A case study of the performance of huong sua hotel’s front – office staff in serving customers and some suggestions for improving it

Graduation Paper Supervisor: Nguyen Thi Kim Man ACKNOWLEDGEMENT This case of study could not be completed without the help, encouragement, and support from a number of people who all deserve my sincerest gratitude and appreciation First, I would like to thank all my teachers in Duy Tan University, especially the ones in Foreign Languages Department who taught and trained me for having given me this opportunity to put my theories I learnt into practice The knowledge I learnt from them is the background knowledge for my present research paper I would particularly thank my supervisor, Mrs Nguyen Thi Kim Man, who always enthusiastically instructed, constantly guided and supported me during the time of research for and writing of this Graduation paper, helping me to improve my abilities and skills Special words of thank also go to all staff of Huong Sua Hotel for their enthusiastic help and precious advice during my practice time In particular, I wish to give my special thanks to Mr Phung director of Huong Sua Hotel, Ms Duong and Ms Hang and Ms Thu for their instructions and counsels on my translated texts Especially, I would like to give my special thanks to my family whose love and encouragement enabled me to complete this work Last, I wish to thank Hang Mo, Thanh Tuyen, Hoai Cuc, Thu, Thuc Nhi They are my fellows who were always beside me, gave me good advice and encouragement during that time so that I could overcome all the obstacles and finished this Graduation paper To accomplish this report, I'm grateful to all of you Thank you Student: Phan Thi Bich Hoa Class: D20-NAD Graduation Paper Supervisor: Nguyen Thi Kim Man STATEMENT OF AUTHORSHIP I confirm that this graduation paper has not been submitted elsewhere in any other form for fulfillment of any degree or qualification, and that to the best of my knowledge and belief No other person’s work has been used without due acknowledgement in the paper Phan Thi Bich Hoa ABSTRACT In this graduation paper, I would like to research about performance of the front office staff in serving customers at Huong Sua Hotel In my paper, I give some tables to make my paper more clear From it, I analyzed and evaluated to propose some suggestions to the performance better Student: Phan Thi Bich Hoa Class: D20-NAD Graduation Paper Supervisor: Nguyen Thi Kim Man TABLE OF CONTENTS Student: Phan Thi Bich Hoa Class: D20-NAD Graduation Paper Supervisor: Nguyen Thi Kim Man LIST OF ABBREVIATIONS Q: Quantity F&B: Food and Beverage M&S: Marketing and Sales TABLES AND FIGURES Student: Phan Thi Bich Hoa Class: D20-NAD Graduation Paper Supervisor: Nguyen Thi Kim Man PART A: INTRODUCTION RATIONALE Nowadays, tourism has an important role in the development of a country It becomes one of the attractive fields for people around the world Moreover, tourism becomes the essential need of human being in modern society and makes a chance for integration between countries and other countries in the world, so it contributes to build a world with peace, friendship and prosperity With the development of tourism in Vietnam, tourism in Tamky City, Quang Nam Province also has the breakthrough development In recent years, tourists are going to Tamky increase speedy and stability In the period from 2010-1015, the number of tourist going to Tamky achieved an average growth rate of annual increase from 13% to 15% Being the heart of two world cultural heritages and one modern city including My Son Cham Sanctuary, Hoi An Old Town and Danang, Tamky is becoming a destination and transit point for domestic and foreign visitors With the development of Tamky tourism, hotels in Tamky also develop not only quantity but also quality This leads to the completion in serving customers between the hotels In the process of enhancing the quality of serving customers, the front office staff in the hotel has an important role The front desk is an integral part of a hotel They are the liaison between the customers and other departments of the hotel They are the central hub for all activities taking place in a hotel It can be said that the front office staff coordinates the customer’s interactions with other departments Therefore the hotel should have a strong front office staff Student: Phan Thi Bich Hoa Class: D20-NAD Graduation Paper Supervisor: Nguyen Thi Kim Man In the research process about the hotel, I recognized the importance of the performance of the front office staff in serving customers of the hotel and how to make the front office department work effectively That is the reason why I have selected the topic: “A Case study of the performance of Huong Sua Hotel’s front – office staff in serving customers and some suggestions for improving it” OUTLINE This research paper consists of three parts The first one is the Part A: Introduction, containing the rationale and the organization of the research Part B is development which presents some theoretical background related to the topic of this paper, containing the performance of Huong Sua Hotel’s front- office staff in serving customers will be described This information in chapter will be analyzed and evaluated in chapter in part B The last part, part C will suggest the recommendation