AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO IMPROVING USINESS EFFICIENCY IN LOW SEASON AT VIETNAM TRAVEL KEYS COMPANY

MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION THESES HO THI NGOC HUYEN AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO IMPROVING BUSINESS EFFICIENCY IN LOW SEASON AT VIETNAM TRAVEL KEYS COMPANY GRADUATION THESES IN SOCIAL SCIENCES AND HUMANITIES Da Nang, December 2020 MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION PAPER HO THI NGOC HUYEN AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO IMPROVING USINESS EFFICIENCY IN LOW SEASON AT VIETNAM TRAVEL KEYS COMPANY MAJOR : ENGLISH FOR TOURISM CODE 702 : SUPERVISOR: TRAN THI MINH GIANG, Ph.D Da Nang, December 2020 GRADUATION PAPER Supervisor: TRAN THI MINH GIANG, Ph.D ACKNOWLEDGEMENTS In this life, there will be no success without the help of family, teachers, friends, companions Therefore, I always remember that, without everyone, there would be no me of today First and foremost, I really want to give the most sincere thanks to all my teachers at Duy Tan University Especially the Teachers and Teachers in the Foreign Language Department dedicated to teaching and equipping me with necessary knowledge during the time sitting in the lecture hall That is the foundation for me to be able to complete this essay I was very lucky to be taught and guided by those teachers who have dedicated teaching with all their passionate hearts particularly, I want to take this opportunity to thank my supervisor, Mrs Tran Thi Minh Giang, for devotedly guiding me to complete the graduation paper In addition, I sincerely thank the Vietnam Travel Keys Company, especially I would like to thank Ms Sen - Director of the company - The person who personally enthusiastically guides as well as provides the necessary scientific documents and information for this essay, his sincere and deepest thanks Last but not least, I want to thank my parents, friends and classmates They are the people who helped me a lot during my study time as well as when I finished the diploma project Finally, I wish all of you good health and success Yours sincerely, Student Ho Thi Ngoc Huyen STUDENT: HO THI NGOC HUYENCODE: 702 GRADUATION PAPER Supervisor: TRAN THI MINH GIANG, Ph.D STATEMENT OF AUTHORSHIP Except for references made in the dissertation's text, this thesis does not contain any documents published elsewhere or extracted in whole or in part from a qualified thesis or a degree or another diploma No other people work together without recognition in the thesis This thesis has not been submitted for the award of any degree or diploma in any other university institution Danang, December 2020 Ho Thị Ngoc Huyen STUDENT: HO THI NGOC HUYENCODE: 702 GRADUATION PAPER Supervisor: TRAN THI MINH GIANG, Ph.D ABSTRACT Tourism is being considered as an important general economic sector in Vietnam - one of the countries with enormous tourism resources If you know how to exploit and use these available incentives properly, it will bring enormous profits to the country's economy Revenue from international tourism to Vietnam has decreased sharply in the last years, especially from the beginning of this year until the end of November These figures show that the Vietnamese tourism industry is exhausted and has not shown signs of recovery, so we have to find answers, come up with suitable solutions to try to recover This is what motivated me to choose the topic "An investigation into the real situation and some solutions to improving business efficiency in low seasons at Vietnam Travel Keys Company" with the desire to apply into practice the learned knowledge, offer useful solutions from properly assessing the current situation of the business, contributing to helping businesses develop business in a more efficient direction STUDENT: HO THI NGOC HUYENCODE: 702 GRADUATION PAPER Supervisor: TRAN THI MINH GIANG, Ph.D LIST OF TABLES AND FIGURES Figure 2.1 The diagram shows the organizational structure of 20 Table 3.1 Revenue summary of travel company Vietnam travel Keys Da Nang branch in the years 2017, 2018, 2019 26 Table 3.2 Cost travel company Vietnam Travel Keys Da Nang branch in the years 2017, 2018, 2019 27 Table 3.3 Profit summary of the travel company Vietnam Travel Keys Da Nang branch in the years 2017, 2018, 2019 27 Table 3.4 Effect indicator 28 Table 3.5 Profit target 29 Table 3.6 The number of guests of the travel company Vietnam Travel Keys Da Nang branch in the years 2017, 2018, 2019 29 STUDENT: