NN AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO IMPROVING THE QUALITY OF RECEPTION SERVICE AT DE L’AMOUR HOTEL

NGUYE N THI NGOC XUYEN – MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADU ATION PAPER IN ENGLIS DUY TAN UNIVERSITY H LINGUI STICS - NGUYEN THI NGOC XUYEN 2021 DANAN G 2021 AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO IMPROVING THE QUALITY OF RECEPTION SERVICE AT DE L’AMOUR HOTEL GRADUATION PAPER IN ENGLISH LINGUISTICS DA NANG – 2021 MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH DUY TAN UNIVERSITY GRADUATION PAPER AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO IMPROVING THE QUALITY OF RECEPTION SERVICE AT DE L’AMOUR HOTEL Major : English for Tourism SUPERVISOR : DOAN THI DIEU LAN, M.A STUDENT : NGUYEN THI NGOC XUYEN CLASS : K23NAD STUDENT CODE : 2320719661 DA NANG – 2021 Graduation Paper Student: Nguyen Thi Ngoc Xuyen Supervisor: Doan Thi Dieu Lan Code: 2320719661 Graduation Paper Supervisor: Doan Thi Dieu Lan STATEMENT OF AUTHORSHIP I certify that except where reference is made in the text of the thesis, this thesis contains no material published elsewhere or extracted in the whole or in part from a thesis by which have qualified for or been awarded another degree or diploma No other person’s work has been used without due acknowledgment in the thesis This thesis has not been submitted for the award of any degree or diploma in any other tertiary institution Da Nang, May 2021 NGUYEN THI NGOC XUYEN Student: Nguyen Thi Ngoc Xuyen Code: 2320719661 Graduation Paper Supervisor: Doan Thi Dieu Lan ABSTRACT This graduation paper focused on the real situation of De L’amour Hotel It is an analysis of the strengths and weaknesses of the Reception Department at the hotel In my paper, I give some tables of the number of guests as well as the business of De L’amour Hotel to make more clear By discussing these problems, I will provide some suggestions to improve the quality of the Reception Department in De L’amour Hotel Student: Nguyen Thi Ngoc Xuyen Code: 2320719661 Graduation Paper Supervisor: Doan Thi Dieu Lan TABLES AND FIGURES Table 3.1 Facilities of Room 20 Table 3.2 Room rates 24 Table 3.3 Reception Department’s facilities .28 Table 4.1 The number of Guests at De L’amour Hotel ( 2017-2019) 32 Chart 4.1 The number of Guests at De L’amour Hotel 33 Table 4.2 Guest’s Structure Of De L’amour Hotel (2017-2019) 34 Chart 4.2 Guest’s Structure of De L’amour Hotel 34 Table 4.3 Businesss Result of De L’amour Hotel (2017-2019) 35 Chart 4.3 Businesss Result of De L’amour Hotel (2018-2020) 36 Table 4.4 Evaluation to Facilities 37 Chart 4.4 Evaluation to Facilities 38 Table 4.5 Evaluation to Attitude 39 Chart 4.5 Evaluation to Attitude 40 Table 4.6 Evaluation of Receptionist’s Uniform 41 Chart 4.6 Evaluation of Receptionist’s Uniform 41 Table 4.7 Evaluation of Receptionists’ Foreign languages .42 Chart 4.7 Evaluation of Receptionists’ Foreign languages .43 Table 4.8 Evaluation of Receptionist's problem-solving skills .44 Chart 4.8 Evaluation of Receptionist's problem-solving skills .44 Student: Nguyen Thi Ngoc Xuyen Code: 2320719661 Graduation Paper Supervisor: Doan Thi Dieu Lan LIST OF ABBREVIATIONS UNWTO : The United Nation World Tourism Organization GM : General Manager F&B : Food and Beverage HR : Human Resources Student: Nguyen Thi Ngoc Xuyen Code: 2320719661 Graduation Paper Supervisor: Doan Thi Dieu Lan TABLE OF CONTENTS ACKNOWLEDGEMENTS i STATEMENT OF AUTHORSHIP iii ABSTRACT iv TABLES AND FIGURES v LIST OF ABBREVIATIONS vi CHAPTER 1: INTRODUCTION .1 RATIONALE .1 AIMS AND OBJECTIVES .2 SCOPE OF THE STUDY METHOD OF THE STUDY ORGANIZATION OF THE STUDY .3 CHAPTER 2: THEORETICAL BACKGROUND 2.1 BASIC CONCEPTIONS 2.1.1 Tourism 2.1.2 Tourist 2.1.2.1 Tourist definition 2.1.2.2 Classification 2.1.3 Hotel Business .5 2.1.3.1 Hotel Definition 2.1.3.2 Classification 2.1.3.3 Feature of Hotel Business 2.1.4 The Qualityin the Hotel .8 2.1.4.1 The definition of quality 2.1.4.2 The quality in the hotel 2.2 GENERAL INTRODUCTION ABOUT THE RECEPTION DEPARTMENT 10 Student: Nguyen Thi Ngoc Xuyen Code: 2320719661 Graduation Paper Supervisor: Doan Thi Dieu Lan 2.2.1 Introduction about the Reception Department 10 2.2.2 The Tasks of Receptionists in the Hotel 10 2.2.3 The Role of the Front Office Staff 11 2.2.4 The Organizational Structure of the Reception Department 11 2.2.5 The Processes of Serving Accommodation Services in the Hotel 12 2.2.6 Requirements for the Front Office staff 14 2.2.6.1 Educational qualifications and understanding 14 2.2.6.2 Foreign Languages and Informatics Office 14 2.2.6.3 Attitude 15 2.2.6.4 Appearance 15 CHAPTER 3: CASE DESCRIPTION 16 3.1 DE L’AMOUR HOTEL OVERVIEW 16 3.1.1 General Introduction 16 3.1.2 Operation System of De L’amour Hotel 18 3.1.2.1 Functions and Tasks of Each Department at De L’amour Hotel.18 3.1.2.2 Resources of De L’amour Hotel 19 3.2 THE REAL SITUATION AND THE QUALITY OF RECEPTION DEPARTMENT AT DE L’AMOUR HOTEL 26 3.2.1 Introduction about the Reception Department 26 3.2.2.1 The Organization of the Reception Department at De L’amour Hotel .26 3.2.2.2 Working Hours 27 3.2.2.3 Working Style 27 3.2.2.4 Reception Department’s Facilities 28 3.2.3 The quality of The Reception Department at De L’amour Hotel 28 3.2.3.1 The Quality of Receptionists at De L’amour Hotel .28 3.2.3.2 The Serving Process of Receptionists at De L’amour Hotel .29 Student: Nguyen Thi Ngoc Xuyen Code: 2320719661 Graduation Paper Supervisor: Doan Thi Dieu Lan CHAPTER 4: ANALYSIS AND EVALUATION 32 4.1 BUSINESS RESULT OF DE L’AMOUR HOTEL IN RECENT YEARS 32 4.1.1 The Number of Guests at De L’amour Hotel 32 4.1.2 The Structures of Guests to De L’amour Hotel 34 4.1.3 The Result and Evaluation of Business at De L’amour Hotel in Recent year 35 4.2 GUESTS’ EVALUATION TO THE QUALITY OF THE RECEPTION DEPARTMENT AT DE L’AMOUR HOTEL 37 4.2.1 Evaluation to Facilities .37 4.2.2 Evaluation to Receptionist .39 4.2.2.1 Evaluation to Attitude 39 4.2.2.2 Evaluation of Receptionist’ Uniform 40 4.2.2.3 Receptionists’ Foreign languages 42 4.2.2.4 Receptionist's problem-solving skills 44 4.3 GENERAL EVALUATION TO THE QUALITY OF THE RECEPTION DEPARTMENT AT DE L’AMOUR HOTEL 45 4.3.1 Strength .45 4.3.2 Weakness 46 CHAPTER 5: DIFFICULTIES AND SOLUTIONS 47 5.1 Difficulties .47 5.2 The Solution 47 5.2.1 Facilities .47 5.2.2 Receptionist .48 5.2.3 Another solution 49 CHAPTER 6: CONCLUSION AND SUGGESTIONS 50 6.1 Conclusion .50 Student: Nguyen Thi Ngoc Xuyen Code: 2320719661 Graduation Paper 44 Supervisor: Doan Thi Dieu Lan CHAPTER 5: DIFFICULTIES AND SOLUTIONS 5.1 Difficulties  De L'amour hotel is a 3-star hotel, so it faces many high-class hotels in the area  The qualification of the receptionist is still low, reception department can not meet job requirement properly because of their lack of job experience  Although the reception department proceed with customer service procedures following hotel standard, there are still some unprofessional aspects  Because it is a three-star hotel, the facilities are still limited  Due to the impact of the Covid-19 epidemic, the hotel's revenue dropped sharply in 2020 The number of visitors is less than in previous years 5.2 The Solution After researching the situation and the quality of the Reception Department at De L’amour Hotel, I realized that the hotel still has many weaknesses Therefore, I would like to propose some solutions to improving the quality of the Reception Department as well as the hotel The solution to improving the reception department : 5.2.1 Facilities  Facilities and equipment in the front desk area should be enhanced  