and conclusion is mentioned at the end AIMS AND OBJECTIVES The main aim of this graduation paper is to study what I did and learned about the performance of Huong Sua Hotel’s front-office staff in serving The paper focuses primarily on the performance of Huong Sua Hotel’s front-office staff in serving and puts forward some suggestions to improve the process better SCOPE OF STUDY The front-office staff is an integral part of a hotel This is the liaison between the customers and the rest of the hotel, or they are the central hub for all activities that take place in a hotel Moreover, because of limited time, this case study is restricted to the performance of Huong Sua hotel’s front-office staff in serving customers and some suggestions for improving it Student: Phan Thi Bich Hoa Class: D20-NAD Graduation Paper Supervisor: Nguyen Thi Kim Man METHODOLOGY During the research, some methods are used First, I used the methods of investigating, collecting and analyzing the figures at Huong Sua Hotel by contacting the hotel’s staffs and accounting department for necessary data Second, with the methods of observing and interviewing the front-office staff and customers, I knew more details and got some ideas about the performance of the front office staff Third, I used analysis and evaluation methods to understand the information deeply which I collected At last, I study some information from book, graduation papers of previous students and some websites Student: Phan Thi Bich Hoa Class: D20-NAD Graduation Paper Supervisor: Nguyen Thi Kim Man PART B: DEVELOPMENT CHAPTER THEORETICAL BACKGROUND 1.1 Hotel and hotel products 1.1.1 Concepts of hotel Hotels are defined in numerous ways from early times to today Some of the important definitions for hotel are: “A hotel is an establishment that provides paid lodging on the shortterm basis The provision of basis accommodation, in time past, consisting only of a room with a bed, a cupboard, a small table and a washstand has largely been replaced by rooms with modern facilities, including en-suite bathrooms and air conditioning or climate control Additional common features found in hotel rooms and drinks, and facilities for making tea and coffee Luxury features include bathrobes and slippers, a pillow menu, twin – sink vanities and Jacuzzi bathtubs Larger hotels may provide additional customer facilities such as a restaurant, swimming pool, fitness center, business center, childcare, conference facilities and social function services Hotel rooms are usually numbered (or named in some smaller hotels and B&Bs) to allow customers to identify their room.” [7] Below is another definition of Hotel: “A Hotel can be defined as a commercial establishment that offers lodging to travelers Hotels often provide a number of additional customer services such as restaurants, conference services, meeting rooms and other services.” [8] Student: Phan Thi Bich Hoa Class: D20-NAD Graduation Paper Supervisor: Nguyen Thi Kim Man 1.1.2 Concepts of hotel products “Hotel products are goods and services provided by a hotel to meet customer’s needs since they contact to the hotel in the first to register room until they finish the consumption and leave the hotel.” [2, p.23] Hotel products include commodity products and services products 1.1.2.1 Commodity products “Commodity products are tangible products which are provided by a hotel such as dishes, drinks, souvenir, etc This kind of products will belong to people paying to buy them.” [2, p.23] 1.1.2.2 Service products “Service products (immaterial products) are physical or mental values which customers spend money to get it (It can be an experience or a feeling of satisfaction or dissatisfaction).” [2, p.23] 1.1.3 Features of hotel products Hotel products have some features: 1.1.3.1 Intangibility Unlike physical products, services cannot be seen, tasted, felt, heard, or smelled before they are purchased Prior to boarding an airport, passengers get an airline ticket and promise of safe delivery to their destination Numbers of a hotel sales force cannot take a hotel room with them on sales call In fact, they not sell a room Instead, they sell the right to use a room for specific period of time When hotel customers leave, they have nothing to show for the purchase but a receipt “Robert Lewis observed that someone who purchases a service may go away empty-handed, but they not go away empty- headed They have memories that can be shared with others.” [4,p 25] Student: Phan Thi Bich Hoa Class: D20-NAD Graduation Paper 10 Supervisor: Nguyen Thi Kim Man 1.1.3.2 Inseparability In most hospitality services, both the service provider and the customers must be present for the transaction to occur The food in a restaurant may be outstanding, but if the service person has poor attitude or provides inattentive service, customers will not be satisfied with their experiences “Service inseparability also means that customers are a part of product A couple may have chosen a restaurant because it is quite and romantic, but a group of loud and boisterous conventioneers are seated in the same room, the couple will be disappointed Managers must manage their customers so that they not create dissatisfaction for others Another implication of inseparability is that customers and employees must understand the service