AN INVESTIGATION INTO THE REAL SITUATIONS OF RECEPTION DEPARTMENT AND SOME SOLUTIONS TO IMPROVING THE SERVICE QUALITY AT MUONG THANH LUXURY SONG HAN DA NANG HOTEL

MINISTRY OF EDUCATION AND TRAINING DUY TAN UNVERSITY FACULTY OF ENGLISH GRADUATION THESIS HOANG THI HA PHUONG AN INVESTIGATION INTO THE REAL SITUATIONS OF RECEPTION DEPARTMENT AND SOME SOLUTIONS TO IMPROVING THE SERVICE QUALITY AT MUONG THANH LUXURY SONG HAN DA NANG HOTEL GRADUATION THESIS IN SOCIAL SCIENCES AND HUMANITIES GRADUATION PAPER SUPERVISOR: MAI LAN THI, M.A DA NANG – May 2021 STUDENT: HOANG THI HA PHUONG – K23NAD5 CODE: 23203210449 MINISTRY OF EDUCATION AND TRAINING DUY TAN UNVERSITY FACULTY OF ENGLISH GRADUATION THESIS HOANG THI HA PHUONG AN INVESTIGATION INTO THE REAL SITUATIONS OF RECEPTION DEPARTMENT AND SOME SOLUTIONS TO IMPROVING THE SERVICE QUALITY AT MUONG THANH LUXURY SONG HAN DA NANG HOTEL Major : English For Tourism Code : K23.702 SUPERVISOR: MAI LAN THI, M.A GRADUATION PAPER SUPERVISOR: MAI LAN THI, M.A DA NANG – May 2021 STUDENT: HOANG THI HA PHUONG – K23NAD5 CODE: 23203210449 GRADUATION PAPER SUPERVISOR: MAI LAN THI, M.A ACKNOWLEDGMENT This graduation thesis could not be finished without the invaluable help, advice, and encouragement of many people that have contributed to my success First of all, I would like to express my sincere thanks to all the teachers of the Faculty of English who have imparted valuable knowledge to me during the time studying at the school The knowledge gained in the learning process is not only the foundation to complete the graduation thesis but also helps me in my future work Secondly, I would like to express my deepest gratitude to Ms Mai Lan Thi, who dedicated herself to guiding and helping me throughout the process of completing this graduation paper topic Besides, the deepest and the most sincerely feelings, allow me to express my gratitude to Ms Van Thi Trinh Hieu – Front Office Manager and all staff of Muong Thanh Luxury Song Han Da Nang Hotel for receiving, supporting and providing data to complete this graduation topic well Finally, I would like to thank my parents and friends for always supporting me and being firm spiritual support for me when facing difficulties Because of the limited knowledge, the graduation paper cannot avoid its shortcomings, I hope the teachers' suggestions for me to learn from experience and complete better Once again, I would like to express my thanks to everyone Wishing everyone success and happiness Yours sincerely, Hoang Thi Ha Phuong STUDENT: HOANG THI HA PHUONG – K23NAD5 CODE: 23203210449 GRADUATION PAPER SUPERVISOR: MAI LAN THI, M.A STATEMENT OF AUTHORSHIP Except where reference is made in the text of the graduation thesis, this thesis contains no material published elsewhere or extracted in the whole or in part from a graduation 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 graduation thesis This graduation thesis has not been submitted for award of any degree or diploma in any other tertiary institution Da Nang, May 27th, 2021 Student HOANG THI HA PHUONG STUDENT: HOANG THI HA PHUONG – K23NAD5 CODE: 23203210449 GRADUATION PAPER SUPERVISOR: MAI LAN THI, M.A ABSTRACT In this graduation thesis, I would like to analyze the real situations of the reception department and give some solutions to improving the service quality at Muong Thanh Luxury Song Han Da Nang Hotel This graduation thesis (a) begins with why I selected this topic (rationale), (b) presents some concepts involved in the reception department and the service quality, (c) describes Muong Thanh Luxury Song Han Da Nang Hotel and the services of the reception department, (d) analyses and evaluates the service quality of the reception department and then (e) shows the difficulties that are being encountered and offer useful solutions to improve the service quality of the reception department at the hotel, finally (f) summarizes the content of the graduation thesis and make suggestions for the faculty, students as well as Duy Tan University By doing this research, I hope the Muong Thanh Luxury Song Han Da Nang Hotel will improve service quality at the reception department and attract more and more visitors to the hotel STUDENT: