NN AN INVESTIGATION INTO THE REAL SITUATIONS AND SOME SOLUTIONS TO ATTRACTING TOURISTS TO CAPELLA HOTEL DA NANG CITY

MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FALCUTY OF ENGLISH GRADUATION PAPER AN INVESTIGATION INTO THE REAL SITUATIONS AND SOME SOLUTIONS TO ATTRACTING TOURISTS TO CAPELLA HOTEL DA NANG CITY MAJOR : ENGLISH FOR TOURISM SUPERVISOR : TRAN THI THO, M.A STUDENT : HA THI CAM LINH CLASS : K23NAD7 STUDENT CODE : 23203211760 DA NANG, 2021 = ACKNOWLEDGEMENT  Dear the Director and most of the staff in Capella Hotel in Da Nang city Dear my supervisor – Tran Thi Tho Dear all teachers in English Department of Duy Tan University First of all, I would like to send my thanks to Capella Hotel Da Nang for helping me a good environment to study, work, and gain new knowledge The director and staff of the hotel supported me enthusiastically during my internship here In particular, I am very grateful to my supervisor Tran Thi Tho for not only gave me usefull guidance and advice but also answering all my questions about my internship She conscientiously pointed out mistakes and reminded me to have a good internship report Finally, Thank you all the teachers in the Foreign Language Department of Duy Tan University for arranging and creating the condition for me to join in an early internship and during the past years has given me a lot of useful knowledge and practical experience while studying here I am grateful to all of you I wish all of you good health and success! Sincerely, Ha Thi Cam Linh STATEMENT OF AUTHORSHIP 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 acknowledgement in the thesis This thesis has not been submitted for award of any degree or diploma in any other tertiary institution Danang, March 28th, 2021 Ha Thi Cam Linh ABSTRACT This research aims to investigate the reality and a number of solutions that attract tourists to capella hotels In tourism and hotel business, tourists are important in the economic development of the hotel Therefore, I would like to focus on the detailed research in this study to bring out the strengths and weaknesses in the process of serving tourists and hotel facilities Besides, I will offer a number of solutions in attracting tourists and surveying customers to contribute to the growing Capella hotel LIST OF TABLE LIST OF DIAGRAM LIST OF PICTURE LIST OF CHART TABLE OF CONTENTS CHAPTER 1: INTRODUCTION 1.1 Rationale In the context of international economic integration and the trend of globalization, the tourism industry has become a smoke-free and growing industry Located in a dynamic economic zone, with preferential natural resources and friendly people, tourism is increasingly becoming the country's spearhead economy The number of visitors to Vietnam is increasing, contributing a significant part of GDP to the country In recent years, the type of tourist attraction is growing quite strongly in Vietnam and has become a top concern of tourism companies because of the economic efficiency it brings tourists account for up to 70% of economic revenue, solving jobs for more than 1.4 million workers, marking the milestone of Vietnam's tourism on the path of development and integration with the international region Vietnam is a country that is bestowed with many famous landscapes by nature Along with that is a culture that goes through thousands of years of history that has left us invaluable humanitarian assets With the above advantages, Vietnam has become an attractive destination for domestic and foreign tourists As a dynamic city and being invested, oriented to develop sustainable tourism Da Nang is increasingly having policies to attract visitors here With favorable advantages of abundant resources, modern infrastructure Da Nang is gradually exploiting and has reasonable tourism policies to attract this audience During my internship and research at Capella Hotel, I realized that this is a prestigious hotel with high service quality and favorable conditions for 10 view bills without the reception Although these equipments invest in very high costs, it looks very effective for attracting visitors because of the convenience it offers In addition, the hotel needs to diversify the types of rooms and should invest in upgrading some high-end rooms to create a choice for each tourist, especially for tourists with high affordability In particular, it is necessary to focus on how to decorate the room, public areas, corridors, fronts of the hotel aesthetically to create an impression to increase the attractiveness of the hotel to domestic and foreign visitors The characteristic element of Capella Hotel in the architecture here is modern architecture It blends the tradition of the comfort of the equipment, the advanced of the world And with a cool space leaning towards nature, with the idyllic, cool nature of the coastal city of Da Nang so the hotel should take advantage of this strength to add some images as well as characteristic tools such as: island-shaped watches, gentle decorative flowers at the table to create harmony in the way of decoration, these are associated with nature so it will bring the most pleasant and comfortable feeling to other travelers Moreover, when there is a mix of tradition and modernity, it will increase the value of room products at Capella Hotel 5.2.2 Solutions for foods services Capella is a three-star international standard hotel Therefore, the facilities are always demanding at a high quality level But after a year of operation, the facilities at the restaurant department have appeared damaged and deteriorated Therefore, the urgent requirement is to ensure the level of use of facilities, if damaged, repairs and replacements are required if necessary In addition, it is necessary to add the necessary equipment to support the staff in 49 the service process at the restaurant, especially in the winter such as strollers, dishwashers, glass cleaners especially the computer system at the restaurant department because it is frequently damaged In addition, the dishes in the restaurant need to ensure