IMPROVE SERVICE QUALITY AT CAO HOTEL MANAGER JOINT STOCK COMPANY The demand for travel has exploded and has become an indispensable factor in the society today. Tourism development is a common trend of the times, a trend of the current society. Because peoples lives are improving both materially and spiritually, their needs are getting higher and higher and more diverse. Tourism contributes to creating cohesion, helping people around the world get closer together in the trend of integration, exchange and understanding of cultures. Italy wants to learn about the family culture, the nation has reached out to learn about world cultures, forming international tours with a longer time. Stemming from increasing tourism demand and increasing length of stay in tourist destinations in recent times, the world tourism industry has built and completed tourist accommodation establishments with many types of tourist attractions. Diversity to meet your needs Cao Hotel Management Joint Stock Company operates in the field of tourism an industry with the fastest growth rate in the economy. It attracts a lot of businesses and corporations to participate. Today, most countries in the world identify tourism as one of the important economic sectors, making a significant contribution to economy, politics, society and culture. Therefore, it can be said that tourism is a very competitive business environment. Cao Hotel Management Joint Stock Company has determined a strategy to improve its competitiveness through service quality. This is the most important job to help the company create prestige, trust and solid position from customers. However, the hotels service quality strategy is not without its shortcomings. Therefore, I have chosen the topic: Improving service quality at Cao Hotel Management Joint Stock Company in order to contribute my small part to the improvement and enhancement of service quality at the Company. Cao Hotel Management Joint Stock Company .
INTERNSHIP REPORT BUI THUC TRINH CAO HOTEL MANAGER JOINT STOCK COMPANY Working period from March 10th to May 28th 2021 IMPROVE SERVICE QUALITY AT CAO HOTEL MANAGER JOINT STOCK COMPANY Tutor in university (Name and Signature) Tutor in enterprise (Name and Position) Hanoi, May 2021 TABLE OF CONTENTS TABLE OF CONTENTS i LIST OF TABLES iii ACKNOWLEDGE iv PREFACE 1 Reason for choosing topic Objectives and tasks of the topic The structure of the topic CHAPTER I OVERVIEW OF CAO HOTEL MANAGEMENT JOINT STOCK COMPANY .3 1.1 Basic information about Cao Hotel Management Joint Stock Company 1.2 Mission, goals and vision of the hotel 1.3 Organizational structure 1.4 Business areas of the hotel .4 1.5 Target customer 1.6 Competitors 1.7 SWOT .6 CHAPTER II AN OVERVIEW OF THE WORKPLACEMENT 2.1 Introduction to the front office department 2.1.1 Location of the front desk .8 2.1.2 Characteristics of the front desk department .8 2.1.3 Facilities at the front desk 2.1.4 Organizational structure in the reception department 2.2 Intern's Duties 11 CHAPTER III: THE STATUS OF SERVICE QUALITY .13 AT CAO HOTEL MANAGEMENT JOINT STOCK COMPANY .13 3.1 Research Methods 13 3.2 Research status of hotel service quality .14 3.2.1 Research results on services provided by Cao Hotel 14 3.2.2 Status of service quality at Cao Hotel Management Joint Stock Company 15 3.3 Overall rating 24 3.3.1 Success achieved 24 3.3.2 Limit 25 CHAPTER IV: SOME SOLUTIONS TO IMPROVE SERVICE QUALITY AT HIGH HOTEL MANAGEMENT JOINT STOCK COMPANY 26 i 4.1 Complete facilities 26 4.2 Improving the quality of the workforce 26 4.3 Focus on building and promoting the hotel brand .27 CHAPTER VI: CONCLUSION 28 5.1.Experience and knowledge gained .28 5.2 Skills learned 28 5.3 Challenge 28 5.4 Internship summary .29 DOCUMENTATION APPENDIX ii LIST OF TABLES Picture Organizational structure of Cao Hotel Management Joint Stock Company Figure The diagram of the labor structure of Cao Hotel Management Joint Stock Company Table 1: Room types at Cao Hotel Management Joint Stock Company .14 Figure 3.1 :Customer's assessment of the level of staff handling complaints and inquiries 16 Figure 3.2: Customer's assessment of the service provided by the receptionist full service as committed .17 Figure 3.3 : Customer's assessment of service quality as advertised 17 Figure 3.4: Customer's assessment of information processing speed of .18 staff when service prices change 18 Figure 3.5 : Customer's assessment of the level of property preservation at the hotel 18 Figure 3.6 : Customer's assessment of the level of answering questions 19 Figure 3.7 : Customer's assessment of employee attention