HO THI NGOC HUYENCODE: 702 GRADUATION PAPER Supervisor: TRAN THI MINH GIANG, Ph.D TABLE OF CONTENTS ACKNOWLEDGEMENTS .i STATEMENT OF AUTHORSHIP ii ABSTRACT iii LIST OF TABLES AND FIGURES iv PART A: INTRODUCTION 1 RATIONALE AIMS AND OBJECTIVES SCOPE OF THE STUDY METHOD OF THE STUDY .3 ORGANIZATION OF THE STUDY PART B CONTENT .4 CHAPTER THEORETICAL BACKGROUND 1.1 Some concepts of travel business .4 1.1.1 Travel 1.1.2 Travel Trade 1.1.3 Travel Agency 1.2 The role of travel agencies 1.3 The organizational structure of a travel tourism business 1.3.1 Board of management 1.3.2 Director 1.3.3 The most characteristic and important parts of the travel business 1.3.4 Block of synthetic parts 1.3.5 Support and development departments 1.4 The product system of the travel business 1.4.1 Based on the nature of the activity to create products, there are types: .8 1.4.2 Based on the method and scope of operation 1.4.3 Pursuant to the provisions of Vietnam's tourism law .9 STUDENT: HO THI NGOC HUYENCODE: 702 GRADUATION PAPER Supervisor: TRAN THI MINH GIANG, Ph.D 1.5 Travel business product systems .10 1.5.1 Intermediary services 10 1.5.2 Package tours .10 1.5.3 General business travel activities 11 1.6 Content business activities 11 1.6.1 Travel program design and pricing 11 1.6.2 Promotion organization, tourism promotion program 12 1.6.3 Organize the tourism program implementation 13 1.6.4 End of tour programs 13 CHAPTER CASE DESCRIPTION 15 2.1 Introduction about the Vietnam Travel Keys 15 2.1.1 History of formation and development 15 2.1.2 The business areas of the business 16 2.1.3 Program construction and sale activities .16 2.1.4 Operational activities 17 2.1.5 Customer care and marketing communication ( Marcom) 18 2.1.6 Functions and Tasks of Each Department 20 2.1.6.1 Branch manager (Director) .20 2.1.6.2 Administration department .20 2.1.6.3 Tour Operator Department .21 2.1.6.4 Financial Accounting .22 2.1.6.5 Business Department .22 2.1.6.6 Customer Service Department 24 CHAPTER 3: ANALYSIS AND EVALUATION 25 3.1 Business performance from 2017 to 2019 25 3.1.1 Revenue 25 3.1.2 Costs 26 3.1.3 Profit 26 3.2 Business performance evaluation from 2017 to 2019 27 3.2.1 Effect Indicator 27 STUDENT: HO THI NGOC HUYENCODE: 702 GRADUATION PAPER Supervisor: TRAN THI MINH GIANG, Ph.D 3.2.2 Profit target 27 3.2.3 Some other indicators 28 3.3 The Real Situation of Business Activities at Vitours from 2017 to 2019 28 3.3.1 Analyzing the Cause 29 3.3.1.1 The Appearance of the Corona Virus and the Storm 29 3.3.1.2 The Influence of Covid-19 in the World and Vietnam 29 3.3.1.3 Consequences for Tourism of Vietnam and VIETNAM TRAVEL KEYS .30 CHAPTER DIFFICULTIES AND SOLUTIONS 32 4.1 Difficulties 32 4.2 Business objectives and directions 32 4.2.1 Objectives 32 4.2.2 The direction of the travel agency 33 4.3 Some solutions and recommendations to improving business efficiency in low season at Vietnam Travel Keys Da Nang branch 34 4.3.1 Improving the quality of human resources 34 4.3.2 Improving facilities, infrastructure, and technology 36 4.3.3 Complete the information management system 37 4.3.4 Building marketing mix .37 4.3.4.1 Product 38 4.3.4.2 Price 38 4.3.4.3 Locations 40 4.3.4.4 Promotion 41 PART C CONCLUSION AND SUGGESTIONS 43 REFERENCES 46 SUPERVISOR’S COMMENT 47 STUDENT: HO THI NGOC HUYENCODE: 702 GRADUATION PAPER Supervisor: TRAN THI MINH GIANG, Ph.D PART A INTRODUCTION RATIONALE Tourism is considered to be an important general economic sector in Vietnam - one of the countries with enormous tourism resources, with more than 40.000 monuments and landscapes, including more than 3.000 monuments, ranked national relic, 5.000 relics ranked provincial level Vietnam is one of the few countries in the world recognized by UNESCO for so many Up to now, our country has heritages recognized by UNESCO It is these resources that every year, our country attracts thousands of domestic and foreign tourists It brings enormous profits to tourism in particular and the economy in general The tourism industry in our country is gradually developing strongly, and travel companies are rapidly asserting their brands with international partners The tour company is an important factor, playing a key role in that They understand the law of supply and demand, and know what each region in each country of Vietnam has to attract tourists They make visitors who used to visit Vietnam get a new experience with interesting things, and then they will want to come back to Vietnam again and again