delivery system because they are co-producing the service Customers must understand the menu items in a restaurant so that they get a dish they expect.” [4, p 25-26] 1.1.3.3 Variability Services are high variable because of many reasons: “Their quality depends on who provides them and when and where they are provided There are several causes of service variability Services are produced and consumed simultaneously, which limits quality control Fluctuating demand makes it difficult to deliver consistent products during periods of peak demand The high degree of contact between the service provider and customers means that product consistency depends on the service provider’s skills and performance at the time of the exchange A customer can receive excellent service one day and mediocre service form the same person the next day In the case of the mediocre service, the service person may not have felt well or perhaps Student: Phan Thi Bich Hoa Class: D20-NAD Graduation Paper 48 Supervisor: Nguyen Thi Kim Man The receptionist should check customer’s reservation status (customers with reservation or customers without reservation) A registration record completed either as a part of registration activity or at the time of check in, in essential to make front office operation efficiently A registration record should include information about the customers intended method of payment, the planned length of stay, and some special needs of the customers such as the preferred rooms or locations of the customers in the hotel, etc It should also include the customer’s billing address, telephone number and signature At the beginning of registration, the receptionist borrows customer’s passport or identification card to complete the customer’s information on the registration forms After the customer signs in the registration forms, the receptionist confirms the method of payment of customers Registration is completed once the methods of the payment and customer’s departure date have been established The customers’ room key may be issued Providing some information for customers: Before the bell boy escort the customers to their rooms, the receptionist introduces some information such as the services of the hotel, the phone number of the reception counter, etc Moreover, the receptionist gives the customers the breakfast card Then, the receptionist finishes the registration document Escorting of customers to the room: Once the registration process is done, the customers are escorted to the room along with the baggage brought by the bell boy, during the escorting, the customers is briefed about all the available dining options, their offering along with the operational timing The customers are also briefed about the Student: Phan Thi Bich Hoa Class: D20-NAD Graduation Paper 49 Supervisor: Nguyen Thi Kim Man places to visit During the room orientation, the customers are briefed about the various special features of the room while the baggage is placed on the luggage rack When the customers arrive at the room, the occupancy stage begins 3.3.1.3 Occupancy: The third is the occupancy stage in which the customers stay at the hotel and uses the hotel facilities and services At this stage, the front office department coordinates customer services in a timely and accurate manner Efforts are made to minimize the customer complaints and enhance their stay The receptionist should be carefully attend to customers concerns, complaints and tries to seek a satisfactory resolution as quickly as possible Securities in customer key control, customer’s personal property are other primary concerns Another activity at occupancy is to process posting of customer charges (i.e post room rates, F&B charges, additional expenses, and taxes…) While doing so, the receptionist shall continuously check for deviations from the house limit, and take corrective measures as to change the status of the customers to paid-in-advance Finally, the receptionist shall periodically review account balances 3.3.1.4 Departure (check out procedure): The last stage is departure stage A proper check out occurs when the customers vacate the room, receives an accurate settlement of the customer account, returns room keys, leaves the hotel In this stage, the customers shall be walked out of the hotel Moreover, the receptionist shall create customers history record Finally, the receptionist shall settle customers account outstanding balances Acknowledging and greeting the customers: Student: Phan Thi Bich Hoa Class: D20-NAD Graduation Paper 50 Supervisor: Nguyen Thi Kim Man Whenever any customer approaches the receptionist, the receptionist must maintain a smile and a welcoming look on his/her face The receptionist should greet the customers according to the time of the day and offer assistance If the customers want to check out, the receptionist must request his permission to proceed with the billing process The receptionist must always keep eye contact and smile at the customers, giving the customers undivided attention during the checkout Offering luggage assistance: All customers approaching the receptionist counter for check out with baggage must be assisted by the bell boy If baggage assistance is required in the room, it should be picked up from the customer room within 10 minutes of the departure request Enquiring for