INTRODUCTION
Rationale
Tourism has emerged as a crucial smoke-free economic sector globally, particularly in Vietnam, where it meets the growing spiritual needs of people The integration of the global economy has significantly increased the influx of commercial visitors to Vietnam, driving the robust development of the tourism industry This growth necessitates that countries and businesses prioritize high-quality services to cater to the rising demand from customers The hotel industry, as a vital component of tourism, plays a significant role in the national economy.
Da Nang, a coastal city with a prime geographical location, is emerging as a competitive tourism destination, rivaling renowned domestic and international tourist hubs To meet the demands of the tourism sector and enhance customer experience, a multitude of restaurants and hotels have rapidly expanded, significantly improving both service quality and infrastructure.
A varied array of hotels and restaurants caters to guests across different spending levels, yet not all establishments effectively meet customer needs, impacting overall satisfaction The guest service process in hotels is complex and significantly influences product quality As the reception department serves as a crucial link between the hotel and its customers, enhancing the quality of service in this area is essential In an increasingly competitive hotel industry, businesses must implement strategies to improve their reception services to attract and retain guests.
The Muong Thanh Luxury Song Han Da Nang Hotel, a prominent 5-star establishment within the Muong Thanh Group—the largest private hotel chain in Indochina—has significantly influenced the competitive landscape of Da Nang city Despite being operational for just over a year, the hotel has established its reputation, evidenced by a growing influx of visitors A key factor in this success is the hotel's reception team, whose exceptional service has left a lasting impression on guests, showcasing the hospitality of Vietnam The role of a hotel receptionist goes beyond basic duties; it involves enhancing communication skills, improving professional qualifications, and ultimately contributing to the hotel's overall success.
In 2019, the hotel experienced significant success and revenue growth; however, the onset of the COVID-19 pandemic led to substantial losses for the hotel industry This crisis not only impacted financial performance but also adversely affected the service processes and quality within the hotel's reception department.
In light of the critical need to enhance service quality in hotel receptions, I have chosen to explore the topic: “An Investigation into the Current State of the Reception Department and Strategies for Improving Service Quality at Muong Thanh Luxury Song Han Da Nang Hotel.”
Aims and Objectives
This thesis investigates the current operations of the reception department at the Muong Thanh Luxury Song Han Da Nang Hotel, with the objective of proposing solutions to enhance service quality in this area.
- Research systematize theoretical and practical issues about the hotel reception department
- Understand the functions, duties and importance of the reception department at the hotel
- Investigate in detail the whole process and the service quality of the receptionist at Muong Thanh Luxury Song Han Da Nang Hotel
- Figure out the strengths and the weaknesses in the procedures of the service quality of the reception department at the hotel
- Suggest some solutions to improving the service quality of the reception department at Muong Thanh Luxury Song Han Da Nang Hotel
Scope of the study
- Subject of the study: This study focuses on improving the process and service quality of reception department at Muong Thanh Luxury Song Han Da Nang Hotel.
Space: Reception Department at Muong Thanh Luxury Song Han Da Nang Hotel
Time: The information and statistics in the period from 2019 to 2020.
Method of the study
In this study, I have used several methods to support my work:
The data collection method involved consulting various documents and essential information sourced from the internet and the hotel's official website Key figures were obtained through direct communication with the Front Office Manager and the Finance Department.
- The descriptive method: I describe in detail the service quality of the Reception Department from the collected data.
- The analytical method: I use the analytical method to assess the real situation of service quality of the Reception Department at Muong Thanh Luxury Song Han
Da Nang Hotel, from there making conclusions as a basis for proposing to improve the quality.
Organization of the study
The case study consists of six chapters: Introduction, Theoretical Background, Case Description, Analysis and Evaluation, Difficulties and Solutions, Conclusion and Suggestions.
Chapter 1: Introduction of the graduation paper which includes: Rationale, Aims and Objectives, Scope of the study, Methods of the study as well as Organization of the study These small sections allow readers to get a more general view of the subject of study
Chapter 2: Theoretical Background which defines the concepts and theoretical foundation of the hotel and Reception Department
Chapter 3: Case Description which describes the overview and the organizational structure of the Muong Thanh Luxury Song Han Da Nang Hotel Moreover, describing some information about the Reception Department of the hotel.
