Organization Chart of Spa Service
Rationale
Tourism has become a vital component of the economy in many countries, including Vietnam, significantly contributing to government revenue and generating numerous job opportunities This sector also supports various ancillary services such as restaurants, accommodations, entertainment, and spas, enhancing the overall travel experience.
The beauty spa business is experiencing significant growth, driven by the rising demand for health and wellness services, particularly among women Guests can enjoy relaxing spa experiences without needing to travel far, fitting these indulgent sessions into their schedules in just 1-2 hours This not only enhances the value of hotel accommodation packages but also generates substantial revenue for hotels By utilizing existing facilities to create spa spaces, hotels can optimize resources and minimize waste Additionally, spas can be effectively integrated into promotional offers, making them appealing to guests during both peak and off-peak tourist seasons.
Muong Thanh Luxury Song Han Hotel, part of the esteemed Muong Thanh Hotel Group, is a premier accommodation in the coastal city of Danang Ideally situated at 115 Nguyen Van Linh, it is just 1.5 km from Danang International Airport and 4 km from the stunning My Khe Beach Guests enjoy easy access to the vibrant city center and popular attractions, including the picturesque Han River and beautiful My Khe Beach The hotel also boasts a high-quality spa, enhancing the overall luxurious experience for visitors.
An investigation into the current state of spa services at Muong Thanh Luxury Song Han Hotel aims to identify effective strategies for enhancing service quality By analyzing existing challenges, the study seeks to propose actionable solutions that will foster the growth and development of spa offerings within the hotel.
Aims and Objectives
This study examines the current state of leisure travelers at Muong Thanh Luxury Song Han Hotel, with a particular focus on the spa services offered It analyzes the quality of these spa services and summarizes customer feedback regarding their experiences By identifying existing issues, the research aims to provide recommendations for enhancing the overall quality of the spa service.
This article aims to analyze the service quality of the Spa at Muong Thanh Luxury Song Han Hotel, identifying its strengths, weaknesses, opportunities, and threats Additionally, it will propose solutions to address the identified weaknesses, enhancing the overall guest experience.
Scope of the Study
This study examines the performance of staff at the Spa Service, guest attitudes toward the service, and guest attendance trends from 2017 to 2019 at Muong Thanh Luxury Song Han Hotel The goal is to identify strategies to meet guest needs and propose solutions to enhance the quality of Spa Service.
Method of the study
In this study, I employed several methods to enhance my research on the spa services at Muong Thanh Luxury Song Han Hotel Initially, I conducted direct observations of the hotel's activities, services, and work processes Additionally, I gathered data from various sources, including hotel resources, books, websites, and previous research Lastly, I utilized analytical methods to assess the current state of the spa services offered at the hotel.
Organization of the study
The case study consists of five chapters:
Part A is the introduction of the graduation paper including Rationale,
Aims and Objectives, Scope of The Study, Method of The Study and Study’s Organization.
Chapter I is the Theoretical Background about Hotel Business and The
Spa Service in Hotel Business
Chapter II is Case Description describing the overview of Muong
Thanh Luxury Song Han Hotel Spa Service and organizational framework at this hotel
Chapter III includes the real situation of the service quality of the spa service with the Analysis and Evaluation.
Part C is the suggestions for improving the service quality of the Spa service at Muong Thanh Luxury Song Han Hotel and the conclusion
THEORETICAL BACKGROUND
Hotel
There have many ways to define “Hotel”:
According to the book “Welcome to Hospitality” published in
In 1995, a US author group defined a hotel as an establishment where guests can rent a bedroom for overnight stays, requiring each room to include at least two small spaces: a bedroom and a bathroom Essential amenities must consist of a bed, telephone, and television Beyond basic accommodations, hotels often provide additional services such as luggage transport, business centers equipped with photocopying facilities, restaurants, bars, and various entertainment options Hotels are typically located near commercial areas, resorts, or airports.
According to the "Hotel Business Management Curriculum" by the Department of Tourism at the National Economics University, a hotel is defined as an establishment that offers accommodation services along with comprehensive facilities, catering, entertainment, and other essential services for overnight guests, specifically located in tourism destinations.
In Vietnam, according to Circular No 01/202 / TT - TCDL of April
According to the General Department of Tourism's guidelines issued on July 27, 2001, in alignment with the Government's Decree No 39/2000/ND-CP, a hotel is defined as an independent structure that must have at least 10 bedrooms It is essential for hotels to ensure quality in their facilities, equipment, and necessary services to meet tourism standards.