any recent charges and mini-bar consumption: The receptionist must enquire about the mini-bar consumption and any other recent charges, like laundry, etc Presenting the information print out to the: After ensuring that all the outstanding charges have been posted and taking into account the billing instructions of the customers, the receptionist presents the information print-out to the customers for verification of all the charges He explains any query about the bill or charge politely, and if there are any changes to be made, they must be done here The receptionist must always take the signature of the customers on the information printout Confirming the mode of settlement and settle the bills: The receptionist then asks the customers about mode of settlement of his bills If the customers want to settle his bill using credit card, the receptionist requests for it and continues the bill settlement after considering the amount Student: Phan Thi Bich Hoa Class: D20-NAD Graduation Paper 51 Supervisor: Nguyen Thi Kim Man of per-authorization taken on the card, at the time of check in The customers also have an option of settling his bills using cash Encouraging the customers return: The receptionist will always smile at the customers while customers check out He or she must express a desire to see the customers again and require about future reservation The customers are given a warm farewell and encouragement to come back again That’s why the receptionist should act like a true sales person, and might eventually accept customers’ future reservation It is no doubt the last interaction of the hotel with the customers; therefore, the hotel should make certain that the customers have a lasting impression and unforgettable experience Escorting the customers till the car: All customers are escorted from the reception counter till the cars by the bell boy The receptionist helps the customers to identify the bags and inform the bell desk to have the bags sent outside 3.3.1 Evaluation the performance in serving customers at Huong Sua Hotel Table 3.10: A survey of customers’ satisfaction for reception Services Satisfaction Very satisfaction Unsatisfied (%) (%) (%) Request reply 80 20 Problem solving 70 10 20 Service style 80 10 10 Other services 70 20 10 (Source: Marketing and sales department of Huong Sua Hotel) The performances in serving customers of the front office are quite similar From the table 3.10, we can draw some strong points and weak points in serving guests Student: Phan Thi Bich Hoa Class: D20-NAD Graduation Paper 3.3.1.1 52 Supervisor: Nguyen Thi Kim Man The strong points of the performance of the front office staff at Huong Sua Hotel The performance of the front office staff at the hotel also fulfilled basis steps in theory but they were shorter and more flexible The methods of reservation in the hotel are diversified The customers can make the reservation not only by phoning, by coming to the hotel, by travel agencies but also by websites The diverse in reservation makes the customers more convenient in booking rooms The Huong Sua hotel is a small hotel, so the receptionist has to undertake many works such as the work of the reservation department, the work of desk clerk department, the work of cashier department, etc That is the reason why the receptionist knows a lot of information related to the hotel This thing makes the customers convenient and saves their time when they need any information or request something The customers come to the receptionist directly without contacting many departments like in some big hotels When the customers make registration, apart from the primary tasks, the receptionist also helps the customers in filling the registration form It helps the registration process faster, easier Moreover, it saves the customer’s time, so customers can rapidly receive the rooms for rest When the receptionist settles customers account, the receptionist has the cashier’s role They update and collect the customers charge quickly, so they create the good impression with the customers The condition for the performance of the front office staff is quite good The front office’s speciality and their experience are quite good Moreover, they know well about the hotel, so they solve the customers’ requests quite fast and exactly On the other hand, the hotel facility is so modern because the hotel was established in 2013 Therefore it makes the hotel operation more smoothly Student: Phan Thi Bich Hoa Class: D20-NAD Graduation Paper 3.3.1.2 53 Supervisor: Nguyen Thi Kim Man The weak points of the performance of the front office staff at Huong Sua Hotel The process of the front office staff at Huong Sua hotel is quite good but the process of hotel still has some weak points Firstly, the receptionist has to undertake many tasks In a shift, the receptionist has to check in for the customers, settle the customers’ account, solves the customers’ request, etc The receptionist sometimes does not satisfy the customers because of the huge work Secondly, in the receiving information process from the customers, the receptionist sometimes skipped the confirmation of information such as room kinds, room rate and some special demand, so it could make more confusion and errors Consequently, it would lead to the disagreement between the customers and the