Chapter 4: Analysis and Evaluation is the important chapter of the graduation paper. Giving the most accurate evaluation of the strengths and the weaknesses of the Reception Department's service quality at the hotel
Chapter 5: Difficulties and Solutions is the main part of the graduation thesis that outlines the difficulties that the Reception department of Muong Thanh LuxurySong Han Da Nang Hotel is facing, and then offers solutions to improve the service quality of the department.
Chapter 6: Conclusion and Suggestions is the last part of the graduation thesis that summarizes the whole lesson and gives suggestions for the faculty, students as well as Duy Tan University to improve teaching and learning.
THEORETICAL BACKGROUND
Hotel
The term "Hotel," derived from French origins, has evolved in meaning throughout history, reflecting the development of this type of accommodation across various cultures.
The modern hotel evolved from the inns of medieval Europe, particularly during the mid-17th to mid-18th centuries when these establishments began catering to wealthier clients Initially, a hotel served as a collection of technical facilities and construction equipment, offering short-term accommodation for profit Today, hotel rooms vary significantly in quality, ranging from basic mattresses in small spaces to luxurious suites equipped with high-quality beds, dressers, refrigerators, flat-screen televisions, and en-suite bathrooms.
Between the mid-19th and early 20th centuries, the hotel industry experienced significant growth in both quantity and quality, primarily catering to the upper class with the emergence of luxury hotels This period also saw the rise of small hotels, leading to varying service styles and levels of hospitality Consequently, diverse hotel concepts developed, influenced by factors such as room count and amenities, which differ from country to country.
In the Kingdom of Belgium, it is said that: “The hotel must have at least 10 to 15 bedrooms with the minimum amenities such as bathrooms, telephones, …” [1]
In France, a hotel is classified as a rated accommodation that offers rooms and apartments equipped with comfortable amenities to meet guests' needs for extended stays Hotels can operate either year-round or seasonally.
The definition of hotel according to business dictionary is “Commercial establishment providing lodging, meals, and other guest services.” [2]
The Housekeeping Hotel Book defines hotel as “The building serving accommodation, food and beverages also the other facilities needed by the guest and managed professionally to get profit.” [3]
In fact, in this period, countries when introducing the concept of "Hotel" must be based on the condition and development level of the hotel business in their country.
In 2007, the Tourism Management Administration of Vietnam defined a hotel as an independent architectural structure that contains ten or more bedrooms, equipped with quality facilities, essential equipment, and necessary services to cater to tourists' needs.
The Tourism Department of the National Economics University of Vietnam defines a hotel as an establishment that offers comprehensive accommodation services, including essential amenities, dining options, entertainment, and other necessary services for overnight guests, typically located in tourist destinations.
Hotels hold a significant advantage in the tourism market due to their ability to offer high levels of comfort and convenience They provide a diverse range of products and services, all characterized by exceptional quality Additionally, hotels come in various forms, sizes, locations, and ratings, allowing them to cater to the diverse needs of different customer segments.
The unique characteristics of hotels set them apart from other forms of accommodation within the hospitality industry, aligning with the current trends in hotel development.
In short, it is possible to understand more deeply the technical facilities of a hotel by the concepts given about the hotel.
To cater to the diverse needs of various tourists, the hotel industry has evolved to offer a wide range of accommodations In Vietnam and globally, hotels are primarily classified based on key criteria that reflect their unique features and services.
Depending on the scale, hotels are classified into the following three categories:
Small hotels typically feature between 10 to 49 bedrooms and primarily offer accommodation services for guests, often lacking additional amenities These establishments are known for their affordability, making them an attractive option for budget-conscious travelers seeking a comfortable place to stay.
Medium hotels typically feature 50 to 100 rooms and offer a range of services, including accommodation, dining, and additional amenities Commonly located in tourist destinations, towns, and resorts, these hotels provide a comfortable stay at an average price point, making them an appealing choice for travelers seeking quality and convenience.
Large hotels typically feature over 100 rooms and offer a comprehensive array of services for guests These establishments are often equipped with modern amenities and are frequently designed as high-rise buildings Due to their extensive facilities and services, they generally command higher room rates.