However, the advantages must go with difficulties, 2020 is a challenging year for Vietnam's tourism industry It is not our subjective causes but the unpredictable cause of the emergence and development of acute respiratory infections caused by a coronavirus Before the epidemic has passed, we will continue to welcome super-storms that directly affect Vietnam Many difficulties encountered, business operations of travel companies were almost stagnant, many businesses had to face difficulties and could not sustain themselves because they did not have revenue STUDENT: HO THI NGOC HUYENCODE: 702 GRADUATION PAPER 33 Supervisor: TRAN THI MINH GIANG, Ph.D - Continue to build a position and become a leading travel business for the tourist market in Da Nang - Expand the company's business to the domestic market in the present time - Improve the quality of product construction in terms of quantity as well as quality, promote and offer tourism programs, provide customers with the best services - Build a whole, strong, high-quality and professional staff 4.2.2 The direction of the travel agency The company's tourism business situation is increasingly facing many difficulties such as fierce competition between international and domestic travel businesses, prices continue to fluctuate in an uptrend To achieve the set goals, the company must have the following specific directions:  Maintain and promote the exploitation of international tourists, Vietnamese tourists traveling abroad and domestic tourists  Constantly improve the quality of tourism programs, to keep the company's reputation and brand name  Strengthen advertising and trade promotion activities to each group of visitors to expand markets, participate in international fairs and select seminars  Promote cooperation There are preferential policies, creating credibility with partners  Renovate and open more representative offices to show the company's financial resources, upgrading facilities to create comfort when working for employees  Improve the qualifications and quality of staff through training, in parallel with attracting new human resources with high professional qualifications STUDENT: HO THI NGOC HUYENCODE: 702 GRADUATION PAPER 34 Supervisor: TRAN THI MINH GIANG, Ph.D  Control the quality and qualifications of the collaborative tour guide team 4.3 Some solutions and recommendations to improving business efficiency in low season at Vietnam Travel Keys Da Nang branch 4.3.1 Improving the quality of human resources * The basis of the solution: Through the process of analyzing the current business performance of the company, the company's staff includes long-term employees and new employees However, there are still difficulties with: - Work experience and professional qualifications are limited in the ability to handle situations, this limitation, if it can be overcome, it will reduce costs, thereby increasing profits and improving business performance of the company - The staff of the rooms work independently of each other, without the necessary support for each other, so they not bring the highest efficiency to the work - The collaborative tour guides have not passed quality or qualification checks * Implementation method: - Need to detect qualified people, put them in the jobs suitable for forte Then their working efficiency will be the highest to bring great benefits to the company - Selection of directors, managers, department heads need to be done scientifically based on their capabilities and experiences Because these are the head members that control all activities that greatly affect the development of the company STUDENT: HO THI NGOC HUYENCODE: 702 GRADUATION PAPER 35 Supervisor: TRAN THI MINH GIANG, Ph.D - It is necessary to have a human resources department specialized in managing human resources of the company to be able to recruit and use the human resources in the most effective way - Make uniform rules and working procedures for all employees to follow, and at the same time, it is necessary to encourage employees to contribute ideas for better business development Facilitate a strong and fast linkage, if necessary, between departmental staff, by: increasing the internal number, using fast and effective communication methods such as calling online Skype or create an online chat room via internal e-mail, - For collaborators, apart from professional qualifications, the most important thing is to have professional ethics, love the profession, understand customer psychology and know