HOANG THI HA PHUONG – K23NAD5 CODE: 23203210449 GRADUATION PAPER SUPERVISOR: MAI LAN THI, M.A LIST OF TABLES, DIAGRAMS AND CHARTS TABLES PAGE Table 3.2.4.1 Room rates at Muong Thanh Luxury Song Han Da Nang Hotel 45 Table 4.1.1 Number of tourists coming to Muong Thanh Luxury Song Han Da Nang Hotel 53 Table 4.1.2.1 The business operation results of hotel in 2019 and 2020 55 Table 4.1.2.2 Revenue of the hotel in 2019 and 2020 56 Table 4.1.3 The customer rated the service quality at Muong Thanh Luxury Song Han Da Nang Hotel 58 Table 4.2.1 Labor structure of Reception Department at Muong Thanh Luxury Song Han Da Nang Hotel in 2019 and 2020 63 Table 4.2.2 The tool, facilities and equipment of the Reception Department 66 Table 4.2.4 The customer rated the service quality of the Muong Thanh Luxury Song Han Da Nang Hotel’s Reception Department 70 DIAGRAMS PAGE Diagram 2.2.5 The Relationship between the Reception Department and Other Department in the hotel 13 Diagram 3.2.2.1 Organization system of Muong Thanh Luxury Song Han Da Nang Hotel 26 Diagram 3.3.2 Structure of the Reception Department in Muong Thanh Luxury Song Han Da Nang Hotel .49 Diagram 4.2.3 The process of serving guests at the Reception Department 67 CHARTS PAGE Chart 4.1.2.2 The charts above compare revenue of groups of services at Muong Thanh Luxury Song Han Da Nang Hotel between 2019 and 2020 .57 STUDENT: HOANG THI HA PHUONG – K23NAD5 CODE: 23203210449 GRADUATION PAPER SUPERVISOR: MAI LAN THI, M.A Chart 4.1.3 The customer rated the service quality at Muong Thanh Luxury Song Han Da Nang Hotel 59 LIST OF PICTURES PICTURES PAGE Picture 3.1.2 Logo of the brand “Muong Thanh” 22 Picture 3.2 Muong Thanh Luxury Song Han Da Nang Hotel 24 Picture 3.2.3.1 Superior Twin room .32 Picture 3.2.3.1 Deluxe room 33 Picture 3.2.3.1 Premier Deluxe room .34 Picture 3.2.3.1 Grand Suite room 35 Picture 3.2.3.1 President Suite room 36 Picture 3.2.3.2 Conference room 37 Picture 3.2.3.3 Cemellia Restaurant .38 Picture 3.2.3.4 Tulip Bar & Coffee 39 Picture 3.2.3.5 Swimming Pool .40 Picture 3.2.3.6 Sauna room 41 Picture 3.2.3.7 Gym’s facilities 42 Picture 3.2.3.7 Karaoke room 43 Picture 3.2.3.7 Casino Club’s facilities 44 Picture 3.3.1 Lobby area of Muong Thanh Luxury Song Han Da Nang Hotel 48 STUDENT: HOANG THI HA PHUONG – K23NAD5 CODE: 23203210449 GRADUATION PAPER SUPERVISOR: MAI LAN THI, M.A LIST OF ABBREVIATIONS & : And IT : Information Technology HR : Human Resources FO : Front Office HK : Housekeeping F&B : Food and Beverage GM : General Manager FOM : Front Office Manager AFOM : Assistant Front Office Manager GRO : Guest Relations Office REC : Recreation STUDENT: HOANG THI HA PHUONG – K23NAD5 CODE: 23203210449 GRADUATION PAPER 80 SUPERVISOR: MAI LAN THI, M.A challenges and difficulties Below are some of the difficulties that the Muong Thanh Song Han Da Nang Hotel Reception Department is facing - Covid-19 epidemic causes the number of visitors to the hotel less and the revenue to decrease - Poor facilities such as elevators, slow fax machines, old air conditioners that are not cool enough Therefore, it is not able to meet the needs of customers - The number of employees is currently small, leading to a shortage of staff in the peak season - Because the epidemic is complicated and sudden, it leads to many difficulties For example, the hotel revenue has decreased sharply, so it is difficult to ensure the income for employees of the department as well as the hotel - With the salary cut, the job becomes busier because the lack of staff leads to the state of employees being discouraged, reducing the productivity of the job and resignation occurs - The competition in the market is getting fiercer For instance, more and more tourist accommodation establishments, hotels with new and modern equipment offer many incentives to attract customers Promotions, discounts, tour combo, are applied more and more From the difficulties above, the department managers, boards of hotel management need to take measures to improve the above situation and attract guests to the hotel 5.2 Some solutions to improve the service quality of the Reception Department Muong Thanh Luxury Song Han Hotel is a 5-star hotel belonging to Muong Thanh