request to update payment records for guests -Engineering Department: When receiving information about damaged equipment in the living room - Wifi network status, the receptionist will notify the technical maintenance department (electricity - water - refrigeration - Internet ) show the repair in time After checking the actual situation, the technical maintenance department will notify the receptionist back to the level of damage, repair time to inform guests or it is necessary to change rooms for guests -With additional service parts: Additional service parts in the hotel include: Spa area, gym, swimming pool, Receptionist needs to know basic information about additional services and regularly update services new to introduce to guests Receptionist transfers service requests to relevant departments preparing to serve guests Additional service departments will transfer invoices and vouchers arising during the use of the customer service to update the payment profile Student: Le Khanh Linh Code: 2320315781 Graduation Paper 57 Supervisor: Phan Thi Thuy Tien,M.A 4.2.5 Train attitude towards the work of the staff of the hotel All hotels, whether large or small, want their staff to have solid specialized knowledge to serve customers in the most thoughtful way Hotel staff need to equip themselves with the necessary knowledge about culture, skills as well as profession for their job position in order to improve service quality Must train their staff to treat the work of the hotel, every property of the hotel is also a project, is the property of each individual: always your best for the job of the hotel, be intentional formula to preserve property of the hotel The manager must make his staff aware that the hotel's business performance depends greatly on the employee's sense of work and responsibility The hotel is satisfied or not If the staff is always welcoming to customers, creating comfort and trust in customers, then surely the hotel business will be stable and from that staff life will also be improved So, whether guests feel satisfied, comfortable and happy when paying, the decision to return to the hotel or not depends greatly on the service attitude of the staff 4.3 General evaluation of the strengths and weaknesses of the Services quality of Front Office Department at Cocochine-a Vie Collection 4.3.1 Strong Points - Meticulous staff, careful, diligent, dynamic, well completed the assigned tasks -The hotel facilities and amenities are generally quite complete and modern - Open, hospitable, respectful and willing to help customers - Enthusiastic in work, convincing guests - My Khe beachfront location, convenient for guests when walking to the sea Student: Le Khanh Linh Code: 2320315781 Graduation Paper 58 Supervisor: Phan Thi Thuy Tien,M.A 4.3.2 Week Points -Some staff are quite slow, not nimble in the process of making procedures for customers - Because the hotel is small, the space is still tight - The variety of dishes and drinks is not really diverse - Foreign language is not good Student: Le Khanh Linh Code: 2320315781 Graduation Paper 59 Supervisor: Phan Thi Thuy Tien,M.A CHAPTER DIFFICULTIES AND SOLUTIONS 5.1 Difficulties Because it is a * hotel, Cocochine-a Vie Collection still has difficulty in training professional receptionists The receptionist at Cocochine-a Vie Collection had difficulty handling the situation when complaining about something, not responding quickly to solve the problem of the requested customer Check-in procedures for guests are still quite slow And the hotel has not yet recruited a staff for the night shift, so the receptionist has to change the night shift Finally, it is the language proficiency, especially Japanese or Korean, that has not yet been able to transmit other hotel services 5.2 Solutions After researching the situation and quality of the reception department at Cocochine-a Vie Collection, I realized that the hotel still had some weaknesses, so I gave solutions to improve the service quality of the reception at the place here - The solution for the reception department + Professional qualifications Knowledge and expertise are the most important key a receptionist should have If an employee does not have general knowledge and expertise then it is very difficult to a good job assigned and very difficult to handle customer complaints situations Therefore, the hotel needs to open periodic professional training courses for employees to work better + Language proficiency Referring to the receptionist, the criteria of the hotel selection cannot ignore foreign language proficiency, because in addition to domestic guests, the receptionist also contacts international guests, so the foreign level Indispensable