synchronizity in printing logos on items However, due to the changing needs of customers, restaurants now not specialize in serving a European-Asian food anymore, but combining both types makes the process of serving the chef's processing difficult, the area of preparation and arrangement of tools is narrow , the preparation of the tools also becomes inconvenient Moreover, in the winter, the morning often does not have enough room for guests to sit, guests can not enjoy and feel all the food as the quality of food service is reduced Therefore, the hotel needs to focus on upgrading and expanding the area to better serve guests, it is necessary to rearrange the problem of serving food at the restaurant to stabilize the specialization and the food is guaranteed more quality because the restaurant characteristics will specialize in European- Asian dishes is certain Picture 5.2 : Capella Hotel restaurant photos 50 Regarding the form of cuisine at the restaurant department: the hotel needs to add and change the daily dishes regularly, especially the breakfast buffet, which can be included in the menu of folk dishes in the daily activities of Da Nang people, combined with on-site production with those dishes at the service table or at a party such as a party : pancakes, bread, noodles, directly processed so that guests can see the value of the cuisine here The dishes seem simple, simple but for tourists, those with quite high incomes they will feel new and will be more satisfied In addition, it is necessary to supplement and change the daily breakfast buffet menu for the restaurant to meet the diverse needs of many foreign visitors from different countries, and it is recommended to change the decoration of the dining table periodically, maybe day by day, week by week or month by month to create a new feeling for guests to avoid boredom 5.2.3 Solution for additional services Other services in addition to the main service to satisfy the second needs during the stay of the hotel such as: demand for hall rental services for organizing conferences, seminars, entertainment needs such as tennis, swimming pool, resort needs, relaxation such as Spa , swimming pool and other needs such as laundry, carrying luggage, Although hotel products exist in both forms of goods and services, most products that are goods are carried out in the form of services when sold to guests (time, production space and consumption are the same) Therefore, many researchers think that the hotel's products are service Therefore, the operation of the hotel business is in the field of service business Banquet service is a service that visitors also use, so the hotel also needs special attention in completing the preparation, so add a few special music programs that are social in outdoor buffets such as: group games, gift 51 singing to create cohesion, exchange and uniqueness in the service of Capella Hotel In addition, it is advisable to focus on training and recruiting personnel, so there is a separate department responsible for organizing these outdoor events This staff must have a strong qualification in organizing events and especially be able to use foreign languages to be able to control events and parties smoothly and successfully In particular, the type of marine sports is very suitable for guests, but with the deteriorating equipment system as currently can not meet the requirements of guests, the hotel should have appropriate policies to upgrade and rent more types of equipment such as canoes , surfboard, Currently a famous type of sculpture that visitors are very interested in is the sculpture stone statues In fact, the hotel is linking to display and sell sculptures, so it is necessary to link with reputable art stone workshops to diversify products, and can add other products bearing the characteristics of Vietnamese people such as leaf cones, rattan, fabric, brocade so that visitors have a variety of choices about a souvenir for relatives and friends In addition to adding hotel revenue, there is also a diversity of cultural products, creating advantages to attract international visitors as well as competitive strengths with resorts in the same field In addition, in order to diversify additional services for the hotel, meeting the high-class needs of guests, the resort needs to exploit some additional services that the hotel has not exploited such as: + A replenishing mud massage service, mud bath: Along with the fast pace of life and environmental pollution, the tendency to take care of the body with herbs is a common trend of the world Spa is a concept that only deep beauty care from mental and physical can bring balance through all human senses Mineral sludge is also a source, 52 adding many vitamins and nutrients to help cleanse dead cells, stimulate skin regeneration and limit the aging process of the skin The mud massage will help your skin become firmer, healthier, more cumbersome, remove toxic substances Mud bathing is one of the most natural ways to regain a healthy body and get a smooth skin With the existing equipment and airy space at Capella Hotel, if you exploit this new service will be very suitable, how much it will cost but effectively, there is more choice for visitors in addition to massage with fresh flowers and herbs available at the hotel + Add a reading library Currently, the hotel does not have a reading library In fact, international visitors are very fond of learning and learning about their destinations, especially international visitors who are the type of high-end guests They travel in combination with vacations and have a need to learn a lot about the locality they come to Therefore, a library of books will be a novelty that can appeal to this audience + Addition of Team Building service, camping on the beach Tourists are a very special guest with very demanding requirements for products and services and novelty Moreover, guests often travel in large quantities, so such a service is very suitable It is both new and creates a comfortable relaxing space, while contributing to increasing