Group Although having just been in operation for more than year, Muong Thanh Luxury Song Han Da Nang hotel has built itself a solid position in the hearts of customers To achieve such achievements, it is a process of striving for a team of staff from low to high in the hotel So to keep the achievements achieved and continue to develop in the future Leaders of Muong Thanh Luxury Song Han Da Nang need to take measures to consolidate and renew the quality of service to bring STUDENT: HOANG THI HA PHUONG – K23NAD5 CODE: 23203210449 GRADUATION PAPER 81 SUPERVISOR: MAI LAN THI, M.A customers the maximum satisfaction possible, to avoid backwardness in the context of more and more customers New hotels have sprung up with outstanding modern equipment and scale The Front Office department is an important part of contact with customers, a bridge to bring customers the message of the hotel through services Therefore, service and professional quality must be further improved to bring satisfaction to customers, maintain a beautiful image in the heart of customers and contribute to improving revenue for the hotel in the current time economic difficulties and fierce competition at present The welcome and attentive service in the first meeting when guests come to the hotel directly affect the perception of customers Therefore, the service quality of the Reception Department is very important Improving service quality at the Reception Department is a strategic direction, bringing many benefits, positively impacting business performance and long-term development of the hotel Here are some solutions to improve service quality at the Reception department 5.2.1 About facilities and equipment of the department In general, the technical facilities and equipment in Muong Thanh Luxury Song Han Da Nang hotel are relatively good, the rooms are always quality assurance But some equipment is gradually degraded, not ensuring quality during service To better in serving guests, it is necessary to some of the following tasks: - Continuing to further strengthen equipment maintenance Besides, replace equipment is old and used for a long time - Upgrading some degraded equipment and handling problems encountered at the Reception Department to contribute to improving the service quality For example, the fax machine is slow, the computer is broken, Smile management software is overloaded, STUDENT: HOANG THI HA PHUONG – K23NAD5 CODE: 23203210449 GRADUATION PAPER 82 SUPERVISOR: MAI LAN THI, M.A - Checking and maintaining the elevator system to help the elevator's operation better - Checking the air conditioning systems, electric lights, speakers, televisions and other machines to avoid dust or damage - Adding more books and newspapers on the bookshelf - Investing more in a walkie-talkie system because there is only one walkie-talkie to contact with other departments Sometimes, employees not have enough equipment to communicate with other departments - Cleaning regularly equipment, tools, decorative items at the department to avoid dust - Setting up a number of tables and chairs in the lobby so that when the number of guests is crowded (in peak season or group guests), guests can sit without having to stand to cause disorder and loss of aesthetics at the hotel lobby - Arranging and redecorating the front desk so that it is neat and eye-catching to create a sense of comfort for guests If the above remedies are implemented, it will be a favorable condition for the Receptionist to complete the task well as well as receive the satisfaction of the guests From there, contribute to improving the overall service quality and revenue of the hotel 5.2.2 About the department's staff With the current situation, there are staffs in the department, so there is only one staff in each shift They undertake and handle many different jobs as the same time (pre-check in, check-in, check-out, answer the phone, make payment, ) Improving the quality of staff in the department is a very important solution in improving service quality at the Reception Department Some ways to improve the Receptionist's qualifications and skills include: STUDENT: HOANG THI HA PHUONG – K23NAD5 CODE: 23203210449 GRADUATION PAPER 