Hotels are categorized by various factors such as size, function, location, and cost, each attracting specific customer groups This classification enables hotel managers to tailor their services and operational processes to meet the unique needs of their clientele Common types of hotels include various classifications based on these criteria.
Commercial hotels are primarily located in major cities and commercial hubs, catering mainly to business travelers However, they have increasingly become popular among tourists as well, often accommodating guests for short stays.
Resort hotels, often situated in picturesque locations such as mountains or islands, offer a range of recreational facilities including golf, tennis, sailing, skiing, and swimming These establishments are designed to create enjoyable and memorable experiences for guests, fostering a desire for repeat visits.
Casino Hotels: Hotels with gambling facilities are called Casino Hotels.
Although the food and beverage operations in the casino are luxurious their functions are secondary to and supportive of casino operations.
Business hotels represent the largest category of accommodations, specifically designed to meet the needs of business travelers and typically situated in downtown or commercial areas While their primary focus is on business clientele, these hotels also appeal to tour groups, individual tourists, and small conference attendees Amenities often offered at business hotels include complimentary newspapers, morning coffee, free local phone calls, and breakfast options.
The hospitality industry offers a diverse range of products, which can be categorized into two primary types: goods products and services products These two categories form the foundation of the hospitality business, highlighting the essential offerings available to consumers.
Goods products in hotels refer to tangible items offered to guests, including food, beverages, and souvenirs These are products that guests can see, touch, and experience firsthand Once guests make a payment, they can take ownership of these items, enhancing their overall stay.
Services differ from tangible goods as they are intangible offerings, including accommodation, entertainment, and food services These service products encompass two categories: primary services and supplementary services.
Main service products are essential offerings that cater to basic human needs, primarily encompassing accommodation and food services These core service products represent the comprehensive packages that hotels provide to their guests, ensuring a comfortable and satisfying stay.
Hotels often offer a variety of additional services, including laundry, telephone, Wi-Fi, spa, and gym facilities These amenities are designed to enhance the guest experience by catering to their needs during their stay.
Hotel Business
The hotel industry focuses on offering accommodations, dining, and various services to satisfy guests' needs for hospitality and entertainment at tourism destinations, ultimately generating benefits for hotels.
Hotel business demands a large amount of workforce:
Five-star hotel: Average 1.46 employees/ room
Four-star hotel: Average 1.37 employees/ room
Three-star hotel: Average 1.27 employees/ room
Two-star hotel: Average 0.86 employees/ room
One-star hotel: Average 0.59 employees/ room
-Hotel business depends on geographical location:
The geographical location of a hotel plays a crucial role in its business success, particularly when it is situated near abundant tourism resources These resources not only attract tourists but also serve as the primary objective for hotel operations Without tourism resources, there can be no tourists, highlighting their significant impact on hotel business activities Therefore, hotels located in areas rich in tourism resources can effectively leverage these assets to enhance their profitability and attract more visitors.
-Hotel business depends on products:
A tourism product encompasses a blend of goods and services designed to enhance the visitor experience By providing high-quality offerings, businesses can ensure that tourists have memorable experiences Customer satisfaction plays a crucial role in the hospitality industry, making it essential for hotels to focus on delivering exceptional service.
The Spa Service in the Hotel Business
Spa is the abbreviation for Latin: "Salus Per Aquam" meaning water treatments or better health thanks to water.
A spa is a destination that utilizes mineral-rich spring water, and occasionally seawater, for therapeutic baths Spa towns and resorts, including hot springs resorts, provide a range of health treatments, commonly referred to as balneotherapy.
According to the World Spa Association, a spa is dedicated to enhancing overall well-being by offering a range of professional services that promote the renewal of the mind, body, and spirit.
1.3.2 The Needs for Spa Service
In recent years, the spa industry has rapidly grown, driven by the increasing demand for health and beauty services, particularly among women Hotels and businesses are investing in spa services to cater to this demand, turning them into a significant revenue source and enhancing their overall business appeal.
The hotel enhances its service quality by offering essential spa treatments, which are among the most popular options for guests during their stay.
Experience the soothing benefits of our spa massage service, designed to alleviate pain and relieve muscle tension after a long day of hard work Our skilled massage experts utilize essential oils to enhance relaxation and comfort, ensuring a rejuvenating experience for every guest.