According to this criterion, hotels are classified into 5 categories:
City Center Hotels are strategically located in bustling urban areas and major city centers, catering primarily to business travelers attending conferences and seminars These high-rise establishments are equipped with modern amenities and luxurious facilities, making them ideal for professional engagements Prominent examples can be found in major Vietnamese cities like Hanoi and Ho Chi Minh City.
A resort hotel is typically situated in scenic locations rich in natural resources, including islands, forests, and mountains, primarily attracting guests seeking relaxation Additionally, some visitors come to explore and study the ecological environment In Vietnam, these resort hotels are predominantly found in stunning coastal cities like Da Nang, Nha Trang, and Hai Phong.
Suburban hotels, located in the outskirts of urban areas, cater primarily to weekend travelers and business guests with moderate spending power These hotels offer a range of amenities and services designed to provide a comfortable and enjoyable stay, maintaining a balance between luxury and quality.
Reception Department
The hotel industry has a rich history and exhibits diverse variations across different market environments Typically, the reception department serves as the hotel's face, welcoming guests and providing essential information about the establishment To accurately define the role of the reception department, it is crucial to recognize its significance in customer service and hotel representation.
“The Reception Department is the place to receive and handle all customer complaints and the department that understands all tastes and preferences of customers.” [6]
According to Jerome J Vallen “Reception Department is indeed the heart and the
“The Reception Department is one of departments in hotel that operationally relates to the guests” [8]
The Reception Department is a crucial component of a hotel, responsible for greeting guests, managing room assignments, and addressing complaints The quality of service provided by the Reception Department significantly influences the overall impression of the hotel, making it essential for shaping the hotel's image and driving its growth Thus, it is fitting to refer to the Reception Department as "the nerve center of the hotel."
2.2.2 The Importance of the Reception Department
The Reception Department, often regarded as the hotel's face, serves as the primary point of contact for guests and acts as the central hub for hotel operations Its activities are meticulously designed to enhance guest services and facilitate seamless transactions, ensuring a welcoming and efficient experience for all visitors.
The Reception Department plays a crucial role in shaping guests' first impressions of a hotel, serving as the primary point of communication with staff The quality, courtesy, and promptness of service significantly influence guest satisfaction and their overall experience, which directly impacts the hotel's reputation and business success.
The Reception Department is vital for enhancing guest experiences by offering essential information about the hotel It also plays a crucial role in promoting and selling hotel products, while advising on guest needs and the overall business status of the hotel.
The Reception Department plays a crucial role in hotels by directly interacting with guests, shaping their first impressions and ensuring confidence in the hotel's service quality This essential department not only enhances guest satisfaction but also contributes significantly to the overall improvement of the hotel's service capabilities and revenue.
2.2.3 The Duties of the Reception Department
The Reception Department is a face of the hotel that has several main tasks as follows:
- Checking in and checking out procedures for guests
- Controlling and distributing rooms for guests
- Providing, introducing information about services inside and outside the hotel for guests
- Selling of rooms and other services of the hotel
- Receiving information about early – late check-out and early – late check-in
- Making registration of temporary residence, temporary absence for guests
- Creating and storing records for guests
- Receiving and resolving complaints from customers
- Receiving payment of room charges, expenses incurred by guests
- Coordinating with other departments to handle work better
- Participating in the advertising and marketing of the hotel
- Participating in the security and safety of the hotel
2.2.4 The Relationship between Reception Department and Other Department in the Hotel
Diagram 2.2.4 The Relationship between Reception Department and Other
A hotel management system at the Front Office must integrate seamlessly with various departments to ensure efficient operations Customer requests are initially received by the Reception Department, which then coordinates with other departments to address these needs effectively This collaboration among staff members is crucial for delivering exceptional service and enhancing the overall guest experience.
The Reception Department serves as a vital communication hub within the hotel, interacting with all key departments including Housekeeping, Sales and Marketing, Food and Beverage, Finance, Human Resources, Security, IT, and Engineering Each department relies on the front office for effective guest service delivery, establishing unique communication channels that enhance collaboration and operational efficiency.
Effective collaboration between the reception and housekeeping departments is crucial for seamless hotel operations The receptionist manages room allocations and ensures proper arrangements, while both departments communicate regularly about room statuses For instance, when a guest checks out, the housekeeper checks the minibar and room condition, reporting any incurred costs back to the reception Additionally, the reception must inform housekeeping of guest departures to facilitate timely cleaning arrangements.