solidarity for visitors to participate The hotel will take advantage of the space near the coast to organize team building activities and outdoor camping In order to perform this service, the hotel needs to plan carefully or can link with tour operators to lead guests so that this activity is carried out in the most successful way 5.2.4 Solutions for human factors in product policy Hotel business is one of the business areas where people are the basic 53 condition that determines the success or failure of the hotel Foreigners who require high professional qualifications and fluent foreign languages, know a variety of languages, with the existing staff of the hotel is not enough to serve this subject Therefore, the hotel needs to regularly foster and determine the number of staff who need additional training and retraining for primary and un-trained employees, in order to create a staff with high professional qualifications, participate in courses to foster knowledge about foreign visitors and how to serve this audience There should be policies to encourage and create time for employees to take cultural in-office classes to gradually specialize in the workforce and managers Especially, the hotel needs to improve the language level for employees, encourage them to study more foreign languages in the centers, first English, followed by other foreign languages such as Korean, Japanese, Chinese in some departments such as reception, restaurant, serving to serve guests when coming to the hotel In addition, department managers must regularly supervise and check the working style of employees to give guests a sense of closeness like their second home, always interested in the satisfaction of visitors with the criterion: "Customers are god" The hotel also needs to pay attention to better remuneration policies for employees such as: gifts on holidays of the year, giving travel packages to excellent staff It is necessary to create a healthy and united environment so that employees can be productive, while promoting their abilities 5.2.5 Solutions for promotional price polices and product packages - For domestic guests, the hotel should have a discount policy to stimulate demand, depending on the season and the sender can discount from 5-15% for accommodation services, discount from 5-7% for food products 54 and from 10-20% for additional services + Discounted price policy: Because MICE visitors to the resort are usually visitors sent from tour operators traveling in large quantities, so to maintain good relationships, while attracting visitors to the resort, instead of the current 10% discounted price , resorts should be flexible in their discount policies, namely: The discounted price policy is based on the number : Depending on the number of guests in the group, the hotel may apply a discount of 15-20% depending on the time, i.e an additional discount of 510% compared to the current discount policy For example, for a group of 2050 people, there will be a 15% reduction, over 50-100 people will be reduced by 17%, per 100 people will be reduced by 20% compared to the official price Besides, if customers go in large quantities and customers register rooms for conferences and seminars, they should free rooms for traders Time-based discount price policy: Hotel should apply flexible price policies such as discounts on additional products and services for long-term room tenants for long-term travelers (12% discount from 10 days or more, 15% discount from 15 days or more with 20% discount with stay of months or more) instead of the current 10% discount policy In addition, when guests need to use an additional product and service many times (2% discount for the third use 100% or more, 5% for the fifth use 100% er) With such a price policy will stimulate the psychology of visitors to use the product more times, especially additional services to bring more revenue to the business Seasonal discount price policy: For the off-season time, usually from the beginning of July until the end of October, the hotel can offer promotions, room discounts of 20-30%, i.e an 55 additional discount of 10-20% compared to the discount of 10% to attract tourists Although that reduction will affect revenue, in return will increase the capacity of the room to increase during the fruit season Promotional price policy: For the off- season time from September to October, the resort can offer promotions and still apply the current 50% discount policy In addition to such discounts, the resort can discount additional services such as Spa services, entertainment and entertainment, beach services with a reduction of 5-10% With such a price policy will contribute to maintaining the number of visitors and revenue for the resort in the low season - Price policy for product packages: At the hotel, there is no package exclusively for tourists However, in response to the design policy on the package as outlined above, it will be associated with the appropriate price policy: The hotel will combine its current products and services such as accommodation services, dining services, additional services, etc and some other services However, instead of the above 10% price, the hotel will apply an additional discount of 10-20% on all services, and can be accompanied by a spa, massage or a tour of Da Nang city Depending on the time and number of guests, the hotel will apply flexibly and effectively the above policies, can apply a price policy or can combine several policies at the same time to achieve high efficiency, attracting tourists to Capella hotel more and more 56 CHAPTER : CONCLUTION AND SUGGESTIONS 6.1 Suggestions - Suggestions for the Capella Hotel In my opinion, Capella Hotel is an ideal place to work I really like the working style and the people here With the enthusiastic help of the manager and all staff of Capella Hotel, I have completed my internship However, during that internship, I realized that the hotel should pay attention to the following points: Firstly, although it is a – star hotel, the number of tourists