In addition to traditional massage techniques, many hotels now provide unique options such as fish foot massages and prenatal massages These innovative services have become popular among tourists, enhancing their overall experience during their stay.
Experience the rejuvenating benefits of our Sauna Spa service, designed to relax muscles and relieve stress through effective detoxification via sweating Suitable for all ages, our spacious facility serves as a perfect gathering spot for friends and families to unwind together Complemented by essential oils, our sauna service enhances mental relaxation, making it an ideal choice for those seeking a holistic spa experience.
Skin care spa services are increasingly popular among women seeking relaxation in a short amount of time Given that facial skin is sensitive and susceptible to external factors, proper facial care is a top priority for many during their relaxation sessions While this service can be profitable, hotels must invest in advanced equipment and hire professional staff to ensure guests receive the utmost comfort and satisfaction.
Waxing is a premier service at the spa, empowering women to feel confident in dresses and comfortable during outings Services include mustache and facial hair removal, as well as armpit and hand-foot hair removal Many spas also offer advanced hair removal options like laser and IPL treatments, with some providing a lifetime warranty for permanent hair removal.
Slimming services at hotel resorts are essential for female customers focused on enhancing their physique and appearance These services typically include targeted treatments for belly, thigh, and arm fat, offered in single sessions or packages of up to ten sessions Many upscale spas utilize advanced technologies like Cavitation and RF, which effectively reduce fat while ensuring the health and well-being of clients are not compromised.
White bath services at our spa cater to the desire for bright, smooth skin, a common aspiration among Asian women We offer a variety of techniques, including herbal treatments, pearl rice bran essence, premium barley, synthetic vitamin essences, and advanced Nano White technology Our comprehensive bathing experience also includes full-body exfoliation using rice bran and cereals, Japanese sea salt, and nourishing treatments with black sesame, oatmeal, and colostrum to enhance skin brightness and health.
CASE DESCRIPTION
An Overview of Muong Thanh Luxury Song Han Hotel
115 Nguyen Van Linh, Hai Chau District, City Danang
Email: info@songhan.muongthanh.vn
Website: http://luxurysonghan.muongthanh.com/
Muong Thanh Luxury Song Han Hotel is a premier 5-star accommodation in Danang, located at 115 Nguyen Van Linh, just 1.5 km from attractions like the scenic Han River and My Khe Beach This 23-story hotel features 201 elegantly furnished rooms equipped with modern amenities, including a conference room for up to 500 guests, a swimming pool, a club, karaoke facilities, a gym, and a spa With its unique design emphasizing open spaces and glass walls in every room, guests can enjoy stunning panoramic views of Da Nang City, making it an ideal choice for both business and leisure travelers.
This diagrambelow shows the organizational structure of the hotel
Banquet Sales Executive OTA Sales Executive
TA Sales Executive Reservation Staff
Receptionist Guest Relation officer Hostess
Commis Kitchen Attendant Stewarding Attendant Canteen Cook Coordinator
Waiter, Waitress, Hostess, Bartender, Coordinator
2.1.3 Functions and Tasks of each Position
The chart illustrates the various departments that form the comprehensive structure of Muong Thanh luxury hotel Each department plays a vital role in fulfilling the hotel's mission, contributing to its overall success and guest satisfaction.
The Director oversees all hotel operations, focusing on delivering exceptional service to guests while optimizing revenue and profitability.
The General Manager holds the highest position in a hotel, second only to the director, and is responsible for overseeing all aspects of the hotel's operations and managing various departments.
The Deputy General Manager oversees and coordinates business activities, marketing strategies, budgets, training, and target programs to optimize customer satisfaction, boost revenue, and enhance overall business performance within the Sales department.
The Deputy General Manager oversees and coordinates business activities, marketing strategies, budgets, training initiatives, and target programs within the F&B department Their primary goal is to enhance customer satisfaction, boost revenue, and achieve high business performance.
Muong Thanh Luxury Song Han Hotel boasts 23 floors and 201 rooms, featuring five distinct types: Superior, Deluxe, Premier Deluxe, Grand Suite, and President Suite Guests can enjoy high-end amenities designed for maximum comfort and satisfaction The hotel provides a range of recreational facilities, including air-conditioning, a desk, a safety box, a mini-bar, a phone, a wardrobe, a flat-screen television with cable, free Wi-Fi, a kettle with tea and coffee, complimentary bottled water, a hairdryer, and free fruits in the room.