receptionist about the information of reservation when they make check in procedures Thirdly, the receptionist received the customers’ requests but they forgot to take notes to solve them Those affected a lot on the customers’ satisfaction For example, in my internship period, there are the customers calling to the receptionist counter to complain about some broken of televisions After receiving the customers’ complaint, the receptionist forgot to inform this problem to Maintenance & Engineering department It made the customers uncomfortable Moreover, in the check-in period, the receptionist sometimes did not introduce enough the hotel services This contributed to a decrease in sales of services of hotel because the customers were lack of information about services In addition; in the check out procedure, the receptionist updated the customers charge quite fast but the customers charge sometimes is not exactly It affects a lot on the satisfaction of the customers and the revenue, the reputation of the hotel Normally, the customers not request the Student: Phan Thi Bich Hoa Class: D20-NAD Graduation Paper 54 Supervisor: Nguyen Thi Kim Man printing the bill If the customer’s request the receptionist to print the bill, the receptionist solve quite slow It leads to the waiting of the customers Last but not least, the English skills of the concierge are not good, so they get some problems when serving customers It affected a lot on not only the customers but also the hotel Through some information and data survey analyzed, I will give some suggestions to overcome weaknesses in the part C PART C: CONCLUSION AND SUGGESTIONS The goals and strategies of Huong Sua Hotel 1.1 The goals of Huong Sua Hotel Each businessman sets out specific goals when doing business That is the destination approaching to get expected result However, it depends on each period, specific circumstance of business process for businessmen to set particular and suitable goals in order to get expected result To get success in the hotel business, the hotel has to build strategic plans and expected goals for its business operation Therefore, the hotel management will get more good results Strategy plans is to direct, enhance the quality in serving, fulfill the serving process, attract a lot of customers, diversify in structure of products and maximize profit There are some business goals of the hotel in the coming time The hotel continuously improves and enhances the Huong Sua Hotel’s position at Tamky city to become one of the best hotels of the city Moreover, the hotel has to fulfill some goals in 2016 - Revenue: 3,500,000,000 VND The total of turns of customers: 13,000 turns The total of days of customers: 24,000 days Especially, the hotel has to exploit the tourist resources to increase the hotel revenue Student: Phan Thi Bich Hoa Class: D20-NAD Graduation Paper 55 Supervisor: Nguyen Thi Kim Man 1.2 The strategies of Huong Sua Hotel: With the development trend in the tourism sector of Tamky city in particular and Vietnam in general, to some extent, the Huong Sua has met the demands of the market To get this result, the hotel has proposed some particular directions in the future The result of the hotel business in 2015 showed that the number of pure visit customers accounted 73% and the domestic customers accounted 72,76% in the total of hotel customers, so the hotel focuses a lot in these types of customers Therefore, the hotel will strengthen the relationship with agents, advertisement and promotion campaigns to attract more customers to the hotel To attract more customers, the improving in the product quality is vital The hotel will have some methods to diversity and continue to expand the business scope by enhancing additional services based on the demand of customers’ hobbies, payment capacity Moreover, the hotel will enhance the room quality to attract customers to the hotel, especially domestic customers The hotel staff is also very important in proving the product quality, so the hotel will continue to fulfill staff structure as well as increase the number of well-qualified staff The hotel will improve the organization of labor management and the staff’s speciality, especially the front office staff Moreover the hotel will take measure to increase the labor productivity of employees Besides, the hotel must recruit more employees to meet the expansion needs of the hotel in enhancing the star class Especially; training the staff in the reception area is the most important Because this is the public face of the hotel and it also makes the initial impression with customers On the hand, the hotel will improve management Student: Phan Thi Bich Hoa Class: D20-NAD Graduation Paper 56 Supervisor: Nguyen Thi Kim Man structure, assign specific responsibilities to subordinates to make them active, more responsible and reduce the workload for the board The hotel will strengthen measures to attract the customers to the hotel and increase the average length of their stay such as applying scientific and technical achievements to the organizing and serving the hotel customers, promoting advertising, marketing and promotion campaigns for the hotel products and the image of the hotel with the customers in the tourism market Moreover, the hotel has to keep up with the information and deal with the