language for the receptionist In particular, priority is given to Student: Le Khanh Linh Code: 2320315781 Graduation Paper 60 Supervisor: Phan Thi Thuy Tien,M.A staff with Chinese or Korean language skills because the Cocochine-a Vie Collection hotel market mainly serves those two international tourists Therefore, the hotel needs to recruit staff who are fluent in English, Korean or Chinese to better serve customers, and at the same time help the hotel develop + Other solutions: Increase staff in the work shift - Solution basis: A work shift of 8-10 hours long, the staff is not suitable enough, not guaranteed for the working process Causing a lot of influence and hindering the service of customers' needs - The working process of the hotel staff is the restoration service, meeting the requirements of customers, so it is necessary to work at full capacity, lasting continuously throughout the work shift Therefore, managers need to allocate reasonable time and staff to support each other throughout the working process Avoid the case of employees working exhausted, affecting the health and serving customers - Besides, the hotel needs to organize many emulation activities and exchanges among departments Through these activities, employees can be more connected with each other, work in groups more effectively and have a more solidarity at work - During the Covid-19 season, the hotel needs to promote the image of Cocochine-a Vie Collection on social networks and websites in order to attract domestic customers back to them Student: Le Khanh Linh Code: 2320315781 Graduation Paper 61 Supervisor: Phan Thi Thuy Tien,M.A CHAPTER 6: CONCLUSIONS AND SUGGESTION 6.1 Conclusions In recent years, we all see that our country's tourism industry is developing quite strongly, people's lives are improving day by day, tourism is developing very well Traveling is one of the ways for people to relax with family and friends, re-energize after a long period of studying and working hard In the hotel service industry, improving the quality of customer care must pay special attention to the reception department, because the face that most contacts customers and the face of the hotel With the increasing number of tourists and cultural diversification, it is imperative that receptionists constantly improve their skills and specialization skills to further satisfy guests, create sympathy and impressions With judgment shows the importance of being organize hotel activities as above I research and collect the data and information to complete for "An investigation into the real situation and solutions to improving the receptionist service quality of Cocochine-A Vie Collection “ This topic helps to make guest reviews An overview of the guest performance in general and the receptionist in particular in order to offer the best solution that can improve the service quality of the receptionist department Due to the limitations of qualifications as well as the practice time, this topic is not really complete I hope for the help and suggestions of the teachers to make my topic more complete 6.2 Suggestions 6.2.1 Suggestions for the overall issues Cocochine- A Vie Collection Hotel is a hotel that has been established for nearly years with the scale of * - Cocochine-a Vie Collection has been step by step perfecting, improving service quality is the striving goal of the hotel Hotels need to promote their Student: Le Khanh Linh Code: 2320315781 Graduation Paper 62 Supervisor: Phan Thi Thuy Tien,M.A strengths and find suitable directions to enhance their reputation, increase competitiveness, harmonize with the development in the current hotel business So the hotel offers some suggestions as follows: •Improve service quality at the hotel department, especially the receptionist department •Diversify products and services provided to customers •Stable source of guests, increase prestige and strength of the hotel •Completed in excess of the previous year's target on revenue, number of room days, and cost reduction - The directions of the hotel: •Invest in upgrading technical facilities, promote internal strengths and advantages of the hotel •Having a plan for training and retraining and a reasonable reward and treatment regime for employees Focus on recruiting qualified staff, with the right ability for the job •Promote marketing with reasonable pricing policy with high competitiveness •Studying clearly the needs and characteristics of each customer object in order to provide suitable quality products and services •Focusing on enhancing the main business of the hotel is the accommodation business Besides, also pay attention to additional hotel services to increase revenue •Complete