-The hotel has a variety of room types include:
Superior rooms have an area of 45 square meters, with view over the city with two single beds and fully equipped with modern amenities.
Deluxe rooms have space with one double bed or two single beds, with a view over the city and river and fully equipped with modern amenities.
Premier Deluxe rooms have spacious with one double bed or two single beds, with a large view over city and river and fully equipped with modern amenities.
Experience luxury in our Grand Suite rooms, featuring spacious accommodations with a large double bed, a mini bar, a dining table, and a work desk Enjoy stunning views of the city and river while indulging in modern amenities that ensure a comfortable stay.
The President Suite offers an expansive area of approximately 215 square meters, featuring stunning river views This luxurious accommodation includes two bedrooms with double beds, a spacious living room, a dining area, a meeting room, and a well-equipped workspace, all complemented by modern amenities for a comfortable stay.
- - All rooms in the hotel are fully equipped with modern facilities and amenities and it will be described by the table below
13 Mineral water, tea and coffee ✓ ✓ ✓ ✓ ✓
The table outlines the essential equipment commonly found in hotel rooms Generally, all standard rooms are well-equipped, while luxury accommodations like the Premier Deluxe, Grand Suite, and President Suite offer tailored services and amenities specific to their room types.
Situated on the 22nd floor, our four conference rooms, varying in size and equipped with cutting-edge audio-visual technology, can accommodate between 25 and 400 attendees With a professional staff on hand, we are dedicated to helping you host the ideal seminar, conference, press event, wedding, or product launch.
Lotus room: is spacious with 400 square meters and have a maximum capacity of 400 guests
Orchid room: is spacious with 200 square meters and have a maximum capacity of 200 guests
Rose room: is spacious with 70 square meters and have a maximum capacity of 35 guests
Daisy room (VIP): is spacious with 40 square meters and have a maximum capacity of 25 guests
Lily room (VIP): is spacious with 40 square meters and have a maximum capacity of 25 guests
Experience ultimate relaxation at our Spa & Massage on the 5th floor, featuring spacious luxury interiors and modern equipment Enjoy rejuvenating treatments in our steam room with dry herbal steam and indulge in separate hydraulic massage facilities Our dedicated team of professional technicians is committed to providing enthusiastic and attentive service for your complete wellness experience.
Experience unparalleled beauty treatments at our salon, offering a diverse range of services such as hairdressing, nail care, pedicures, and facials Our exclusive use of premium French oils and cosmetics sets us apart, ensuring each treatment is truly unique.
Experience ultimate relaxation at our hotel's 5th-floor Pool & Gym, featuring a 100m² swimming pool surrounded by an open space serving tropical snacks and refreshing juices Immerse yourself in the serene blue waters while enjoying stunning views of Da Nang's sky, allowing you to escape the stresses of daily life Our gym is equipped with convenient fitness equipment, providing a perfect environment for relaxation and bodybuilding amidst the refreshing sea breeze Open daily from 6:00 AM to 8:00 PM, it's the ideal place to rejuvenate your body and mind.
Karaoke, situated on the 4th floor, offers a cozy space for up to 20 guests, perfect for intimate gatherings and celebrations With light banquet service and birthday decorations available, it creates an ideal atmosphere for memorable parties with friends Operating hours extend from 7:00 PM until the last guest departs.
Casino club: the premier prize-winning electronic game center in
Spa Services at Muong Thanh Luxury Song Han
2.2.1 Spa Service’s Staff and Organization
Spa Technical Department Leader Technician s
Chart 2: Organization Chart of Spa Service
2.2.2 Functions and Tasksof each Department
Spa Management is the top role within the spa division, tasked with overseeing and directing all operations This position ensures that the spa functions efficiently, consistently meeting established standards and objectives.
The Office Administrative Department is crucial for acquiring customers, facilitating product transactions, overseeing service expenditures, nurturing customer relationships, and managing staff This department is organized into two key divisions: the administrative division and the reception division.
The Technical Manager oversees the spa's hygiene standards, manages staff and technicians, ensures the quality of products and services, and provides feedback to the manager.
Housekeeper Department: This department is responsible for cleaning the spa area, ensuring the storage of the warehouse in a safe condition
The Spa Technical Department plays a crucial role in customer interaction, delivering therapeutic services while adhering to spa service standards Staff members are dedicated to addressing customer inquiries, gathering valuable feedback during treatments, and promoting various spa products and services to enhance the overall experience.
