AN INVESTIGATION INTO THE STRENGTHS AND WEAKNESSES OF RECEPTION DEPARTMENT AT HOA SEN HOTEL AND SOME SOLUTIONS TO IMPROVING ITS SERVICE QUALITY

MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION PAPER NGUYEN LUU TIEN HIEN AN INVESTIGATION INTO THE STRENGTHS AND WEAKNESSES OF RECEPTION DEPARTMENT AT HOA SEN HOTEL AND SOME SOLUTIONS TO IMPROVING ITS SERVICE QUALITY CODE : K22.702 COURSE : 2016 – 2020 Da Nang – May 2020 MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION PAPER NGUYEN LUU TIEN HIEN AN INVESTIGATION INTO THE STRENGTHS AND WEAKNESSES OF RECEPTION DEPARTMENT AT HOA SEN HOTEL AND SOME SOLUTIONS TO IMPROVING ITS SERVICE QUALITY CODE : K22.702 COURSE : 2016 – 2020 SUPERVISOR : TRAN THI NGOC TUYEN, M.A Da Nang – May 2020 Graduation Paper i Supervisor: Tran Thị Ngoc Tuyen, M.A ACKNOWLEDGEMENTS During the preparation of this report, I would like to sincerely thank many wonderful people who helped and assisted me in completing the report I would like to have special gratitude to the following persons and organizations: First of all, I would like to express my sincere thanks to the headmaster and all of the teachers at Duy Tan University I cannot express enough the gratefulness to my teachers at Duy Tan University for their endless enthusiasm Especially, I am very grateful to M.A Tran Thi Ngoc Tuyen and I would like to express my deepest gratitude for her help and transfer of precious experiences, which will prepare us for knowledge to get to life I would also like to express my sincere thank the board of Hoa Sen Hotel and the members of the hotel who provided me with the necessary information and materials for me to complete the thesis Finally, I would like to send my sincere gratitude to my family and friends who have always encouraged, helped and facilitated me in the past four years and completed my graduation thesis Due to time constraints as well as research qualifications and experiences, my thesis has many shortcomings I look forward to receiving the comments of the teachers, researchers so that my thesis can be more completed Student: Nguyen Luu Tien Hien Code: Graduation Paper ii Supervisor: Tran Thị Ngoc Tuyen, M.A STATEMENT OF AUTHORSHIP Except where reference is made in the text of the study, this study contains no material published elsewhere or extracted in the whole, or in part from a study by which I have qualified for or been awarded another degree or diploma No other person’s work has been used without due acknowledge in the study This study paper has not been submitted for the award of any degree or diploma in any other tertiary institution Danang, May 2020 NGUYEN LUU TIEU HIEN Student: Nguyen Luu Tien Hien Code: Graduation Paper iii Supervisor: Tran Thị Ngoc Tuyen, M.A ABSTRACT This graduation paper investigates the real situation and provides solutions to improving the service quality of the receptionists at Hoa Sen Hotel; this case study is carried out based on the theoretical background and the practical data To find the result, I collect all of the main related information about the limitations and the customer's evaluations of the receptionist activity through my survey, findings, and observation Based on this information, I offer a number of main problems in the hotel services quality and provide solutions to improving the service quality at Hoa Sen Hotel Student: Nguyen Luu Tien Hien Code: Graduation Paper iv Supervisor: Tran Thị Ngoc Tuyen, M.A LIST OF TABLES AND FIGURES List of Figure: Figure 1: Receptionist Organization Chart at Hoa Sen Hotel Error: Reference source not found Figure 2: Organizational Structure of Management at Hoa Sen Hotel Error: Reference source not found Figure 3: The organization chart of the receptionist at Hoa Sen Hotel Error: Reference source not found List of Image: Image 1: Hoa Sen Hotel Error: Reference source not found Image 2: The Reception at Hoa Sen Hotel .Error: Reference source not found List of tables: LIST OF ABBREVIATIONS Student: Nguyen Luu Tien Hien Code: Graduation Paper v Supervisor: Tran Thị Ngoc Tuyen, M.A CEO : Chief Executive Officer F&B : Food and Beverage FO : Front Office VND : Vietnam dong TABLE OF CONTENTS APPENDIX Student: Nguyen Luu Tien Hien Code: Graduation Paper Supervisor: Tran Thị Ngoc Tuyen, M.A PART 1: INTRODUCTION Rationale Along with the development of economic sectors, tourism is considered as one of the important industries for the development of our country in the coming period Vietnam is a country with stable political security With a culture filled with national identity, beautiful natural landscapes and famous destinations are enough to attract domestic and international visitors Besides, the tourism industry is developing very fast because the travel needs of people are increasing and gradually becoming an essential need of life Following that trend, Vietnam's tourism industry in general and the hotel business in particular have undergone great changes The development of Vietnam's tourism industry in recent