how to behave skillfully The company needs to have its own staff of instructors to minimize the risks from unconfirmed collaborators - Focusing on investment in improving capacity and qualifications for human resources in travel management, marketing, tour business, operator and tour guide Equip them methodically with knowledge of integration, foreign languages, office information technology, tourism, market, law Especially the company needs regular training on quality inspection of guides once a month to improve professional knowledge and ethics of the instructors In general, the training and retraining of human resources must be closely linked with the company's business-competitive strategy goals - The company needs to have good remuneration policies for its employees such as bonuses, health insurance, commissions when selling products to attract talent to the company Implement an appropriate remuneration policy for talented people, especially those who are difficult to STUDENT: HO THI NGOC HUYENCODE: 702 GRADUATION PAPER 36 Supervisor: TRAN THI MINH GIANG, Ph.D recruit, with long training time, large training costs to keep them from the company to avoid brain drain to other travel agencies - Use measures of fair reward and punishment to stimulate employees to work more effectively - Cooperate with universities, colleges and other sources to be able to recruit quality human resources when needed 4.3.2 Improving facilities, infrastructure, and technology * The basis of the solution: Devices such as computers, phones, copiers, printers are fully equipped for the staff However, over the years, these devices have become old and outdated, often failing to slow down the work progress This means that new employees will have the feeling that the company is not strong in financial resources and lack of incentives to attract human resources * Implementation method: - It is necessary to replace and supplement the system of new and modern working equipment and means of communication to facilitate fast and thorough working: computers, phones, printers, photos The company's computer system is outdated, slow, or crashes, and many computers are running Windows XP - no longer supported by Microsoft If you want to solve this problem, the company can choose - Solution to support part or full of money for employees to buy laptops Thanks to the mobility of laptops, employees can also work anywhere, even at home, which helps to take full advantage of employees' working abilities - There is a regime of regular inspection and maintenance, if the machine is damaged, replace it STUDENT: HO THI NGOC HUYENCODE: 702 GRADUATION PAPER 37 Supervisor: TRAN THI MINH GIANG, Ph.D - Decorate the workspace clean, airy, polite, suitably decorated, civilized, with pictures of tourist spots The company's facade is impressively beautiful, bearing the company's own mark - Expanding the area, the departments divide into separate areas but still connected with each other through means of communication 4.3.3 Complete the information management system * The basis of the solution: Getting information in the tourism business is extremely important Not only is it necessary to know information within the company itself, but also to know information from competitors, customers and partners Therefore, building a system to search, analyze and manage information in the company is a very necessary issue * Implementation method: To build an information management system we need: - Build an internal recording system: this is the system that helps provide and store current information Information can be stored in paper form or using a computerized storage system that can provide information quickly and promptly - Build an information collection system: helping managers to collect daily information, the situation of external environmental developments such as information from competitors, business partners, customers - Information research system: Helps analyze, research and determine amount of information value Help to filter out useful information for the company - Decision support system: Consists of statistical methods and decision models to assist managers in making more correct decisions STUDENT: HO THI NGOC HUYENCODE: 702 GRADUATION PAPER 38 Supervisor: TRAN THI MINH GIANG, Ph.D 4.3.4 Building marketing mix 4.3.4.1 Product • Improving product quality To improve product quality, the company should pay attention to the following issues: - Improve the service quality and professional qualifications