coming here is not much, I think the hotel needs to expand the market, continuously promote marketing and advertising activities to attract tourists to the resort Secondly, it is necessary to expand the utility services at the hotel such as swimming pools or promotional services to attract more domestic visitors due to the shortage of foreign visitors because of the impact of the covid-19 epidemic Finally, I think there should be a reward fee for internships like I am in the resort, because we work hard as a full-time employee but have nothing to encourage the spirit, to get motivated force us to work better -Suggestions for Duy Tan University and English Department In my opinion, the English Department of Duy Tan University has done a lot to guide the students throughout their learning journey, as well as their internship However, tourism or professional subjects need to be added to the curriculum to help students better understand the hospitality and tourism industry, which will help students not be surprised when going to practice and have professional knowledge for the job later I hope that the Faculty can exchange and cooperate with more companies and businesses related to 57 English for tourism; therefore, students may have many opportunities to choose internships On the other hand, the faculty should extend the internship period so that students have more time to practice and have more practical work experience 6.1 Conclusion In today's fiercely competitive trend of the tourism market, to attract and retain customers is not a simple thing but a whole art, a process of research, effort and effort of everyone in the tourism business From the original design idea of architectural space to the modernity of investment facilities, the style of human service must be focused to be strong enough to compete and stand firm in the market In the past year, Capella Hotel has made no effort in researching the market and introduced policies to attract visitors to the resort, initially affirming its brand and prestige in the region However, some products and services of the resort have not met the needs of high-income tourists Therefore, in its next step, the hotel needs to try harder in attracting visitors, promoting its existing strengths, ensuring its position in the Da Nang tourism market and being a reliable and prestigious destination for visitors whenever they have the opportunity to visit here Through my internship at Capella Hotel, I have learned a lot about practical knowledge Based on the analysis of the fluctuations in the source of visitors and the results of the resort's business activities, I realized that international tourists are a huge source of profit However, the work of attracting this audience has not achieved significant efficiency, not fully exploited the resources of the resort With the topic "AN INVESTIGATION INTO THE REAL SITUATIONS AND SOME SOLUTIONS TO ATTRACTING TOURISTS TO CAPELLA 58 HOTEL DA NANG CITY " I look forward to contributing some of my thoughts and understandings in the process of implementing the topic It is hoped that in the coming time, the hotel will business more effectively, improve its prestige and position in the tourism market Although many comments have been received for the work from teachers, due to the limitations of time and limitations on knowledge and practical experience, there are still many errors, many of the contents in the topic are also commented based on the subjective feelings of the individual I look forward to the comments of all teachers in the Department of Foreign Languages to make the topic more complete I would like to sincerely thank supervisor Tran Thi Tho for your dedication to guiding and helping me in the process of my work, thank you to all of you in Capella Hotel for helping me so much that I can complete this thesing well I sincerely thank you! 59 REFERENCES BOOKS [1] Nguyễn Thanh Chương (Tái 2020), Sách giải thích Thuật Ngữ Du lịch Khách Sạn [2] Vũ Thị Hoa, Nguyễn Vũ Hà (2008), Giáo trình lý thuyết Nghiệp Vụ Nhà Hàng, trường Du lịch Hà Nội • UNWTO Definition from Understanding Tourism: Basic Glossary: Tourism Industries • Boorstin, D (1964): The Image: A guide to pseudo-events in America New York: Harper WEBSITE [3]https://www.igi-global.com/chapter/a-business-model-for-accessible-tourism/ [4] https://www.igi-global.com/chapter/semantic-web-tourism [5] http://dichvuvietbaocao.com/phan-biet-khach-du-lich-noi-dia-va-khach- du-lich-quoc-te-dac-diem-khach-du-lich-noi-dia APPENDIX QUESTIONNAIRE This is my questionare to serve the project, it will not be disclosed to any agencies or organizations How many times have you been in Capella Hotel? You know Capella Hotel thanks to: -Newspaper and magazine -Relatives, friends -Guide book -Travelling agencies -Internet - Other :… How you feel about the services at the hotel? - Good - Normal - Bad During your stay at the hotel, what made you most satisfied? What makes you unsatisfied about the hotel? Do you have any suggestions for the service at the Capella hotel? ………………………………………………………………………………… According to you, how is the service staff’s attitude ? - Friendly, caring for customers - Acceptable - Unprofessional Are you satified with the facilities at the Capella Hotel ? - Very - Fairly - Hardly Do you think you will return to Capella Hotel in the future? Yes No 10 What was your impression or favorite thing about Capella Hotel? THANKS YOU VERY MUCH ! SUPERVISOR’S COMMENTS ... potential tourist attraction Therefore, with the comments of the instructor, I decided to choose the topic " An Investigation into the Real Situations and Solutions to Attracting Tourists to Capella Hotel. .. info@capelladananghotel.com Website : www.capelladananghotel.com Company : Công Ty TNHH & DV Thái Thư 27 Located at 10-12 Phan Ton, Ngu Hanh Son district, Da Nang City The hotel is close to My... number of tourists thereby providing tourism products to satisfy the needs that guests want 38 CHAPTER : ANALYSIS AND EVALUATION 4.1 Analysis of tourists coming to Da Nang city and the Capella Hotel