customers’ requests quickly The hotel should have appropriate policies, reasonable and flexible price, to exploit better the consumer needs of the customers The hotel will put the exploitation work on the top, keep the old customers, look for and exploit new customers, especially tourisms, etc to ensure the number of customers in the low season On the other hand, the hotel always has to find out, study the psychological needs of individual customers to understand and meet their needs Therefore, to get the expected result in the business, the hotel needs useful directions and methods to promote the strong points as well as limit the weak points in the competitive ability When the competitive ability is enhanced, attracting the customers’ resources and enhancing the effective business will be improved With these directives, the Huong Sua will strengthen its position and role in the system of national hotel chain the future Suggestions 2.1 Suggestions for the performance in serving customers of the hotel Student: Phan Thi Bich Hoa Class: D20-NAD Graduation Paper 57 Supervisor: Nguyen Thi Kim Man The performance in serving customers of the front office staff in Huong Sua hotel is quite good However, to attract more and more customers and become one of the hotels proving the best quality in Tamky city, the hotel definitely needs to try more There are some suggestions from my experience collected from the internship period First, the front office staff should conduct some activities in serving customers to get their good impression For example, if the date of birth of the customers coincides with the staying time of customers, the front office should organize small birthday parties to celebrate of give and donate flowers to them Second, when serving customers, the front office staff should add the process of confirming all information of customers, especially in the reservation process is the initial contact between the hotel and the customers Therefore, if there are some errors in this process, the customers will have bad impression about the hotel This bad impression will affect all the time when the customers stay in hotel, so they will not want to come back in the future Third, in the check in process, the receptionist has to introduce all the hotel services Moreover, if the customers are so tired after long trips, the receptionist should introduce primary hotel services relating to customers without introducing too much about the hotel services In this situation, the receptionist should give the customers the hotel brochures This helps the customers know the hotel services without disturbing them Last, in the check out procedure, the receptionist updated the customers charge quite fast but the customers charges sometimes were not exactly If affected a lot of on the satisfaction of the customers and the revenue, the reputation of the hotel Therefore, the receptionist should check the customers Student: Phan Thi Bich Hoa Class: D20-NAD Graduation Paper 58 Supervisor: Nguyen Thi Kim Man charge carefully They must be sure that the customers’ charges are exact before giving them to the customers 2.2 Suggestions for front office staff In the performance of the hotel, the front office staff has an important role Therefore, to improve the quality in performance in serving customers, the hotel has to improve the quality the front office staff First, the front office always treats all customers with respect and never let the customers think that they are not paid attention when they come to the front office area If the front office staff is busy, they also have to smile with the customers to demonstrate that they have seen them Second, English skills of the concierge and the restaurant and bar department is not good, so they get some problems when serving customers If affects a lot not only the customers but also the hotel Therefore, these departments should always improve their English skills by themselves Moreover, the hotel should have the English exam every three months to check their English skills Third, when the front office staff received the customers’ request; they sometimes forgot it Therefore, the front office staff should take notes the customers’ request in the papers Then, they solve it immediately or ask the other department to solve it if it does not belong to their tasks However, the front office staff always is sure that the customers’ requests are to be solved Four, the receptionist has a lot of work, so it is so hard for them to solve all the works It makes the customers uncomfortable In this situation, I suggest two ways to solve In the first way, the hotel should increase the employees in the first and second shifts and another way relate to the corporation between the receptionist departments with other departments For example, the security department can help the receptionist in providing Student: Phan Thi Bich Hoa Class: D20-NAD Graduation Paper 59 Supervisor: Nguyen Thi Kim Man information for the customers about the hotel services or solving some customers’ requests, etc Fifth, the hotel should always perfect the speciality of the front office staff by many ways For example, the hotel has to create favorable conditions for the front office staff such as inviting experts to the hotel to give some more training courses to improve the staff’s