of the sales staff as well as the operating staff because they are directly the ones who build the program as well as book the service, manage the whole trip from far - Replace some equipment for the tour that is too old or damaged (speakers, microphones, game tools ) as it may be damaged unexpectedly leading to unreasonable problems to the quality of the tour -Raise the level of tour guides both in knowledge and expertise because a good guide will be able to help solve problems arising while touring - Select a good service provider with high quality to ensure satisfied guests when traveling • Diversifying tourism programs Currently, the popular tourist destinations have been exploited by many companies Travel programs are often similar, so it is difficult to make a difference for a company To differentiate a company needs to create travel programs that incorporate more routes Combined with the introduction of many alternative products to create diversity for the company's products Include in the tour program places that are new to tourists, or not yet exploited by many travel companies Creating unique and unmatched travel products is also a good way to diversify travel programs Programs like this will attract customers who like to discover new and strange things STUDENT: HO THI NGOC HUYENCODE: 702 GRADUATION PAPER 39 Supervisor: TRAN THI MINH GIANG, Ph.D 4.3.4.2 Price Service price is an extremely important factor that directly affects the ability of customers to sell products and the profitability of the company Therefore, it also directly affects the existence and development of the company Therefore, in the tourism business process, it is not possible to arbitrarily set prices, but must be flexible, flexible and strategic in accordance with the needs of the market to obtain optimal profits * Implementation measures: - Developing a price policy suitable for each time, high season usually high price, low season, low price and accompanied by promotions of hotels, airlines - Policies suitable for each object group or individual customers For group guests, the price may be cheaper than retail customers because the number of passengers is larger, so some costs will be reduced such as guides, cars - Based on the price, the competitor's ability to provide services will help the company make the right decision on the price of its product - Based on customers' financial ability and supply capacity business services The company has built many other prices together on the same tour This is a strength of the company because customers will have more options while buying products and be able to choose products that suit their affordability - Depending on the requirements of customers and customers, applying a low pricing strategy should not be abused because prices are associated with quality STUDENT: HO THI NGOC HUYENCODE: 702 GRADUATION PAPER 40 Supervisor: TRAN THI MINH GIANG, Ph.D - The company needs to sign long-term service contracts with suppliers (usually months or a year) to avoid price fluctuations that adversely affect the company's selling prices and competitiveness - Building good relationships with suppliers to enjoy better discounts In addition, the company needs to find new suppliers with better quality and more competitive prices Our country's tourism industry is developing quickly, restaurants and hotels have sprung up so they often launch promotions to attract customers 4.3.4.3 Locations In addition to direct distribution at the headquarters, branches and representative offices across the country, Vietnam Travel Keys Da Nang can also build an indirect distribution channel system through the following measures: - Distribution through travel agents: It is necessary to post travel agency recruitment items at employment websites or directly contact travel agents - Distribution through hotels: Link with hotels to distribute their products to tourists because this is where tourists stay Flyers for tourism programs can be placed in some easy-to-see places in the hotel such as next to the door, reception, waiting seats for customers to easily see - Distribution through consumers: This is an extremely effective distribution channel because it will reduce worries about product quality when introduced by acquaintances and it will be easier to buy travel products of the company Therefore, it is necessary to create good rapport with old customers of the company because they are able to refer other customers - Distribution through travel