years has contributed significantly to the hospitality industry With the increasing number of hotels, hotels must take measures to attract customers and thereby confirm their competitive position in the market Vietnam has more and more tourism partners, requiring Vietnam to pay attention to the quality of services to meet the needs of international tourists They are not only willing to spend a large amount of money on tourism activities but also have a lot of travel experience Customers have a lot of options to suit their usage needs They often compare the quality of this hotel with other hotels Currently, there are many competing factors such as price, facilities and most important is the service attitude of the hotel staff In particular, the Reception Department plays an important role, because businesses can transmit information, guidance, explanations as well and solve customer complaints or questions through this department Besides, the Reception Department is the first and the last department to meet guests, considered as the face of the hotel that represents the hotel, welcoming guests to meet all Student: Nguyen Luu Tien Hien Code: Graduation Paper Supervisor: Tran Thị Ngoc Tuyen, M.A their needs while they stay and leave Reception activities have an important role in creating the first impression of the hotel Therefore, the improvement of the receptionist's quality is extremely important and necessary The reception is the mirror that reflects the entire image of the hotel Through the Reception, you can judge whether the quality of the hotel is good or not From there, it is possible to explore the needs of different types of customers, meet their needs as much as possible Outstanding in the tourist routes of Central Vietnam, the ancient town of HoiAn is one of the attractions of many domestic and foreign tourists by the rustic, simple and poetic beauty of a long-standing city Coming to Hoi An, tourists cannot ignore places such as Cau Pagoda, Fujian Assembly Hall, Cantonese Assembly Hall, Tra Que Vegetable Village, Thanh Ha Pottery Village, An Bang Beach, and special dishes features of Quang Visitors here are enthusiastically served by the modern service system including accommodation facilities, restaurants, hotels, and entertainment areas Hoa Sen Hotel is one of the good choices of tourists visiting Hoi An old town Hoa Sen Hotel is the 3-star hotel in Hoi An, along with a convenient location, the staff in recent years has also been appreciated, particularly the reception staff However, to improve the service quality, the hotel still needs to overcome the limitations Starting from the above points, along with the enthusiastic support of the teachers, I decided to choose the topic: “An investigation into the strengths and weaknesses of Reception Department at Hoa Sen Hotel and some solutions to improving its service quality” to be a topic of my graduation thesis Student: Nguyen Luu Tien Hien Code: Graduation Paper Supervisor: Tran Thị Ngoc Tuyen, M.A Aims and Objectives 2.1 Aims -In this project, I will study the actual situation of operation and quality of the reception department at the Hoa Sen Hotel -Then I comment and assess the quality of hotel services -In addition, I also provide some solutions to improving the quality of Hoa Sen hotel services 2.2 Objectives Based on the set aims, the thesis proceeds to solve the following research tasks: •Analysis and evaluation customer satisfaction with the hotel •Finds out the strengths and weaknesses of the receptionists of the Hoa Sen hotel •Propose some suggestions to improve and advance the service quality of the receptionist at the Hoa Sen Hotel Scope of the Study: This study mainly focused on the working situation of the reception department, customer assessment of reception services at Hoa Sen Hotel Thereby, I propose some solutions to improving the service quality of the receptionist at Hoa Sen Hotel Method of the study: To complete this graduation, the author used many methods including: •First, I collected some information from books, newspapers, and websites related to paper documents •Second, I used the survey methods, information collected to complete this topic Student: Nguyen Luu Tien Hien Code: Graduation Paper 37 Supervisor: Tran Thị Ngoc Tuyen, M.A Hoa Sen Hotel is very large and prestigious, so most of the hotels received good and very good feedbacks, accounting for 53.33% and 37.78% However, there are still some negative feedbacks The number of guests complains is small, accounting for 7.77% Besides, the hotel has some errors due to negligence that makes guests unhappy, (1.11%) 3.2.2 Analysis and evaluation customer satisfaction Satisfaction level of Receptionist: a Appearance Very good Good Quite Bad 34,27% Good 59,61% 4,35% 1,77% b Service style of staff 35,60% 61,09% 2,15% 1,16% c Level of foreign languages 43,38% 53,25% 2,28% 1,09% d Professional level of 44,28% 53,21% 1,46% 1,05% specialization Table 3: Customer reviews of reception satisfaction