83 SUPERVISOR: MAI LAN THI, M.A - Encouraging and prioritizing candidates with high educational and professional qualifications, proficiency in foreign languages, know how to handle situations, and have a lot of experience - Organizing professional training and fostering sessions for employees - Adding constantly personnel to ensure the number of personnel for the operation in the department - Introducing a policy of rewarding and increasing salaries for employees so that they can be proactive and active in their work From the above measures, it is possible to partly improve the skills and expertise of the Receptionist as well as improve the service quality of the Reception Department at Muong Thanh Luxury Song Han Da Nang Hotel 5.2.3 About the management Management plays an important role in the operation and quality management of the Reception Department at Muong Thanh Luxury Song Han Da Nang Hotel All activities of the Reception Department are understood and operated by the board of management Therefore, it is necessary to take measures to improve the management system of the department in order to further improve the service quality - Completing the management as well as controlling the department's service quality - Researching and developing a service quality assessment system for the Reception Department - Supervising closely and having a stronger voice towards employees, if employees make mistakes, can be used disciplinary measures to avoid cover-ups - Increasing their credibility as well as their voice in front of employees to improving the service quality of the department - Researching customer complaints as well as comments on websites to help employees learn from work experience, not repeat the mistakes they have STUDENT: HOANG THI HA PHUONG – K23NAD5 CODE: 23203210449 GRADUATION PAPER 84 SUPERVISOR: MAI LAN THI, M.A caused, improve the service quality of the department, especially satisfy customers even the most demanding customers The above solutions can partly improve the service quality at the Reception department Besides, creating the first impression on guests when coming to Muong Thanh Luxury Song Han Da Nang Hotel 5.2.4 About guest service process The Reception Department needs to shorten the maximum time for check-in and check-out by urging and reminding staff to regularly update the status of guests about to check-in and check-out to prepare necessary procedures Before guests arrive, such as preparing room keys, breakfast vouchers, checking rooms, etc Encourage staff to talk more with guests, including VIPs, members or regular guests to form a close and friendly relationship with guests, giving guests a feeling of care and attentive service Avoiding gestures, attitudes, offensive words, belittle customers and discriminate between customers CHAPTER CONCLUSION AND SUGGESTIONS 6.1 Conclusion Today, in Vietnam, the hotel business is thriving, people's lives are improved, leading to an increase in demand for entertainment, dining, accommodation, tourism, and entertainment, The tourism industry in Vietnam in general and Da Nang in particular have a lot of domestic and international tourists, along with the attention of investors, leading to the birth of many large hotels such as Vinpearl, STUDENT: HOANG THI HA PHUONG – K23NAD5 CODE: 23203210449 GRADUATION PAPER 85 SUPERVISOR: MAI LAN THI, M.A Four Point by Sheraton, Golden Bay, In this fierce competition, in order to stay strong in the hotel business, every hotel must actively improve its weaknesses, improve quality, complete shortcomings and these are concerns of Muong Thanh Luxury Song Han Da Nang Hotel The hotel is located in the center of Da Nang city just 1.5 km from Da Nang International Airport, 4km from My Khe beach So it is very convenient for moving to shopping centers, tourist attractions During my research on Muong Thanh Luxury Song Han Da Nang Hotel in general and the reception department in particular, I had a practical perspective on the work as well as the importance of the reception department Specifically, the front desk department is always considered the face of the hotel because this is the place where guests will come first when entering the hotel and meet