agencies to customers: This is a form of cooperation between the two companies when the number of customers is not enough to organize a travel program There is often a contract or agreement STUDENT: HO THI NGOC HUYENCODE: 702 GRADUATION PAPER 41 Supervisor: TRAN THI MINH GIANG, Ph.D between the travel agencies sending passengers and receiving customers with the terms of responsibility of both parties * Building an indirect distribution channel system will help the company get the following benefits: - Reducing costs when expanding and developing distribution channels for the company: Because when opening an agent, it costs a lot of costs such as renting premises, purchasing equipment, installing internet - Increasing the reach of customers for travel companies: Thanks to the distribution network, travel companies can reach customers everywhere - Increasing competitiveness for travel companies: the indirect distribution channel helps travel companies save costs, reach more customers, so it will improve their competitiveness 4.3.4.4 Promotion No matter how good a product is, if it is not known by the customer, it will also be useless Therefore, advertising and expansion help customers know the products that the company is trading is a very important job that directly affects the company's business results * Implementation measures: - Print brochures about the travel company Vietnam Travel Keys, which is beautifully decorated and attractive Send these brochures to the target customers the company wants to target, to hotels the company is cooperating with, or to foreign travel agencies that cooperate with the company - In the era of internet boom like today, the internet is one of the effective means of marketing People can search for any information on the internet According to the latest statistics on social media in early 2020 in Vietnam, there are currently 68.17 million people using internet services, of which the total number of people using internet-related services in Vietnam STUDENT: HO THI NGOC HUYENCODE: 702 GRADUATION PAPER 42 Supervisor: TRAN THI MINH GIANG, Ph.D has Officially increasing by about 6.2 million (+ 10.0%) from 2019 to 2020 So the internet environment is quite a potential one To take advantage of this, we need to take the following measures: + Google is the number one search engine in the world, attracting billions of searches every day So using google advertising services is a very effective way to reach customers Because it helps the company's website appear in the most easily visible places when users need to search for travelrelated information + A current trend is that most people use social networks like facebook, twitter or instagram This is a very effective marketing method because the spread on the online community is very high The company can set up fan pages or a group specializing in providing information about tours to advertise the company's travel programs - In addition, the company should actively participate in travel fairs to promote its products and learn from the experiences of large domestic and foreign tour operators In addition, when participating in travel fairs, the company can have more good relationships with partners such as hotels and restaurants This is very beneficial for the company's business later STUDENT: HO THI NGOC HUYENCODE: 702 GRADUATION PAPER 43 Supervisor: TRAN THI MINH GIANG, Ph.D PART C CONCLUSION AND SUGGESTIONS Conclusions Vietnam is a country with a long-standing culture imbued with national identity along with wonderful landscapes endowed by nature, a country with rich tourism potential Da Nang city with great advantages in tourism is a fertile land for tourism companies to develop In particular, Vietnam Travel Keys has made a leading contribution to the city's tourism development Improving the efficiency of travel business is always a difficult problem for all businesses of this type, moreover, it is even more difficult to maintain its dominance in the market in the current sensitive circumstances We hope that any of the arguments and solutions you give will be valuable for reference and contribute a part to the development of the company Due to the limited ability, there are certainly many unavoidable shortcomings in the article, we hope that the teachers can contribute more so that I can improve, achieve high results in study and be more stable when entering the profession I sincerely thank all the leaders and staff - employees of the travel company Vietnam Travel Keys Da