for customers 20 Figure 3.8 :Customer's assessment of the level of attention of receptionists to customers .20 Figure 3.9 : Customer's assessment of how employees handle the situation 21 Guest encounters arise 21 Figure 3.10 : Customer's assessment of the service of the receptionist 22 Figure 3.11 : Customer's assessment of the responsibility of receptionists 22 Figure 3.12 : Customer's assessment of the quality of hotel equipment .23 Figure 3.13 : Customer's assessment of the space at the front desk 24 Figure 3.14 : Customer's assessment of staff's uniforms .24 iii ACKNOWLEDGE In fact, there is no success that is not tied to the support and help, whether more or less, directly or indirectly from others The 2-month internship at Cao Hotel Management Joint Stock Company is one of the conditions for me to participate in the final graduation exam and defend my thesis More importantly, an internship is a time for students to try their hand at work and orient their future career Be more confident when encountering the real environment at the end of your study program I would like to express my sincere and deepest thanks to the teachers and lecturers of the University of Commerce for imparting to me a lot of valuable knowledge To complete this thesis, I would like to express my deep gratitude to Ms Duong Thi Hong Nhung, who wholeheartedly guided throughout the process of writing the Graduation Report I would like to express my gratitude to the leadership of the University of Commerce and the faculties and departments for giving me the opportunity to practice where I love, for me to step out into the real world to work Apply the knowledge taught by the teacher Through this internship, I realized many new and useful things in business to help me in my future work Special thanks to Ms Nguyen Thi Thu Huyen - who directly guided me at Cao Hotel Management Company At the same time, I would also like to thank the Board of Directors and departments of Cao Hotel Management Company for creating favorable conditions for me to learn about practice during my internship at the company Because of my limited time and knowledge, the report cannot avoid shortcomings, I hope for your comments I sincerely thank you! iv PREFACE Reason for choosing topic The demand for travel has exploded and has become an indispensable factor in the society today Tourism development is a common trend of the times, a trend of the current society Because people's lives are improving both materially and spiritually, their needs are getting higher and higher and more diverse Tourism contributes to creating cohesion, helping people around the world get closer together in the trend of integration, exchange and understanding of cultures Italy wants to learn about the family culture, the nation has reached out to learn about world cultures, forming international tours with a longer time Stemming from increasing tourism demand and increasing length of stay in tourist destinations in recent times, the world tourism industry has built and completed tourist accommodation establishments with many types of tourist attractions Diversity to meet your needs Cao Hotel Management Joint Stock Company operates in the field of tourism an industry with the fastest growth rate in the economy It attracts a lot of businesses and corporations to participate Today, most countries in the world identify tourism as one of the important economic sectors, making a significant contribution to economy, politics, society and culture Therefore, it can be said that tourism is a very competitive business environment Cao Hotel Management Joint Stock Company has determined a strategy to improve its competitiveness through service quality This is the most important job to help the company create prestige, trust and solid position from customers However, the hotel's service quality strategy is not without its shortcomings Therefore, I have chosen the topic: "Improving service quality at Cao Hotel Management Joint Stock Company" in order to contribute my small part to the improvement and enhancement of service quality at the Company Cao Hotel Management Joint Stock Company Objectives and tasks of the topic 2.1 Objectives Cao Hotel Management Joint Stock Company has only been in operation for more than years, but the results achieved by the hotel in recent years have been encouraging, the company has always stood firm and is constantly developing, the number of visitors coming hotels are constantly increasing However, determining service quality standards is extremely difficult because it depends on many factors So the goal