last after leaving the hotel The receptionist will be the person who gives customers detailed information about the hotel accommodation, advice or notes and is also the person to receive comments and complaints in the process of customer's use accommodation services Customers will only be satisfied if the attitude of the receptionist is always cheerful, enthusiastic, friendly and the most enthusiastic instructions Although in the process of working between the customer and the receptionist it is always easy to have unexpected arguments, a receptionist who is always smart and respectful to the customer will leave the customer a friendly look Therefore, it is necessary to improve service quality based on customer feedback and contribution to bring high revenue to the hotel business The good results achieved by the hotel during the period 2019-2020 are attributed to the strengths in amenities, infrastructure and service quality The hotel not only provides accommodation services but also food services, health care, entertainment, transportation, shopping, laundry, The receptionist department will well to welcome customers, understand the needs of customers and make the right choices and advice, and make customers spend more money on all of the hotel's premium accommodation facilities will help boost hotel revenues The hotel aims to provide customers with a STUDENT: HOANG THI HA PHUONG – K23NAD5 CODE: 23203210449 GRADUATION PAPER 86 SUPERVISOR: MAI LAN THI, M.A comfortable, warm and luxurious environment with the desire that they will have the best time to stay The hotel as well as the reception department always promote its inherent strengths, although there are still many weaknesses that need to be overcome In addition to these advantages, there are challenges that hotels face, such as competitors, geographical location, The attitude at work is always their power for the receptionist department However, there are weaknesses in the variety of foreign languages and soft skills that need to be overcome During the course of operation, the management of the hotel has always made efforts to strengthen service quality management, upgrade and complete technical infrastructure system, regularly train staff, With comments showing the importance of the reception department in the hotel, we researched and gathered information from reputable sources to complete the topic: “An Investigation into the Real Situations of Reception Department and Some Solutions to Improving the Service Quality at Muong Thanh Luxury Song Han Da Nang Hotel.” This study helps give practical and objective perspectives on the hotel in general and the reception department in particular and we have also provided solutions to address challenges and improve the service quality of Muong Thanh Luxury Song Han Da Nang Hotel With the real knowledge learned and the knowledge coming from the research, I hope it will be useful for the development of the hotel 6.2 Suggestions 6.2.1 Suggestions for Duy Tan University Duy Tan University is the first and largest private university in Central Vietnam with multi-level, multi-disciplinary and multi-disciplinary training The school constantly trains young Vietnamese generations to develop, contributing quality human resources to the process of industrialization – modernization and socio- STUDENT: HOANG THI HA PHUONG – K23NAD5 CODE: 23203210449 GRADUATION PAPER 87 SUPERVISOR: MAI LAN THI, M.A economic development of the country In addition, it contributes most of the work in the cause of improving the educational level of the people and socializing education Duy Tan University has cooperated with famous universities in the US to transfer training programs such as Carnegie Mellon University (CMU), Pennsylvania State University, California State University in Fullerton, With a good and optimal learning environment, high learning conditions – Duy Tan University also has many achievements and certificates of merit Besides the advantages, there are also some disadvantages: - Some campuses of the school are old and deteriorated, making it difficult for the students and lecturers to learn and teach Schools should upgrade the equipment and facilities at the