The reception department plays a crucial role in supporting the sales and marketing strategy of the hotel, necessitating close collaboration between the two teams Effective coordination is essential for the sales and marketing department to update information, promote services, and implement hotel deals during the booking process and guests' stay Additionally, monitoring room availability is vital for promptly notifying customers and facilitating swift booking support.
Effective communication between the Food and Beverage (F&B) Department and the Reception Department is crucial for seamless guest experiences When guests request a dining reservation at the hotel’s restaurant, the receptionist relays this information to the F&B Department, which then coordinates meal arrangements based on the provided details Additionally, the Reception Department plays a key role in promoting special programs and events offered by the F&B Department to enhance customer engagement.
The Reception Department will send all service invoices, payment records, and advance deposit information to the Finance Department for accurate revenue accounting, debt management, and financial reporting related to customer transactions In turn, the Finance Department is tasked with issuing invoices bearing the business seal to the Reception Department upon customer request.
The Human Resources Department recruits and arranges staff for the Reception Department Besides, the Human Resources Department also assists the Reception Department in training the receptionist profession.
The collaboration between the Reception and Security Departments in a hotel is crucial for maintaining guest safety and security When security issues arise, the Reception promptly alerts the Security Department, enabling them to respond swiftly and effectively according to the hotel's professional standards This teamwork enhances the overall operation of the hotel, ensuring a safe and pleasant environment for all guests.
The IT Department will provide support for the Smile FO professional software system used by the Reception Department In turn, the Reception Department is tasked with reporting any issues, enabling the IT Department to effectively resolve problems and ensure the smooth operation of the Smile FO system.
The collaboration between the reception and engineering departments is essential for seamless operations The reception department keeps the engineering team updated on equipment status to ensure timely repairs, preventing customer dissatisfaction In turn, the engineering department notifies the reception of any equipment failures, enabling the receptionist to communicate repair timelines or arrange alternative accommodations for guests.
Service Quality in the hotel business
The service sector is the largest and fastest-growing segment of the global economy, significantly contributing to economic growth in both developed and developing nations As various service industries expand, they play a crucial role in enhancing national economies Understanding the concept of service is essential, as it encompasses various definitions and interpretations that highlight its importance in today's economic landscape.
“A service is a means of delivering value to customers by facilitating outcomes that customers want to achieve without the ownership of specific costs and risks.” [9]
“Services are created through a direct interaction between the service provider and the customers.” [10]
P Kotler suggested that: “Service is any activity or benefit that one party can offer to another that is essentially intangible and does not result in the ownership of anything Its production may or may not be tied to a physical product.” [11]
According to Philip Kotler (1997), a service is defined as an intangible action or activity provided by one party to another, which does not result in ownership transfer Services can be associated with either tangible or intangible products.
Service is an intangible product offered by enterprises, designed to meet the production and living needs of customers without transferring ownership It focuses on delivering timely, convenient, and efficient solutions.
Service quality plays a crucial role in the survival and growth of the service industry, as it directly influences customer satisfaction, business reputation, and customer loyalty High service quality not only enhances a company's competitive edge but also contributes to its overall success However, defining and measuring service quality has historically been challenging for scholars, primarily due to the intangible and subjective nature of services.
Service quality is defined as the degree to which a service meets customer needs and expectations, reflecting their overall impression of the service's strengths or weaknesses In the context of the hospitality industry, understanding and enhancing service quality is crucial for achieving customer satisfaction and loyalty.
“Service quality is defined as what the customer gets out and is willing to pay for rather than what the supplier puts in.” [13]
Service quality encompasses a broad range of definitions influenced by various service types Individual customer perceptions and needs shape their understanding of service quality, leading to diverse interpretations Consequently, there are numerous perspectives on what constitutes service quality.
Service quality is defined by the gap between customer expectations prior to the service experience and their perceptions after receiving the service, as noted by Asubonteng (1996).
Service quality is defined as the extent to which the service provided meets customer expectations Consistently meeting these expectations is essential for delivering a high-quality service.
Service quality refers to the customer's perception of the service they receive, which is determined by comparing their expectations with the actual service delivered Ultimately, it reflects the level of customer satisfaction experienced by service consumers.