2.2.3 Serving process of the Spa Service at Muong Thanh Luxury Song Han.
At Muong Thanh Luxury Song Han, guests can easily make reservations for hotel or spa services through the reception, phone, email, or website Upon receiving a booking, the receptionist provides detailed information about available services and inquires about the guest's previous experiences with the spa or hotel Staff members gather preferences regarding gender and health conditions before quoting the spa service price Once the guest agrees, the staff collects necessary details such as room number, arrival date, guest name, and the reserved service Payment is made at the front desk upon checkout, and staff confirms all details by reviewing the information with the guest Finally, a reservation is created in the system, and a confirmation letter is sent to the guest.
Upon arrival at the hotel, the reception staff will verify the guest's reservation If a booking is confirmed, they will prepare the designated room or space For guests without a prior reservation, the staff will assist in registering the service Once the reservation is confirmed, the receptionist will coordinate the service and dispatch staff to attend to the guest's needs After the guest has completed their stay, the process concludes with a smooth check-out.
2.2.4 Spa Products at Muong Thanh Luxury Song Han Hotel
Experience the unique Four Hands Massage, where two skilled technicians work in perfect harmony to deliver a synchronized treatment for one client This therapy combines rhythmic movements and acupressure techniques, enhanced by the soothing aroma of special attar, to provide unparalleled comfort and relaxation The benefits of this massage include stress reduction, improved blood circulation, lymphatic stimulation, and an overall revitalized state After your session, you'll feel energized and prepared to tackle new challenges.
Thai massage is a traditional healing practice from Thailand that integrates yoga-inspired movements and acupuncture techniques rooted in traditional Chinese medicine This unique massage method targets key pressure points on the body through various techniques such as pressing, stretching, and folding, promoting improved blood circulation and lymphatic flow.
Thai massage effectively alleviates congestion in the body's meridians, promoting improved circulation and reducing stress and fatigue This therapeutic practice helps rebalance the body and enhances overall resistance, contributing to better physical and mental well-being.
Experience the rejuvenating benefits of our traditional Thai foot massage, designed to enhance your overall well-being By rhythmically pressing and stretching, we stimulate energy flow and improve blood and lymph circulation Our skilled therapists focus on reflex points in the feet and calves, helping to alleviate fatigue and promote relaxation This soothing service not only encourages deep, restful sleep but also empowers you to face life's challenges with renewed vigor.
Body Therapy Massage is a traditional therapy that integrates eight techniques: reflexology, punching, skin rolling, rubbing, pinching, pulling, and pushing These methods work together to create micro-wave vibrations through temperature differences, energizing the body and alleviating fatigue The skilled application of these techniques promotes relaxation, reduces aches and pains, and revitalizes the legs and body Additionally, the use of hot stones at specific temperatures generates subtle frequencies that stimulate acupuncture points, enhancing feelings of euphoria and comfort.
Shiatsu massage therapy utilizes fingers, thumbs, and palms to apply targeted pressure on various body areas, promoting healing and correcting imbalances This technique enhances energy flow and alleviates discord within the body, offering profound relaxation while effectively reducing stress and treating pain and illness Ultimately, Shiatsu contributes significantly to overall health and wellbeing.
ANALYSIS AND EVALUATION
The Real Situation of Guest’s Arrival at Muong Thanh Luxury
Muong Thanh Luxury Song Han Hotel, situated in the heart of Danang city just 1.5 km from Danang International Airport, offers easy access to popular tourist attractions Known for its excellent service, prime location, and competitive pricing, it is a preferred choice for airlines like Vietnam Airlines and Vietjet, providing a comfortable resting place for travelers The hotel primarily caters to guests from Korea, Japan, and China, yet its reliance on airline traffic and casino patrons limits its ability to attract independent guests.
Table 2: Structure of guests by the nationality of Muong Thanh Luxury
The table above shows the number of guests coming to Muong Thanh Luxury Song Han hotel has increased slightly over the past three years In
2017, the number of guests in this years was just more than 3,000 mostly is
Chinese with 1,532 guests But the number of guests increased significantly from 8,267 to 12,845 in the two years 2018 – 2019 with most of the visitors are from Korea and China.