Sofas should be re-allocated properly in the hotel lobby for the customers to sit and relax while waiting for their check-in procedure Student: Nguyen Thi Ngoc Xuyen Code: 2320719661 45 Graduation Paper Supervisor: Doan Thi Dieu Lan  In the reception area, there should be some facilities allocated in this area such as computers, printers, fax machines, telephone and other machines in the reception department in the peak season  Facilities should be in regular maintenance to guarantee the staff working effectively when proceeding with customer service procedures 5.2.2 Receptionist  Improving receptionist’s attitude Receptionists must remember that the first impression is very important, the final impression is also the guest’s memory So receptionists must serve guests by the heart, make them feel free as their home - Always smiling and happy with guests even when answering the phone or talking in person - Always know how to be in control, control your emotions and be patient in awkward situations Be gentle and friendly with everyone - Be agile, enthusiastic, reliable, considerate, and thoughtful when supporting customers - Focusing on listening when customers present questions/problems This shows respect for your guests and helps you to give them complete and accurate directions - Furthermore, receptionists need to say “Thank You” and “Sorry” In service, customers are always right because they bring benefits and revenue to the company  Improving foreign language skills of the receptionists - The receptionists must be influent in a more foreign language such as Korean, China, etc to communitcate with guests from another country - Open English classes for employees to communicate with each other more Student: Nguyen Thi Ngoc Xuyen Code: 2320719661 Graduation Paper 46 Supervisor: Doan Thi Dieu Lan 5.2.3 Another solution  The tourism industry is heavily affected because of Covid-19, so it is necessary to have solutions to attract tourists such as - Discounting the room rate but the quality of service still ensure - Building a professional website is the most effective way of marketing that hotels should For the website to work effectively, the hotel needs to invest images and article content to the hotel to make a first good impression for customers when studying the hotel through the website Student: Nguyen Thi Ngoc Xuyen Code: 2320719661 Graduation Paper 47 Supervisor: Doan Thi Dieu Lan CHAPTER 6: CONCLUSION AND SUGGESTIONS 6.1 Conclusion In recent years, the world economy in general and the development of Vietnam's economy have been constantly changing People's lives are getting better and better, the needs of both material and spiritual, relaxation are also increasing, helping Vietnam's tourism industry in general and the hotel and restaurant business, in particular, have improved The number of hotels has increased rapidly, especially international-standard, 5-star restaurants, which require hotels to keep their old customers and attract potential customers developed to meet the maximum needs of customers During my internship at De L’amour Hotel, I had the opportunity to interact with real work with work at the hotel, especially the receptionist department I realize that De L’amour Hotel has been affirming its position in the market, winning the trust and confidence of customers Through the topic "An Investigation into the Real Situation and Some Solutions to Improving the Quality of Reception Department at De L’amour Hotel.", I presented many theoretical issues as well as stated the actual situation, proposed the solution to further improve the quality of the reservation department at De L’amour Hotel I hope that, with my small contribution, I will make some contribution to help the hotel improve its service quality in particular and develop its