2.3.2 Characteristics of hotel service quality
Features of the hotel service quality include:
- Hotel service quality is difficult to measure and evaluate
- The quality of hotel service is only measured and accurately assessed through the direct consumer perception of the hotel products
- The quality of hotel service depends on the location and facilities of the hotel
- The quality of hotel service depends on the supply process service levels of hotel businesses
- Quality of hotel service requires high consistency
2.3.3 Factors to evaluate hotel service quality
The quality of hotel service can be assessed based on many factors:
Hotel service quality is largely determined by customer perceptions, which are shaped by their experiences during their stay Key factors influencing these perceptions include the attitude of the direct service staff, the comfort and spaciousness of the accommodations, and the quality of the technical facilities provided.
- The quality of hotel services can be based on experience: the assessment of passengers drawn after using and experiencing the services provided by the hotel.
The quality of hotel service is reflected in the meticulous attention to detail, such as maintaining the swimming pool at a comfortable temperature for winter swimming Additionally, staff enhances the guest experience by using favorite scents, like vanilla, and ensuring that the flavors of food and drinks in the restaurant meet guests' preferences.
The quality of hotel services is fundamentally rooted in customer trust, which is prominently reflected in customer reviews and the hotel's market reputation Guests are more likely to rely on the service quality of hotels that have established a strong and positive reputation in the industry.
From the viewpoint of service consumers, hotel service quality is closely tied to customer satisfaction A hotel that excels in service quality meets and exceeds customer expectations through various factors, including its facilities, staff attitude, reputation, and the overall experience guests have after utilizing its services.
2.3.4 The Role of service quality in the hotel business process
Service quality is a crucial element in the hospitality industry, serving as a key driver for sustainable competitive advantage and customer trust in a crowded marketplace By focusing on exceptional service quality, hotels can differentiate themselves from competitors, making it a vital concept and critical success factor Ultimately, the lifeblood of a successful hotel lies in its ability to provide outstanding service to its guests.
CASE DESCRIPTION
Some information about Muong Thanh Group and Brand “Muong Thanh”
When discussing affordable accommodations in Vietnam's real estate market, one cannot overlook the "Muong Thanh Group," known for its extensive range of projects spanning from the North to the South of the country.
In 1993, an enterprise established the Dien Bien Phu hotel in Dien Bien, which was later ceded to Lai Chau province in 1996 in exchange for land of equal value This land became the site for the Muong Thanh Hotel in 1997, marking the inception of the "Muong Thanh" brand.
Since their inception, Muong Thanh hotels have evolved from operating in challenging locations to establishing a presence in prime urban areas In 2015, the opening of several hotels, including Muong Thanh Hanoi Hotels Center and locations in Cua Lo, Can Tho, Lao Cai, Saigon, Quang Nam, Quang Binh, and Quang Ngai, marked a significant expansion Today, the Muong Thanh Group proudly stands as the largest private hotel chain in Vietnam, boasting a total of 45 hotels and hotel projects nationwide.
Not stopping in the country, “Eagle wings” have reached abroad with the project
"Muong Thanh Luxury Vientiane" in Laos showcases the rich ethnic diversity and traditional beauty of Vietnamese culture, emphasizing the warmth of hospitality that defines the "Muong Thanh" brand Each hotel in the chain reflects the unique characteristics of its regional location, offering guests a distinctive experience that highlights local culture and charm.
Muong Thanh Group is a multi-branch economic entity focused on sustainable development, operating in tourism, construction, entertainment, and now expanding into education and health With over 50 hotels and projects, the Group provides stable employment for more than 8,000 individuals and contributes thousands of billions to the state budget annually Committed to social responsibility, Muong Thanh Group allocates tens of billions for poverty alleviation and human development, significantly contributing to the socio-economic growth of the country and the capital, Hanoi.
Picture 3.1.2 Logo of the brand “Muong Thanh”
Muong Thanh is a well-known name among both Vietnamese locals and international tourists visiting Vietnam In 2015, the Muong Thanh hotel group revamped its brand to better reflect its stature and growth, enhancing its hotels' product characteristics, facilities, and locations To cater to the diverse needs of domestic and international guests, the group introduced a range of 4 and 5-star hotels, targeting various middle and high-end market segments This led to the establishment of four distinct segments: Luxury, Grand, Holiday, and Muong Thanh.