The Real Situation of Spa Service at Muong Thanh Luxury Song
In 2019, the hotel welcomed over 12,000 customers; however, the utilization of the Spa service was low, resulting in limited revenue from this offering.
3.2.1 The Number of Guests Using the Spa Services at Muong Thanh Luxury Song Han Hotel in 2017 – 2019
Table 3: The Number of Guests Using the Hotel Services at Muong Thanh
Luxury Song Han Hotel in 2017 – 2019
The table illustrates the utilization of spa services by hotel guests from 2017 to 2019 It reveals that the percentage of guests using food services remained stable over the three years In contrast, casino usage saw a significant increase from 45.78% to 69.96%, although it experienced a slight decline by 2019 However, the rate of guests utilizing spa services was notably low, dropping sharply from 4.82% to 2.02% over the same period.
3.2.2 The Number of Guests by The Characteristics of Muong Thanh Luxury Song Han Hotel in 2017 – 2019
Table 4 Structure of guests by the characteristics of MTLSH hotel in three years
The data reveals the guest demographics at MTLSH hotel over three years, highlighting that spa services are predominantly utilized by Koreans, with 499 guests, followed by 147 Chinese guests Japanese and other nationalities represent a minimal percentage, ranging from 0.31% to 0.46%, while there are no Vietnamese guests taking advantage of these services The majority of guests fall within the age groups of 30-45 and over 45 years old Overall, the hotel accommodates approximately 443 male guests and 206 female guests.
3.2.3 The Service Quality of the Spa Services from 2017-2019
Table 5 Customers’ evaluation about Quality of the Spa Service from
Table 3.2.3 shows how guests felt towards the quality of the spa service at MTLSH Hotel In general, 158 guests were “satisfied” and 25 were
In 2017, only 1.08% of guests expressed dissatisfaction with the service, but by 2018, this number decreased to just one guest Over three years, the percentage of guests rating their experience as "normal" rose significantly from 25 to 56, while the "satisfied" rate declined from 85.4% to 77.22% These trends indicate a lack of innovation and improvement in the spa services offered.
Guest’s Feedback
To know more about the quality of the service, I surveyed 100 guests
The decoration in Spa is very beautiful 0 7 21 56 16
The Spa area is clean and tidy 0 0 14 27 59
Staff’s attitude is very friendly 0 0 24 37 39
Communication and reaction skills are good
Staff’s level of foreign languages is good 8 14 62 16 0
Services Always take care of guests 0 0 28 59 13
Always respond timely to all guests’ demand
Know how to solve customers’ complaints
3.3.1 Feedback of customers about facilities at Spa
The Spa facilities play a crucial role in the overall guest satisfaction at the hotel While over 50 guests reported feeling satisfied, 27 expressed dissatisfaction with the services and facilities, indicating that improvements are needed Specifically, two guests were very dissatisfied, and nine others were dissatisfied with the Spa arrangements Conversely, many guests appreciated the Spa's ambiance, with 59 guests feeling very satisfied and no reports of dissatisfaction regarding its cleanliness and tidiness.
3.3.2 Feedback of customers about the staff.
The staff uniform at the Spa failed to impress guests, leading to dissatisfaction among seven of them However, the overall attitude of the staff received positive feedback, with most guests expressing satisfaction in this regard.
Guests appreciate a friendly and approachable staff, yet many feel that the staff's skills, particularly in foreign languages, are lacking Over half of the guests rated the professionalism of the staff as insufficient, highlighting the need for the hotel to enhance training in language proficiency.
3.3.3 Feedback of customers about services
The investigation revealed that the majority of guests at the hotel and spa expressed high satisfaction with the services provided, with over 70 percent reporting positive experiences with staff attentiveness Additionally, customers appreciated the accuracy of their bills, as they were charged only for the services and products they consumed, contributing to their overall contentment during their stay.
General evaluation of the strengths and weaknesses of the Spa
MTLSH Hotel offers five-star service in a prime location in the heart of Da Nang city, surrounded by bustling tourist activity Its strategic position allows guests easy access to popular attractions such as Ngu Hanh Son, My Khe Beach, and the Han River, as well as convenient travel to the airport This advantageous location is a key factor in attracting numerous visitors to MTLSH Hotel.
The hotel's prime location attracts a diverse clientele, primarily consisting of flight attendants, pilots, and tourists from Korea and China Additionally, the presence of a casino enhances its appeal, making it a favored destination for visitors seeking entertainment and relaxation.