Because welcome guests, check-in and check-out is very important, friendly, honest and professional are a must for the receptionists Through the survey there were a number of opinions: The first factor is the customer's impression toward the staff, with 59.61% of good rates customers The receptionists at Hoa Sen hotel are mostly young, an average are 21 to 26 years old The supervisory and managerial positions contain people who are experienced and not over 40 years old All employees of the department are carefully selected with beautiful and friendly appearance, flexibility to handle a lot of difficult problems However, 4.35% of customers rate it badly The employees sometimes work with a tiring mood and they not focus on their work, making customers unhappy Student: Nguyen Luu Tien Hien Code: Graduation Paper 38 Supervisor: Tran Thị Ngoc Tuyen, M.A Next, the receptionist's uniform is traditional pink Ao dai, with neat hair before they change their shifts Especially, foreign tourists love traditional Ao Dai, so they leave a good impression (61.09%) Most of hotel staff are always well-trained and always smile when interacting with the tourists In the working time, employees must always stand upright and speak quietly, not joking at work However, some employees were not rated well by customers, (1.16%) In the night shift, when there are no guests, there are still the phenomena of individual staff talking, causing the loss of the hotel's professional image English is often used in the hotel The receptionists are very confident when communicating with guests However, there are some cases when customers complained due to the language barrier, (2.28%) Therefore, hotels need more intensive language training and supporting classes to improve their staff's language ability All staff at the reception department of the Hoa Sen hotel are at intermediate or higher degrees, their majors are hotel management, some of whom specialize in foreign languages Before working full time, employees are entitled to direct training from to months depending on their qualifications and abilities All staff know all the hotel services from price to hotel operating time and the location of these services in the hotel Staff are always ready to support customers in the most effective and optimal way In addition, employees must know the addresses of some city's famous tourist attractions, luxury restaurants, souvenir shops, museums and historic sites to guide guests whenever they need Satisfaction level of facilities: a Kind of rooms b Price Student: Nguyen Luu Tien Hien Very good Good Quite Bad 35,96% 37,13% Good 2,15% 3,24% 1,08% 1,02% 60,81% 58,61% Code: Graduation Paper 39 Supervisor: Tran Thị Ngoc Tuyen, M.A c Services in the hotel 40,36% 56,4% 2,15% Table 4: Customer reviews of facilities satisfaction 1,09% Hoa Sen Hotel is an international 3-star hotel The hotel operates in many services such as accommodations, restaurants… Customers can be met all needs without going out and this convenience is highly appreciated by customers, (60.81%) Hoa Sen hotels prices achieved quite good reviews from customers (58.61%) Room rates range from 500 000 VND to 500 000 VND, depending on the room types that customers choose to suit their individual use The room prices may vary depending on the time in a year Prices in peak season will be higher than those in low season, weekends will be higher than weekdays, holidays will be higher than weekdays, or long-term guests will also have lower room rates than the short-stay ones Besides, depending on the time of the year, the hotel will charge the room price to suit the needs of the guests Moreover, infrastructure is the factor that attracts customers, affects the hotel’s business activities and its ability to improve labor productivity Rooms at Hoa Sen Hotel with HoiAn ancient town views are harmoniously decorated to suit the need of both international and domestic guests All bring customers the comfort and relaxation and make customers feel very satisfied (56.4%) Each room is equipped with flat-screen cable TV, welcome area and minibar In addition, hotel rooms also have a private bathroom with shower, hairdryer and toiletries, free water, tea/coffee and newspaper However, the furniture in the rooms has been used for a long time; so it is relatively old There were some things in rooms that are broken, so some customers have complained (1.09%) Satisfaction level of check-in Very good Good Student: Nguyen Luu Tien Hien Quite Bad Code: Graduation Paper 40 Supervisor: Tran Thị Ngoc Tuyen, M.A and check-out procedures: Good a Always consider with guests 55,43% 41,35% 2,19% 1,03% b Handle customer complaints 43,48% 54,34% 1,09% 1,09% c Check the correct bill 35,80% 58,7% 3,26% 2,24% Table 5: Customer reviews of check-in and check-out procedures satisfaction The job of the receptionist is to delight customers with professional experiences and high skills Hoa Sen hotel staff are well rated by customers (55.43%) because they