Nag and Ms Tran Thi Minh Giang, who have always been interested in helping, giving enthusiastic instructions so that I can complete my project well Suggestions 2.1 Suggestions for Faculty of English After finishing my internship time, I have some suggestions for the Faculty of English and I hope that these suggestions are useful for our department Firstly, specialized subjects in tourism should be added to the curriculum to help learners better understand the hospitality and tourism industry Thanks to this, students will not be surprised when starting to STUDENT: HO THI NGOC HUYENCODE: 702 GRADUATION PAPER 44 Supervisor: TRAN THI MINH GIANG, Ph.D practice and go to work later Besides, university should link with companies in the city, enabling students to visit and observe the actual working environment as well as their way of working, organizing playgrounds for students to participate, contributing to creating a better learning environment 2.2 Suggestions for the Internship Site - The first, it is necessary to focus on training a team of professional staff who have a positive attitude to the job Two staff departments that need special attention during this time and in the near future are the sales department and the tour guide + The sales team should be thoroughly trained in sales and marketing processes, always ensure that they are honest people and willing to help customers wholeheartedly + The tour guide also needs to be trained in the customer service process, need to constantly check the tour guide of the company's specific tour routes It is advisable to invest in training instructors on medical first aid and handle unexpected situations on the tour when there is no direct support from the company - The second, it is necessary to expand new programs, especially tours with foreign partners to expand the market to Southeast Asia - The third, the company should set up a department specializing in market research to contribute to increasing business efficiency - The fourth, the company should regularly track and accurately plan and timely calculate sales revenue This tracking will help the company accurately identify sales and payments to the company's partners or distributors so that the company has plans to promote sales to increase revenue -The fifth, the company should continue to focus on promoting the company's image through business partners or social networks STUDENT: HO THI NGOC HUYENCODE: 702 GRADUATION PAPER 45 Supervisor: TRAN THI MINH GIANG, Ph.D - The sixth, in terms of customer care services, the customer care staff must understand the psychology of visitors, know how to behave quickly at work STUDENT: HO THI NGOC HUYENCODE: 702 GRADUATION PAPER 46 Supervisor: TRAN THI MINH GIANG, Ph.D REFERENCES ENGLISH BOOKS Duff, J.A.M., Ketchand, A.A (1998) Examining the Role of service quality in Overall service satisfaction, Journal of Managerial Issues VIETNAMESE BOOKS Nguyen Van Manh & Nguyen Dinh Hoa (2015) Giáo trình quản trị kinh doanh lữ hành Nhà Xuất Bản Đại Học Kinh Tế Quốc Dân Nguyen Van Manh & Nguyen Dinh Hoa (2015) Giáo trình marketing du lịch Nhà Xuất Bản Đại Học Kinh Tế Quốc Dân Tran Phi Hoang (2012) Nghiệp vụ lữ hành Nhà Xuất Bản Đại Học Kinh Tế Quốc Dân WEBSITES Cambridge Dictionary.(n.d) Retrieved from https://dictionary.cambridge.org/ General Statistics Office of Vietnam Social and economic situation report in 2020.(n.d) Retrieved from https://www.gso.gov.vn/du-lieu-va-solieu-thong-ke/2020/09/tinh-hinh-kinh-te-xa-hoi-thang-9-va-9-thang-nam2020/ Ministry of Health of Vietnam Statistics of Covid-19 cases.(n.d) Retrieved from https://ncov.moh.gov.vn/vi/web/guest/trang-chu The situation of people using the Internet in Vietnam 2020.(n.d) Retrieved from: https: //vnetwork.vn/news/thong-ke-internet-viet-nam-2020 STUDENT: HO THI NGOC HUYENCODE: 702 GRADUATION PAPER 47 Supervisor: TRAN THI MINH GIANG, Ph.D SUPERVISOR’S COMMENT -🙠🙠🙠🙠🙠 - STUDENT: HO THI NGOC HUYENCODE: 702 ... the topic "An investigation into the real situation and some solutions to improving business efficiency in low seasons at Vietnam Travel Keys Company" with the desire to apply into practice the. .. at low seasons This is what prompted me to decide to choose the topic "An investigation into the real situation and some solutions to improve business efficiency in low seasons at Vietnam Travel. ..MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION PAPER HO THI NGOC HUYEN AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO IMPROVING USINESS EFFICIENCY