school, or change to other newer and more modern facilities - The issue of tuition fees is always the most controversial issue because the school has continuously increased tuition fees in the past or years, making many students frustrated For example, students of the foreign language department always have to study in old, degraded institutions but still increase the student's tuition Therefore, the school needs to review the issue of tuition fees and offer an appropriate fee for students 6.2.2 Suggestions for Faculty of English As a student's Faculty of English at Duy Tan University, I would like to give my suggestions to the faculty to improve the quality The first is about curriculum, the curriculum should be paid more attention in giving students practice than teaching theory, students should be allowed to participate in extracurricular activities, practical and creating opportunities for student's English for Tourism students practice their skills and language Besides, I hope that the Faculty of English will have more foreign teachers to create more opportunities to exchange, communicate as well as improve the English level of students STUDENT: HOANG THI HA PHUONG – K23NAD5 CODE: 23203210449 GRADUATION PAPER 88 SUPERVISOR: MAI LAN THI, M.A The second is about the internship time, six weeks of the internship is less so that students can practice, understand more deeply about work skills as well as improve their own experience The internship time should be from eight weeks to twelve weeks The third is about the classroom facilities Most of the subjects of the Faculty of English are studied at the 334/4 Nguyen Van Linh and 137 Nguyen Van Linh campus, where facilities are old and degraded For example, the projector is quite dim, students cannot see the projection clearly There is no elevator, so students and teachers are forced to climb stairs, which is very inconvenient for going to school and going up and down to get materials and tools Hopefully, it can be arranged for students of the Faculty of English to study in other facilities that are cleaner and more fully equipped 6.2.3 Suggestions for Student The university environment requires more active learning, but many students are too passive Different psychological obstacles prevent students from exploiting their own talents, but only passive acquiring knowledge Each student has different perspectives and thinking directions, so students should actively contribute their own personal views in learning, which helps to diversify ideas in the learning process In addition, students should not only study according to the program offered by the lecturer, students should seek new sources of knowledge by themselves and find effective learning methods to improve their own level REFERENCES Vietnamese Books STUDENT: HOANG THI HA PHUONG – K23NAD5 CODE: 23203210449 GRADUATION PAPER [1] 89 SUPERVISOR: MAI LAN THI, M.A Khoa Du lịch, Giáo trình Quản trị kinh doanh khách sạn, Đại học Kinh tế Quốc dân [4] Luật Du Lịch (2007), Thông tư số 88/2008/TT-BVHTTDL ngày 30/12/2008, Tổng cục Du lịch Việt Nam [5] Khoa Du Lịch, Giải thích thuật ngữ du lịch khách sạn, Đại học Kinh tế Quốc dân English Books [3] Rumekso (2002), Houskeeping Hotel [7] Jerome J Vallen, Check In – Check Out [8] Agusanwar, Resepsionist Hotel [13] Department of Hotel and Tourism Management, Petra College for Tourism and Archaeology, Al-Hussein Bin Talal University Websites [2] www.businessdictionary.com [6] https://hotelcareers.vn/kien-thuc-nganh/gioi-thieu-ve-bo-phan-le-tan-khachsan [9] https://www.joetheitguy.com/itsm-basics-what-is-a-service [10] https://www.economicsdiscussion.net/marketing-2 [11] https://www.ligsuniversity.com/en/blogpost/introduction-to-service-marketing [12] https://www.ukessays.com/essays/marketing/definition-of-service-qualitymarketing-essay.php [14] https://luanantiensi.com/khai-niem-chat-luong-dich-vu APPENDIX QUESTIONAIRES Dear Sir/Madam! STUDENT: HOANG THI HA PHUONG – K23NAD5 CODE: 23203210449 GRADUATION PAPER 90 SUPERVISOR: MAI LAN THI, M.A My name is Hoang Thi Ha Phuong I am currently a 4th-year student majoring in English for Tourism at Duy Tan University, Da Nang city I practiced at the Reception Department of Muong