business 6.2 Suggestions 6.2.1 Suggestions for the Internship Site During my internship at De L’amour Hotel, I observed and learned ceaselessly Besides getting valuable experiences, I also tried to find out Student: Nguyen Thi Ngoc Xuyen Code: 2320719661 Graduation Paper 48 Supervisor: Doan Thi Dieu Lan inadequate points in the service industry These suggestions are what I took from my actual observation: + Long-term staff between departments should be trained on all the different positions for ease of support when people face difficult problems + Second, Vietnam is one of the countries where people are infected with Covid-19 - an acute respiratory infection caused by the new Coronavirus Therefore, the hotel should take measures to protect and prevent staff and tourists 6.2.2 Suggestions for Foreign Languages Department Through the practical environment at the De L’amour Hotel, I think the university should: + Bringing the subjects related to specialties to support future work + Organize English-speaking clubs for students to exchange knowledge and talk with foreigners + Create opportunities for students to study and find information about Vietnamese culture as well as cultures of other countries + Moreover, the school should also organize many career seminars and training for students to help them orient clearly for their future life Student: Nguyen Thi Ngoc Xuyen Code: 2320719661 Graduation Paper Student: Nguyen Thi Ngoc Xuyen 49 Supervisor: Doan Thi Dieu Lan Code: 2320719661 , Graduation Paper Student: Nguyen Thi Ngoc Xuyen Supervisor: Doan Thi Dieu Lan Code: 2320719661 , Graduation Paper Supervisor: Doan Thi Dieu Lan QUESTIONARE Part : How many times you come to stay at De L’amour Hotel? ăThe First Time ăThe Third Time ăThe Second Time ¨The Fourth Time Which information sources you know about De Lamour Hotel? ă Book, Newspapers,Magazines ă Radio, TV ¨ Friends and Relatives ¨ Internet ¨ Others Please tell us you agree with the following statements about the service quality at the De L’amour Hotel 1 = Strongly disagree, 2=disagree, 3=neutral, 4= agree,5= strongly agree I Credibility Working `1 time Problem-solving skills II The Receptionist of De L’amour Hotel Beautifull uniform Enthusiatic and thoughful attitude Always listening and answering your question quickly III Facilities Morden facilities Clean, fresh and comfortable space Student: Nguyen Thi Ngoc Xuyen Code: 2320719661 , Graduation Paper Supervisor: Doan Thi Dieu Lan After using the services of staying at De L’amour Hotel, What makes you feel really satisfied? What makes you insatisfied about De L’amour Hotel? According to you, what should the hotel to improve the quality of service to better meet the need of customers? Do you think you will return to De L’amour Hotel in the future? ă Yes ă No Part : Personal information ( Please tell us some of the following personal infornation , they will only be used for research purpose) Guest Name: Nationality: Room number: Age: One again thank you for enthusiatic help Wishing you good health and success ! Student: Nguyen Thi Ngoc Xuyen Code: 2320719661 , Graduation Paper Supervisor: Doan Thi Dieu Lan SUPERVISOR’S COMMENTS Student: Nguyen Thi Ngoc Xuyen Code: 2320719661 ...MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH DUY TAN UNIVERSITY GRADUATION PAPER AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO IMPROVING THE QUALITY OF RECEPTION. .. Functions and Tasks of Each Department at De L’amour Hotel. 18 3.1.2.2 Resources of De L’amour Hotel 19 3.2 THE REAL SITUATION AND THE QUALITY OF RECEPTION DEPARTMENT AT DE L’AMOUR HOTEL ... complain and handle them properly, and they are concerned with customer''s needs and preferences The reception department plays an important role in assisting the hotel management to implement the service