are always considerate to guests; they know what they need to to meet all requirements of customers However, there are some employees who are not focused at work, which makes customers underestimate (1.03%) According to the evaluation, 54.34% of customers have good opinions about how the Hoa Sen hotel handles customers’ issues However, there are still 1.09% of customers who have bad reviews about this The reason is that some employees are quite young, so they not have enough experience in handling customer's requests and complaints, leading to the customer's dissatisfaction In addition, some longtime employees in the profession are too rigid, leading to customers’ unhappy feeling When performing check-in and check-out procedures, hotel staff are highly appreciated for their accuracy and agility (58.7% of customers are satisfied) There are almost no serious bugs However, based on the above survey results, 3.26% of customers rated “not good” because employees made customers wait too long while checking in or checking out It is important to understand that waiting is always frustrating and uncomfortable Vietnamese customers not have to any procedures because the staff keeps their ID cards when they check out returned However, for foreigners, staff have to borrow a passport to enter guests’ information The information in the Student: Nguyen Luu Tien Hien Code: Graduation Paper 41 Supervisor: Tran Thị Ngoc Tuyen, M.A passport is sometimes very dim, difficult to read, that is why this is very timeconsuming Staff must be more active and flexible to handle tasks better Hotel staff should be instructed to use Smile software to manage this task If Smile is considered to be a modern software and maké the working proces fast it also makes the underperformed staff awkward and slow 3.3 General evaluation of service quality at the Receptionist of Hoa Sen Hotel Overall, guests are satisfied with the service quality of the staff here Through an analysis of the activities, services and customer’s feedbacks about the reception at Hoa Sen Hotel, we have achieved a number of positive and negative comments that need to be addressed 3.3.1 Advantages Firstly, the 3-star Hoa Sen Hotel has a cool space, located near HoiAn ancient town and Cua Dai beach It has fresh, cool climate, giving visitors pleasant feeling after their long flights The hotel is located in the city center, with many shopping, dining, famous bridges and nightlife activities, so it is very convenient for tourists to shop and sightsee Secondly, the reception area is decorated with fresh flowers, and the lobby area is always clean The facility is fully equipped with a computer system, phone, camera, cash register, card machine, room key to meet the basic needs The reception desk is simply decorated, small but lovely and luxurious, meeting the needs of the job Thirdly, employees are the combination of the staff that have a lot of experiences and young employees who are well-trained, knowledgeable and enthusiastic Staff are rated as careful, honest, enthusiastic people by customers Most of the staff are young, energetic and always smile when welcoming guests The receptionists can speak English fluently, while some Student: Nguyen Luu Tien Hien Code: Graduation Paper 42 Supervisor: Tran Thị Ngoc Tuyen, M.A staff can use their second language such as Chinese and Korean Their computer skills are relatively good, which is able to meet the customer’s needs All employees are well-trained so they are very proficient in their professional work, performing fast and accurately their operations and meet the customer’s requirements such as sending & receiving email, fax, calling a taxi, giving phone calls, etc Next, management always follows the activities of junior staff, always have reminders, as well as encourage employees in the work process, keeping the courtesy and integrity solidarity in the staff of the department Additionally, the staff always know all the information related to guests while also mastering the status of the room and when the guests set the room is resolved very quickly Especially, one important thing that affects the confidence of guests in the hotel is that the invoice is always accurate Finally, relationship between the reception department and other departments has helped and support the work with the ultimate goal of serving customers in the best way 3.3.2 Disadvantages Besides, to the above advantages, the Reception at Hoa Sen Hotel also has many shortcomings Although it is fully equipped and basically meet the operational needs of the department, there are still many limitations: •The reception was designed too small and monotonous without flowers and signs •Books, newspapers, or publications about the beauty of Vietnam are very sketchy and old any •The lobby area is still noisy and messy due to the influence of crowded groups; it is also quite small Student: Nguyen Luu Tien Hien Code: Graduation Paper 43 Supervisor: Tran Thị Ngoc Tuyen, M.A •Staff are good at