when I choose this topic is First, learn about the hotel's service quality activities Secondly, study the current status of service quality in the hotel to analyze strengths and weaknesses so that there are solutions to achieve the best business performance 2.2 Tasks - Search for general information about the hotel to better understand the hotel - Research the current status of service quality at the hotel and evaluate this process based on customer survey results - Proposing solutions and giving methods to implement them effectively and feasible The structure of the topic In addition to the thanks, list of pictures, tables, charts, preface, conclusion and appendices, the main content of the thesis consists of chapters: Chapter I: Overview of Cao Hotel Management Joint Stock Company Chapter II: An overview of the internship department Chapter III: Actual situation of service quality at Cao Hotel Management Joint Stock Company Chapter IV: Some measures to improve service quality at Cao Hotel Management Joint Stock Company Chapter V: Conclusion CHAPTER I OVERVIEW OF CAO HOTEL MANAGEMENT JOINT STOCK COMPANY 1.1 Basic information about Cao Hotel Management Joint Stock Company *Hotel: Cao Hotel Management Joint Stock Company *Address: 58 Hang Bo, Hang Bo, Hoan Kiem, Hanoi *Phone: (+84) 301 10 50 - Agoda: https://www.agoda.com/cao-hospitality/hotel/da-nang-vn - FB website: https://www.facebook.com/CAO-Hospitality-2047983035481397/ Cao Hotel Management Joint Stock Company is a company currently operating in many economic sectors in Vietnam, but the short-term accommodation service is the most developed, in addition, Cao Hotel Management Joint Stock Company has more Hotel branches are Cao Hotel and Basil Boutique Villa Cao Hotel is the first choice for travelers who want a relaxing, comfortable space with luxurious services, great design and many amenities in Hanoi High-class hotel located at 58 Hang Bo, Hoan Kiem District, right in the city center, visitors can rent a cyclo to explore the sights of the old town and enjoy Hanoi's specialties Each room has wi-fi, air conditioning, television, microwave, kitchenette Rooms come in a variety of styles with modern and elegant designs 1.2 Mission, goals and vision of the hotel - The vision of Cao Hotel Management Joint Stock Company: is to provide the best facilities and services to guests, and at the same time create an ideal working environment for hotel staff and earn profits for investors - Mission : + For customers: help customers book hotel rooms quickly and conveniently + For employees: building a dynamic, professional, creative and humane working environment, creating opportunities for long-term career development for those who love tourism - Target : + Improve the quality of customer service, optimize profits, build and develop brands + Expanding investment activities in the fields of business services, creating the most comfortable and modern 1.3 Organizational structure Picture Organizational structure of Cao Hotel Management Joint Stock Company Started operating in Vietnam from March 2018, with 100% university and graduate and have professional qualifications, dynamism, dedication to the development orientation of the hotel The structure of Cao Hotel Management Joint Stock Company is designed on the basis of a standard organizational model with the benefit of high consistency and uniformity (Picture 1.1) Although the company is divided into different departments, they are closely linked to execute the strategy and achieve the company's profits 1.4 Business areas of the hotel Cao Hotel Management Joint Stock Company does short-stay business The hotel has been operating for more than years in the economic field of short-stay services Currently, the hotel market is more and more competitive, but Cao still has a stable foothold in the market and is growing to attract more guests * Accommodation services: The hotel has a luxurious space and full-modern equipment and a variety of rooms for you to choose from CHAPTER VI: CONCLUSION 5.1.Experience and knowledge gained A final year student majoring in tourism and travel service management Currently, the most important and necessary thing for me is to accumulate experience and knowledge Before entering the internship period at Cao Hotel Management Joint Stock Company, I only had basic knowledge of the tourism industry through the subjects studied in school, but never worked in any company or customer But after I got an internship at the reception department at Cao Hotel Management Joint Stock Company, I learned more and gained a lot of valuable