Muong Thanh Luxury is a prestigious 5-star hotel brand situated in the heart of Vietnam's major cities and renowned tourist destinations With extensive experience in local culture and hospitality services, we ensure that every guest's stay is enhanced, creating unforgettable memories as they explore the unique attractions of each location.
Nestled in prime city locations, the 4-star Muong Thanh Grand hotels provide an ideal space for leisure, business, and conferences Guests can enjoy a delightful blend of the rich culinary traditions from the ancient villages of Northwest Vietnam, paired with the modern architectural elegance of the Muong Thanh hotels This unique combination ensures a comfortable stay while allowing visitors to immerse themselves in the warm hospitality of the local culture.
Muong Thanh Holiday comprises a collection of 4-star hotels and above, strategically situated in renowned tourist destinations and resorts across the country Each hotel boasts its own unique character and identity, offering exquisite designs and professional service that ensure a comfortable and memorable stay Guests at Muong Thanh Holiday hotels can immerse themselves in charming environments, explore distinctive local tourism experiences, and savor the rich regional customs.
The Muong Thanh segment includes 3-4 star hotels, located in towns across the country With the number of rooms from 80 to 150 rooms Hotels in the group
"Muong Thanh" provide thoughtful, professional services, and cozy space to give you intimate and comfortable experiences like a "distant home" of self Muong
Thanh segment will be the best choice for travelers looking for affordable accommodations with high-quality service.
Muong Thanh Hotel Group plans to expand its operations into Indochina, targeting markets in Laos and Cambodia The group is set to launch a 5-star hotel project in the capitals of these countries, reflecting its strategic vision for growth in the region.
Overview of Muong Thanh Luxury Song Han Da Nang Hotel
Picture 3.2 Muong Thanh Luxury Song Han Da Nang Hotel
Address : 115 Nguyen Van Linh Streets, Hai Chau District, Da Nang City Phone number : 0236.2223.344
Website : http://www.luxurysonghan.muongthanh.com
Muong Thanh Luxury Song Han Da Nang Hotel, part of the esteemed Muong Thanh Hotel Group, is a premier 5-star accommodation located in Da Nang City As the third hotel investment by Muong Thanh in the area, it is part of a larger portfolio that includes 53 hotels and projects Originally known as One Opera Hotel, it was acquired and rebranded by Muong Thanh Group in 2019, officially opening its doors on November 1st of the same year.
Muong Thanh Luxury Song Han Da Nang Hotel is ideally situated on Nguyen Van Linh street, just 1.5 km from Da Nang International Airport, 4 km from My Khe Beach, and 8 km from Ngu Hanh Son Its prime location allows guests to effortlessly access popular attractions such as the Han River, My Khe Beach, and Asia Park, ensuring a memorable experience in this vibrant tourist city.
The hotel features 23 floors, offering stunning views of the city and Han River, with 201 elegantly furnished rooms equipped with modern amenities and 5-star facilities Guests can enjoy a range of services, including a conference room accommodating 500 attendees, a swimming pool, casino, karaoke, gym, and spa Complimentary amenities such as buffet breakfast, Wi-Fi in public areas, and valet parking enhance the guest experience The hotel's unique design emphasizes open spaces and large glass windows in each room, providing breathtaking panoramic views of Da Nang City, making it the perfect destination for both leisure and business travelers.
Muong Thanh Luxury Song Han Da Nang Hotel, despite being newly established for just over a year, has quickly gained recognition as a strong hotel brand, attracting a loyal clientele including VNAs and Vietjet The hotel is committed to continuous development and enhancement of its technical facilities to cater to the growing demands of its customers while maintaining competitive pricing.
3.2.2 Muong Thanh Luxury Song Han Da Nang Hotel’s operation system
3.2.2.1 Muong Thanh Luxury Song Han Da Nang Hotel’s organizational diagram
Muong Thanh Luxury Song Han Da Nang Hotel places great importance on effective personnel planning due to the ongoing fluctuations in employee numbers, particularly exacerbated by the recent COVID-19 pandemic.