The hotel's spa services have struggled to attract guests primarily due to the tourist-focused clientele, who often participate in tours and are not inclined to utilize hotel amenities Additionally, the aging facilities require significant upgrades and renovations to meet current standards The rising popularity of spa services has led to increased staff turnover, resulting in inexperienced employees who need extensive training, which disrupts operations Furthermore, the staff's limited foreign language skills hinder effective communication, as most guests are Asian tourists from countries like China and Korea, where English is not commonly spoken.
The variety of spa services is crucial for attracting guests, yet many offerings remain monotonous and similar across the industry This lack of diversity in spa products diminishes competitiveness and fails to entice tourists, highlighting the need for innovative services to enhance appeal.
PART C: SOME SOLUTIONS AND SUGGESTIONS
Summary of the findings
I have completed my graduation paper titled “An Investigation into the Current State and Solutions for Enhancing Spa Services at MTLSH Hotel,” which examines the existing spa service situation at the hotel and proposes improvements.
There are 3 parts in my investigation including Part A, Part B and Part C.
This article is structured into three main parts Part A introduces my graduation and the rationale behind selecting this topic Part B comprises three chapters: Chapter 1 covers the theoretical background of the hotel business and spa services; Chapter 2 provides an overview of the Muong Thanh Luxury Song Han Hotel's spa services and its organizational framework; and Chapter 3 analyzes and evaluates the current service quality of the spa Finally, Part C offers suggestions for enhancing the spa service quality at Muong Thanh Luxury Song Han Hotel, concluding with the hope that these insights will help attract more guests and foster future development Despite the limitations in time and my professional experience, this paper aims to contribute valuable findings to the industry.
I hope I can receive additional ideas from my supervisor, teachers, and readers to help me complete this investigation
During my training at the Muong Thanh Luxury Song Han hotel, I observed that the spa service has yet to become a significant revenue generator for the hotel Despite the hotel's strengths and dedicated staff, it is still working towards becoming a sought-after destination in Danang City Unfortunately, the spa's appeal to tourists remains limited, with its clientele primarily reliant on Casino guests, indicating a need for innovative strategies to attract more outside visitors.
Some Suggestions for Improving The Quality of The Spa Service 38
From the weak points that I analyzed and evaluated in chapter 3, I wanna give some suggestions to improve the Spa Service for attracting more guests using the service.
MTLSH, a prestigious 5-star hotel, prides itself on using only the highest quality products for its services, which contributes to its premium pricing As a result, the hotel primarily attracts high-income clientele To broaden its customer base, it is essential to implement various incentives for services, such as installment promotions, special offers during major holidays, and engaging pricing events that appeal to a wider audience.
In addition to the pricing structure strategy, spas should apply flexible promotional policies depending on specific conditions:
To enhance business efficiency, spas should implement a seasonal pricing strategy that reflects visitor trends During the winter months, when visitor numbers decline, it is beneficial to raise service prices in the peak season Conversely, lowering prices during the off-peak season can attract more customers and extend the overall business season.
Developing separate customer attraction policies for hotel guests and outside customers
During the low season, implementing an effective exploitation strategy for the spa can generate substantial revenue for the hotel, primarily attracting local residents It is important to note that there are distinct differences between the preferences and needs of hotel guests and those of external visitors.
For guests staying, you can give them free use of a spa service or encourage them to use the spa service will be discounted room rates.
To attract outside guests to your hotel spa without requiring room rentals, consider offering enticing promotions and incentives, such as discounts on spa services For instance, provide a special offer where guests receive a 10-20% discount on their total bill when they book multiple treatments, like a facial combined with a massage or sauna session Satisfied guests are more likely to return to your spa, enhancing their overall experience at your hotel.
Technical facilities play a crucial role in enhancing business efficiency and serve as the first visible aspect of service for customers While most spa facilities meet guest expectations, regular renovations and upgrades are essential for maintaining consistency and providing optimal service To create a positive experience, spas should focus on the aesthetic appeal and arrangement of their equipment Although structural changes may be challenging, updating decor allows hotels to showcase their uniqueness and individuality.
To enhance service quality, hotels should implement structured training programs for staff on a weekly or monthly basis, inviting industry experts in communication and customer care to share valuable insights Continuous recruitment and vocational training are essential, particularly in improving staff language skills for better guest interaction Additionally, actively listening to and incorporating guest feedback is crucial for timely service improvements.
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