English but their second languages are limited, only a few employees can use Chinese and Korea Some customers at the hotel they cannot speak English •The air-conditioning system at the reception and in the bedroom is sometimes broken and the refrigeration is not good which makes the customers complain •Reception management software has been in use for a long time, so there are many limitations, especially in storing, accessing and linking data, not really helping many employees at work •The phones are equipped with many types of devices but they are too old, so their keys cannot be pressed, making it difficult for employees at work Employees use cell phones during working hours, so sometimes they neglect their work In general, receptionists have always had good feelings from customers in recent years Staff are dedicated and enthusiastic at work serve the guests with sincere attitude, enthusiasm and openness However, in the current competitive trend of the business market, if we have some shortcomings, we will lose our customers and lose our competitive advantages Therefore, the hotel should always improve the service quality to make the hotel better PART C: CONCLUSION AND SUGGESTIONS CONCLUSION Currently, in Vietnam, hotel business activities are beginning to develop strongly With people's living standards improved, the demand for tourism, relaxation and entertainment is also increasingly focused In addition, the number of international visitors to Vietnam and HoiAn is increasing, and a number of large and small hotels are growing In order to attract customers in such fierce competition, hotels must continually improve their service quality Student: Nguyen Luu Tien Hien Code: Graduation Paper 44 Supervisor: Tran Thị Ngoc Tuyen, M.A in all departments and especially enhance the professionalism in the reception department hotel Hoa Sen Hotel is one of the 3-star hotels in HoiAn ancient town Along with the inherent potential of HoiAn tourism, the hotel has many favorable conditions for business success In the past, all hotel employees have constantly strived to develop their advantages and achieve certain results To maximize the potential, take advantage of the opportunity and meet the challenges and risks, the hotel must make every effort to improve the quality of service, especially the quality of reception With the comments that show the importance of organizing the hotel operation as above, I have researched and collected data and information to complete my project This essay helps to objectively evaluate the performance of the hotel in general and the Reception in particular in order to offer the best solutions to improve the quality of this hotel Besides, the essay is also a way for me to have a more specific and realistic view of the hospitality industry to supplement the knowledge taught by my teachers during the study days at Duy Tan University and its the luggage for your future work Suggesting solutions to improve the quality of reception services at Hoa Sen Hotel * Improve the facilities at the hotel reception  The front desk should be decorated with fresh flowers to add more vividness  The reception desk must be neatly arranged, eliminate unnecessary things as well as move the department's archive to another area so that the reception room is wider to ensure the working environment for employees  There should be shelves to advertise the services of the hotel, restaurant for guests to consult without having to ask the receptionist Student: Nguyen Luu Tien Hien Code: Graduation Paper 45 Supervisor: Tran Thị Ngoc Tuyen, M.A  Some additional tables and chairs must be placed in the lobby so that when guests are crowded while waiting in check-in  The hotel needs repair of the air conditioning system in the hotel lobby and in the reception The hotel must ensure moderate temperatures, creating a sense of comfort and relaxation for customers  Hotels must repair and maintain the computer system and replace damaged parts such as keyboards, mice, etc * Improve the quality of employee qualifications in the hotel Each department has different professional skills, so the hotel needs to have a training plan for each appropriate department Especially the reception team, this team has a great influence on the hotel As mentioned in the previous section, the language skills of the hotel staff are still limited, especially the second language To remedy this situation, the hotel should plan to train its staff to improve the language by:  Invite lecturers to teach at the hotel during free time or outside working hours  Regularly check the foreign language skills of receptionists know the capacity of each person and support staff to self-study foreign language classes  For service personnel in high-demand service departments, hotels should conduct professional activities by organizing tests to improve skills among employees, so that employees have learned from each other while encourages service staff to come up with their own ideas