experience to apply to my job after graduation This is a great opportunity to help me apply the knowledge learned in school into practice In the process of performing assigned tasks, I have had direct contact with customers Besides, during the internship, I learned and practiced working style and behavior in hotel relationships I was introduced by the manager and colleagues about the hotel's services, functions and duties and the importance of each department During my internship, I was assigned jobs related to the reception department The company provided me with research materials and attended training sessions 5.2 Skills learned Lessons learned after the internship that I gained is the initiative in work and confidence when communicating with people During my internship at the reception department, I have been trained a lot in communication skills I have been trained to communicate from within the company to communicating with customers Actively getting to know people, actively researching work, proactively proposing my ideas to people, making it easier for me to integrate, helping me to master my work Moreover, I also learned effective teamwork skills Reception is a department that is linked with many other departments Therefore, the staff always exchange and support together to solve customer requirements Especially during the internship, when I had any problems, everyone in the hotel was always ready to support and explain 5.3 Challenge - The most difficult task during my internship was handling customer requests and complaints Every day, the hotel has customer complaints with many different contents I have a responsibility to support receiving and solving At first, because I had no experience, I felt pressured and scared when I had to deal with complicated and negative complaints because I didn't know how to handle it to make customers happy 28 and unmanaged criticize After that, I tried to research and learn to resolve complaints faster - In addition, the Covid-19 epidemic has been a big challenge, affecting not only my internship but also the business activities of the company and all employees Cao Hotel Management Joint Stock Company, operating in the field of short-term accommodation, was also seriously affected by the epidemic The internship process of students is sometimes interrupted because of the outbreak 5.4 Internship summary Although months is not too long to learn all the knowledge about a receptionist, it is enough for a tourism student like me to get used to the job and better understand the difficulties, hardships and achievements certain work in doing this After the internship at the hotel, I have gained the following experiences as the foundation for my future work: - Have the opportunity to work in a professional environment with high standards - Learn how to balance study and work - Improve communication, teamwork and problem solving skills Internship made me realize that the theoretical knowledge learned in school can help work but not everything There have been many difficulties and challenges because the job is very stressful and stressful when the workload is overloaded but my qualifications and skills are still limited This is the first time, I work for a big hotel, it took me a while to adapt to this working environment But the satisfaction of customers gives me great motivation, my colleagues are very friendly and the praise from my superiors makes me excited to learn and this job Internship at Cao Hotel Management Joint Stock Company will be a memorable experience for me It is a place that gives me a lot of useful experiences and I practice a lot when I practice at a hotel, making me more complete 29 DOCUMENTATION Book 1.Pham Xuan Hau (2011), Quality Management of Tourism Services, Statistical Publishing House, Hanoi 2.Mike Asher, “Managing Quality in the Service Sector” Graduation thesis 1.Chu Thi Huong (2010) Improve the quality of accommodation services at Sofitel Plaza Hanoi Graduation law course at National Economics University 2.Nguyen Thi Yen Phuong (2013) Situation and solutions to improve the quality of accommodation services in the hotel business at Park View Hotel - Hue Graduation law course at Hue University of Economics 3.Tran Ngoc Dung (2013) Solution to improve service quality at Muong Thanh hotel Graduated from National Economics University Website www.vietnamtourism.com http://caohospitality.com/ APPENDIX - Hotel information is obtained from the hotel manager -Agoda:https://www.agoda.com/cao-hospitality/hotel/da-nangvn.html?cid=1844104 - Website FB: https://www.facebook.com/CAO-Hospitality-2047983035481397/ - Types of hotel rooms: +) Suite room Mid-Century Apartment (area 62 m² including large double bed) Picture 2: Source: Cao Hotel Management Joint Stock Company Picture Source: Cao Hotel Management Joint Stock Company Intercon room (area 68 m including bedrooms, toilet) Picture Source: Cao Hotel Management Joint Stock Company Picture Source: Cao Hotel Management Joint Stock Company +) Family room: Room in Santorini (area of 61 m² including bedrooms and bathrooms) Picture Source: Cao Hotel Management Joint Stock Company Picture Source: Cao Hotel Management Joint Stock Company - Customer survey questionnaire about hotel service quality Please mark "x" on the answer you choose: Bad Unsatisfied Normal Satisfied Very satisfied Reliability Degree evaluation When you have any questions or complaints during your stay or have a problem with the quality of service, the staff always find a way to solve it for you in the most reasonable and satisfying way 2.Reception staff provide full service as committed 3.Reception staff always provide quality service and products as advertised Employees always have timely notification when there is a change in service and change in product price The assurance Degree evaluation 1.Reception staff keep your property safe when sending or during your stay here 2.Reception staff quickly understand and answer your questions Empathy Degree evaluation 1.Staff always pay attention to the wishes that you are most interested in 2.Staff always show personal attention to you during your stay Sense of responsibility Degree evaluation When there is a problem, the receptionist is ready to solve it for you, find a solution that makes you most satisfied 2.Reception staff always serve you attentively 3.Reception staff with a high sense of responsibility in their work always provide timely service when requested by guests Tangibility Degree evaluation The hotel's equipment with the front desk ensures quality The space at the front desk is cool and clean, the equipment and facilities are neatly arranged Employees' uniforms are neat, elegant colors, making a good impression on customers - Table of survey results based on SERVQUAL model Table 2: Table of survey results based on SERVQUAL model Criteria Sec tion Bad Unsatisfied Normal Satisfied Very satisfied SL % SL % SL % SL % SL % 6% 14 28% 22 44% 16% 6% 2% 2% 11 22% 38 68% 6% Reliability 0% 6% 14% 31 62% 18% 4% 8% 34 68% 18% 2% 4% 6% 12% 25 56% 11 22% 2% 8% 22 44% 22 44% 2% 4 1 2 The assurance 1 Empathy Sense of 1 2% 4% 42 84% 8% 2% 1 2% 2% 28 56% 19 38% 2% 2 4% 6% 41 82% 6% 2% 6% 16% 12 24% 26 52% 2% 2% 10% 24 48% 17 34% 6% 1 2% 2% 22 44% 15 30% 11 22% responsibiliy Tangibility 2% 2% 18.4% 15 30.6% 23 46.9 % 3 2% 8% 10% 23 46% 17 34% PROFESSIONNAL BACHELOR TOURISM AND LEISURE TRADE TMU - UTLN Work placement 2021 PRE - WORK PLACEMENT PROFILE SHEET Name BUI THUC First name TRINH Tel/Mobile 0962042526 E-mail thuctrinh1112200 0@gmail.com Company/organisation chosen: CAO HOTEL MANAGER JOINT STOCK COMPANY Name of contact: NGUYEN THI THU HUYEN - Company director Address: số 58 Hang Bo, Hang Bo, Hoan Kiem, Ha Noi Tel: 0983188028/ 0983011050 E-mail: Viphathuyen@gmail.com Name project: Improving service quality at Cao Hotel Manager Joint Stock Company Detailed theme of the work placement :Cao Hotel Manager Joint Stock Company is operating in the field of Short-term accommodation The company is currently operating in many businesses in Vietnam Service quality plays an important role in hotel evaluation High quality service not only keeps old customers but also brings new customers to the hotel without spending any costs on marketing and advertising Besides, improving the quality of hotel services helps hotel businesses improve their competitiveness in the market Therefore, I chose this topic because I want the service quality of Cao hotel to be improved to increase competitiveness in the market, increase hotel profits and bring more benefits to the hotel University tutor Signature of tutor ... to improve service quality at Cao Hotel Management Joint Stock Company Chapter V: Conclusion CHAPTER I OVERVIEW OF CAO HOTEL MANAGEMENT JOINT STOCK COMPANY 1.1 Basic information about Cao Hotel. .. Viphathuyen@gmail.com Name project: Improving service quality at Cao Hotel Manager Joint Stock Company Detailed theme of the work placement :Cao Hotel Manager Joint Stock Company is operating... service quality at Cao Hotel Management Joint Stock Company" in order to contribute my small part to the improvement and enhancement of service quality at the Company Cao Hotel Management Joint Stock