the customer service process For the above solutions, we need to focus on the solution to improve the quality of customer service in the reception department + Reception is seen as a facade for each hotel and is also a decisive factor for guests' satisfaction and trust to return to the hotel on the next occasion or not But the process of picking up and checking in at Cocochine-a Vie Collection is quite slow on the holidays So we need to overcome this situation in order for the hotel to improve its service level To this, the management board needs to train and foster monthly skills and professional Student: Le Khanh Linh Code: 2320315781 Graduation Paper 63 Supervisor: Phan Thi Thuy Tien,M.A knowledge for receptionists In order for staff to have a quick skill in serving you and the staff must know how to handle all your situations Always have a cheerful, sociable, friendly attitude towards all customers so that customers will have a good relationship Because the attitude of each staff member will be the key to helping the hotel gain potential guests or not Furthermore, the hotel must employ a receptionist with foreign language skills, as Cocochine-a Vie Collection not only caters to domestic but also international guests Finally, on the basis of employee assessment over time, hotels need to have a clear remuneration policy, taking care of the lives of employees and their families to create peace of mind for employees In addition, it is necessary to create conditions for good employees to have opportunities to advance at work, good employees can be promoted to such positions, which will motivate employees to strive, increase labor productivity has a policy of rewarding employees Student: Le Khanh Linh Code: 2320315781 Graduation Paper 64 Supervisor: Phan Thi Thuy Tien,M.A REFERENCES I VIETNAMESE BOOKS [1] Quản trị khách sạn – tác giả Bùi Xuân Phong [2] Hotel Management and Operations – Denney G Rutherford [3] PhD.Nguyen Van Manh and Hoang Thi Lan Huong (2008) Hotel Business Administration_NXB National Economic University II WEBSITES [4] https://www.hospitality-school.com/hotel-classification-type/amp/ [5] https://bartender.forumvi.com/t52-topic [6]https://quizlet.com/357481247/hospitality-tourism-productservicemanagement-performance-indicators-flash-cards/ [7] https://en.wikipedia.org/wiki/Receptionist [8] http://htt.edu.vn/vai-tro-cua-bo-phan-le-tan-khach-san/ Student: Le Khanh Linh Code: 2320315781 Graduation Paper 65 Supervisor: Phan Thi Thuy Tien,M.A APPENDIX Dear Valued Guest, Thank you for choosing to stay with us Please spend a few minutes to complete this page Your opinion will help us with useful information to our research and to draw measure in upgrading Cocochine-a Vie Collection and providing you with better service Thank you for your support and we look forward to welcoming you back soon Please give us your individual information: Guest name: Room number: ……… Email: Tel: How many times have you been in Danang city? …………………………………………………… How many times have you stayed at Cocochine-a Vie Collection? …………………………………………………… Do you feel satisfied / comfortable with the Cocochine-a Vie Collection? Yes No Do you like the design and decoration of the Cocochine-a Vie Collection? Yes No How you feel about to possess the communication skills of the Receptionist? □ Extremely □ Quite Student: Le Khanh Linh Code: 2320315781 Graduation Paper 66 Supervisor: Phan Thi Thuy Tien,M.A □ Somewhat How fast is the check-in process? Very fast Pretty quick Normal Less fast Not fast What is the price when you stay at Cocochine-a Vie Collection? Satisfied Unsatisfied Very Satisfied Does the attitude of the staff make you satisfied? Satisfied Unsatisfied Very Satisfied Would you like to stay at Cocochine-a Vie Collection another time? Yes No 10 Would you recommend Cocochine-a Vie Collection to a friend or colleague? Yes No 11 Do you have any other comments, questions or concerns? Student: Le Khanh Linh Code: 2320315781 Graduation Paper 67 Supervisor: Phan Thi Thuy Tien,M.A THANK YOU VERY MUCH! SUPERVISOR’S COMMENTS Student: Le Khanh Linh Code: 2320315781 ... hotel For an additional hotel service, it is further divided into mandatory extras and optional additional services The existence of mandatory and optional additional services is subject to the provisions... department So, please choose the topic ? ?AN INVESTIGATION INTO THE REAL SITUATION AND SOLUTIONS TO IMPROVING THE RECEPTIONIST SERVICE QUALITY OF COCOCHINE- A VIE COLLECTION? ?? Aims and Objectives The. .. OF EDUCATION AND TRAINING DUY TAN UNIVERSITY ENGLISH DEPARTMENT GRADUATION PAPER LE KHANH LINH AN INVESTIGATION INTO THE REAL SITUATION AND SOLUTIONS TO IMPROVING THE RECEPTIONIST SERVICE QUALITY