about service processes * Collaborate closely with other business units in the hotel:  Closely associated with the Housekeeping department, exchanging room information quickly so that the Housekeeping department know and prepare the room quickly and accurately, helping to shorten the waiting time of the guests Student: Nguyen Luu Tien Hien Code: Graduation Paper 46 Supervisor: Tran Thị Ngoc Tuyen, M.A  Support and coordinate effectively with the Sales - Marketing department to provide this department with a basis for building business strategies and policies, pricing policies, development plans for products and services hotel  Working together to resolve questions and complaints of customers to avoid pushing the responsibility to create internal feelings and distrust of customers  Closely coordinate with the Technical Department to promptly overcome the material problems and equipment in the living room to bring the perfect room quality to the guests  Support the IT department to operate the computer system smoothly, minimize major errors that directly affect the work because all guests information, business operations are in the computer system * Improve management quality  Managers must study and evaluate the service quality of the department clearly and fairly  Managers must follow staff closely and be stricter and with employees, if they make mistakes they will be disciplined  Research customers’ complaints, as well as their comments on the website to help employees, have more experiences at work, not to make mistakes, improve the quality of service of the department and satisfy customers Student: Nguyen Luu Tien Hien Code: Graduation Paper 47 Supervisor: Tran Thị Ngoc Tuyen, M.A REFERENCES Website [1] https://en.wikipedia.org/wiki/Hotel [2] http://hotel.oxu.vn/phan-loai-khach-san/ [3] https://en.wikipedia.org/wiki/Receptionist [4] http://hoianlotushotel.com/ Vietnamese Book [5] Báo cáo kết kinh doanh khách sạn Hoa Sen 2017-1019 [6] PGS.TS Nguyễn Văn Mạnh, TS Hoàng Thị Lan Hương (2018), Quản trị kinh doanh khách sạn, NXB ĐẠI HỌC KINH TẾ QUỐC DÂN HÀ NỘI (p.12) [7] Ngô Thị Diệu Anh, Nguyễn Thị Oanh Kiều (2014), Giáo trình Tổng quan Du lịch, Nhà xuất Đà Nẵng.(p 112-113) English Book [8] Jonh R.Walker & Josielyn T.Walker- Tourism- Concepts and Practices (p 31) Student: Nguyen Luu Tien Hien Code: Graduation Paper 48 Supervisor: Tran Thị Ngoc Tuyen, M.A Student: Nguyen Luu Tien Hien Code: Graduation Paper Supervisor: Tran Thị Ngoc Tuyen, M.A APPENDIX QUESTIONNAIRES Hoa Sen Hotel strives to offer the best quality available for all of the customers Please help us to achieve our goal with your helpful comments and feedbacks Simply select the option you feel the most appropriate for each of the following areas and feel free to add your own thoughts or comments you had about Hoa Sen Hotel We promise that your personal information will be kept confidential and will not be used for any other kinds of business Thank you very much for your help! Please give me some your information Gender: Male/ Female Age: Nationality: 2.How many times have you stayed at Hoa Sen Hotel? ☐ The first time ☐The second time ☐ Over second time How many people have you stayed with? ☐ I came alone ☐I came with a group (Please give me the number of people): 4.How can you know about Hoa Sen Hotel? ☐Through the Internet ☐ Through Friends and relatives Other kinds of advertisement Please specify How long did you stay at the hotel? ☐1 night Student: Nguyen Luu Tien Hien Code: Graduation Paper Supervisor: Tran Thị Ngoc Tuyen, M.A ☐2 nights ☐More than nights 6.Please tick in the box that you satisfied with the quality of service according to the satisfaction level Very good Good Satisfaction level 3.Quite good of Very good Good Bad Quite good Bad Receptionist: a Appearance b Service style of staff c Level of foreign languages d Professional level of specialization Satisfaction level of facilities: a Kind of room b Price c Services in the hotel Satisfaction level of check-in and check-out procedures a Always consider with guests b Provides necessary information for guests c Handle customer complaints d Check the correct bill 7.Why you choose Hoa Sen Hotel to stay? .Which best things in the hotel satisfy you during your stay at the hotel ? Student: Nguyen Luu Tien Hien Code: Graduation Paper Student: Nguyen Luu Tien Hien Supervisor: Tran Thị Ngoc Tuyen, M.A Code: ... situation of the reception department, customer assessment of reception services at Hoa Sen Hotel Thereby, I propose some solutions to improving the service quality of the receptionist at Hoa Sen Hotel. .. description of the overview of the hotel and the status of the hotel business in recent years • Chapter III includes an analysis and evaluation of the quality status of the receptionist's department to. .. investigation into the strengths and weaknesses of Reception Department at Hoa Sen Hotel and some solutions to improving its service quality? ?? to be a topic of my graduation thesis Student: Nguyen