performance Moreover, the hotel should have policies to encourage employees to work hard, comfort and concern the staff’s life such as adding more salary for employees finishing well the work, etc Sixth, the trainees who come to the hotel for their internship is useful for the hotel such as providing information of the customers, issuing the room keys and doing other simple tasks However, the hotel did not concern a lot in training them For the benefit of the hotel, this force should be paid more attention in training Last, some employees of the front office staff should know not only English but also Chinese, Australian, or Japanese because those are the target market customers of the hotel This is so important because becoming one of the hotels with high quality in Tamky is one of the primary directions of the hotel in future 2.3 Suggestions for the technical facilities of the hotel As well as the labor force, the technical facilities are the important factors in the serving customer process and enhancing the serving quality in the staying time of the customers The completed and modern facility system not only satisfies the customers but also makes the hotel luxury and increases the ability in attractiveness and competition of the hotel Therefore, upgrading and improving the technical facilities are vital Student: Phan Thi Bich Hoa Class: D20-NAD Graduation Paper 60 Supervisor: Nguyen Thi Kim Man The Huong Sua Hotel was established in 2013, so the technical facilities of the hotel are quite new and modern However, the hotel always has to upgrade them to meet the customers need Moreover, at the receptionist area; there should be vases of fresh flower because this is the place where customers have initial impression Jugs of fresh flowers can make customers feel comfortable and pleasant At last, the arrangement of tables in the restaurant and bar are unreasonable These tables are very close to each other This will make customers feel comfortable because the customers want to have private spaces Therefore, I suggest that hotel should put some trees between the tables It not only helps the customers enjoy private spaces but also makes customers feel comfortable Conclusion: In 2015, the business of Huong Sua Hotel was quite good The hotel has an effort to provide high quality products Although the performance in serving customers is interested by the hotel, it still needs to improve and strengthen The hotel needs to take advantage of opportunities, improve existing weaknesses to overcome difficulties and become famous in not only Tamky city but also in Vietnam According to the case study: “The performance of front office staff in serving customers and some suggestions for improving it in Huong Sua Hotel”, I understood more about the role and importance of the performance in serving customers of the front office staff in hotels The tourism in Tamky, Quang Nam develops rapidly, so more and more hotels in Tamky are set up People play an important role in the hotel is front office staff because they are the first ones contacting with the customers For this reason, the front office staff should have professional qualification, and ability to behave as well as Student: Phan Thi Bich Hoa Class: D20-NAD Graduation Paper 61 Supervisor: Nguyen Thi Kim Man communicate On the other hand, the board of the Huong Sua hotel needs to create favorable working conditions for the efficient working of the staff With the limited knowledge and time, my study certainly will have a lot of faults I hope to receive the feedbacks of the teachers and readers to make this more perfect REFERENCE Vietnamese Books [1] Phạm Thị Cúc, Giáo Trình Nguyên lý Nghiệp vụ lễ tân, Sở Giáo dục Đào tạo Hà Nội [2] Hoàng Văn Mạnh Hoàng Thị Lan Hương, Giáo trình quản trị kinh doanh khách sạn, Trường Đại học Kinh tế Quốc dân – Khoa du lich khách sạn English Books [3] James A Bardi, Ed.D., CHA, CHE, Hotel Front Office Management – Fourth Edition, the Pennsylvania State University [4] Philip Kotler, John T Brown, James C Makens, Marketing for hospitality and tourism Websites [5] http://en.wikipedia.org/wiki/Hotel [6] http://www.scribd.com/doc/30556686/Fort-Aguada-Beach-Resort-Goa [7]http://www.scribd.com/doc/24579508/01-Ebook-VCU-Khai-quat-quytrinh-ph%E1%BB%A5c-v%E1%BB%A5-trong-KS-NH [8] http://www.google.com.vn/url? sa=t&source=web&cd=1&ved=0CBcQFjAA&url=http%3A%2F %2Fwww.bu.ac.in%2Fsde_book %2Fbsc_accomodation.pdf&rct=j&q=ACCOMODATION Student: Phan Thi Bich Hoa Class: D20-NAD Graduation Paper 62 Supervisor: Nguyen Thi Kim Man %20OPERATION.pdf&ei=9fSzTZeRFIXuuAOoyYmUBw&usg=AFQjCNE mOd0GhnN4VlvrxPwhQtGO4tLDw [9] http://www.oppapers.com/essays/Customer-Cycle/187913 Student: Phan Thi Bich Hoa Class: D20-NAD ... to study what I did and learned about the performance of Huong Sua Hotel’s front- office staff in serving The paper focuses primarily on the performance of Huong Sua Hotel’s front- office staff in. .. necessary data Second, with the methods of observing and interviewing the front- office staff and customers, I knew more details and got some ideas about the performance of the front office staff. .. That is the reason why I have selected the topic: ? ?A Case study of the performance of Huong Sua Hotel’s front – office staff in serving customers and some suggestions for improving it? ?? OUTLINE This