Thanh Luxury Song Han Da Nang Hotel for weeks Currently, I need some information and practical data to complete the graduation thesis: “An Investigation into the Real Situations of Reception Department and Some Solutions to Improving the Service Quality at Muong Thanh Luxury Song Han Da Nang Hotel” Therefore, I would greatly appreciate it if you could spend some of your time answering some of the questions below Your opinion will provide me with a lot of useful information for my research and finally to be able to improve the service quality of the Reception Department at Muong Thanh Luxury Song Han Da Nang Hotel I pledge to you that your personal information will be kept confidential and will not be used for any other kind of business Thank you very much for your help! A PERSONAL INFORMATION Name : Gender : Male/ Female Age: Nationality : Number of room : Email : Contact : B SURVEY How many times have you stayed at Muong Thanh Luxury Song Han Da Nang Hotel? STUDENT: HOANG THI HA PHUONG – K23NAD5 CODE: 23203210449 GRADUATION PAPER 91 SUPERVISOR: MAI LAN THI, M.A o The first time o The third time o More than third o The second time How did you know about Muong Thanh Luxury Song Han Da Nang Hotel? o Travel agent o Internet o Relatives, friends How long have you stayed at the hotel? o One night o Three nights o More than three o Two nights How you feel about the hotel's decoration? o Luxurious, trendy o Normal o Not eye-catching o Elegant, polite How you rate the facilities and equipment at the hotel? o Very useful o Normal o Not good at all o Convenient Have you enjoyed the food at the Hotel Cemellia Restaurant yet? o Already o Not yet How you feel about the food at the restaurant? o Extremely delicious o Moderately delicious o Not at all delicious o Quite delicious Please indicate your satisfaction level with the information about the Reception Department at Muong Thanh Luxury Song Han Da Nang Hotel Rated on a scale from to as follows 1: Very good 3: Pretty good 2: Good 4: Not good Design and decoration of the department Facilities and equipment at the department Appearance (presentable uniform, neat hair) of the STUDENT: HOANG THI HA PHUONG – K23NAD5 5: Very 1 2 3 4 5 CODE: 23203210449 GRADUATION PAPER 92 SUPERVISOR: MAI LAN THI, M.A Receptionist How friendly is the Receptionist? The service attitude of the Receptionist Guest service process of the department The receptionist's ability to communicate in foreign 1 2 3 4 5 languages Communication skill Ability handle problems The receptionist's level of knowledge How helpful was the concierge throughout the guest’s 1 2 3 4 5 5 stay? Ability to coordinate with other departments Overall, at what level were you satisfied with Muong Thanh Luxury Song Han Da Nang Hotel? o o Extremely satisfied o Quite dissatisfied o Quite satisfied o Dissatisfied o Somewhat satisfied o Extremely dissatisfied 10 How likely are you to stay at our hotel again? o Extremely likely o Quite likely o Somewhat likely o Not at all likely STUDENT: HOANG THI HA PHUONG – K23NAD5 CODE: 23203210449 11 Will you introduce Muong Thanh Luxury Song Han Da Nang Hotel to other people? o No, I won’t o I’m not sure o Yes, I will C GUESTS’ COMMENTS, QUESTIONS OR CONCERNS After using the services at Muong Thanh Luxury Song Han Da Nang Hotel, which makes you feel really satisfied? What makes you not satisfied with the quality of services at Muong Thanh Luxury Song Han Da Nang Hotel? In your opinion, what should Muong Thanh Luxury Song Han Da Nang Hotel to improve the quality of services to better meet the needs of guests? SUPERVISOR’S COMMENTS ... Thanh Luxury Song Han Da Nang Hotel is one of the luxury hotels in Da Nang City of Muong Thanh Hotel Group With the 5-star hotel standard, Muong Thanh Luxury Song Han Da Nang Hotel is in the chain... GRADUATION THESIS HOANG THI HA PHUONG AN INVESTIGATION INTO THE REAL SITUATIONS OF RECEPTION DEPARTMENT AND SOME SOLUTIONS TO IMPROVING THE SERVICE QUALITY AT MUONG THANH LUXURY SONG HAN DA NANG HOTEL. .. Thanh Luxury Song Han Da Nang Hotel? ??s operation system 3.2.2.1 Muong Thanh Luxury Song Han Da Nang Hotel? ??s organizational diagram Muong Thanh Luxury Song Han Da Nang Hotel highly appreciates the