To ensure the continuous operation of the hotel, regular order and efficient business, the management apparatus of Muong Thanh Luxury Song Han Hotel is organized as follows:
Deputy General Manager (Sales) Deputy General Manager (F&B)
Waiter, Waitress, Hostess, Bartender, Coordinator
Diagram 3.2.2.1 Organization of Muong Thanh Luxury Song Han Da Nang
The organizational structure of Muong Thanh Luxury Song Han Da Nang Hotel consists of various branches, each representing a distinct department At the helm is the Director, who oversees all hotel operations, from minor tasks to major initiatives This leadership role involves managing the hotel's strategic objectives and formulating policies and business operations that align with industry trends and customer demands.
The General Manager serves as the leader of the business unit, overseeing strategy, structure, budget, personnel, and financial expenditures They are responsible for establishing quality standards, making strategic decisions, delegating tasks across departments, and managing the daily operations of the hotel.
The Deputy General Manager, reporting directly to the General Manager, oversees two key areas: Sales and Food and Beverage The Sales Deputy General Manager is tasked with managing hotel operations across departments like Housekeeping, Front Office, and Sales and Marketing, utilizing departmental reports to enhance business performance Meanwhile, the Food and Beverage Deputy General Manager focuses on the planning and management of restaurant operations, hotel dining, and events Additionally, essential departments such as Engineering, Security, Information Technology, Human Resources, and Accounting work collaboratively, each fulfilling distinct roles vital to the hotel's success.
Each department is led by a Department Manager who oversees operations, monitors departmental performance, and communicates plans from upper management Additionally, the Assistant Department Manager plays a crucial role in supporting the department's functions and ensuring smooth workflow.
Department Manager However, some departments such as Sales & Marketing, HR,
IT, Finance Department have only Department Manager and Staff.
The Supervisor, reporting to the Department Manager and Assistant Department Manager, plays a crucial role in managing departmental activities during shifts This position ensures that service quality and processes meet established standards, while also monitoring and guiding employees and interns to adhere to corporate regulations and brand guidelines.
Staff members occupy essential roles within an organization, directly supporting department managers and supervisors They are the primary point of contact for customers, addressing their requests and needs Each staff member is responsible for executing the core functions of their respective departments, ensuring smooth operations and customer satisfaction.
The organizational structure of Muong Thanh Luxury Song Han Da Nang Hotel is straightforward, with each department performing distinct functions and activities Despite their differences, all departments collaborate and support one another, enhancing the overall business operations of the hotel.
3.2.2.2 Functions and tasks of each department in the hotel
The organizational structure of Muong Thanh Luxury Song Han Da Nang Hotel is tailored to its size and design, featuring various divisions that contribute to its operations Key departments include Housekeeping, Front Office, Sales & Marketing, Engineering, Security, IT, Human Resources, Finance, and Food & Beverage Each department plays a vital role in the hotel's business and development, with distinct functions and responsibilities that support overall efficiency and service quality.
The Housekeeping Department plays a crucial role in a hotel's operations, serving as the primary provider of products and services while generating the highest revenue It is responsible for maintaining cleanliness and tidiness in each room, adhering to the hotel's service standards to ensure guest comfort Additionally, the department works closely with the reception team to effectively manage tenant needs.
The Front Office Department, often referred to as the lobby department, plays a crucial role in a hotel's operations by welcoming guests and managing the check-in and check-out processes As the first point of contact, this department significantly influences guests' first impressions of the hotel Additionally, the Front Office Department is vital in promoting hotel services, which contributes to increased revenue It also serves as a liaison between various departments, ensuring effective coordination and smooth execution of activities within the hotel business process.
Overview of the Reception Department at Muong Thanh Luxury Song
The Reception Department of Muong Thanh Luxury Song Han Da Nang Hotel is situated on the left side of the main hall, serving as the primary area for guest check-in and check-out The spacious front desk is fully equipped with the necessary tools to facilitate a smooth check-in process Elegantly decorated, the front desk showcases the distinctive architecture inspired by the Northwest mountains, reflecting the overall design ethos of the Muong Thanh Group As a vital component of the hotel, the Reception Unit plays a crucial role in enhancing the guest experience.
FO Department Because the Reception Department performs almost all the important duties of the FO Department.
Picture 3.3.1 Lobby area of Muong Thanh Luxury Song Han Da Nang Hotel
The Reception Department serves as the hotel's face, being the initial point of contact for guests and the final farewell as they depart It plays a crucial role in shaping guests' perceptions of the hotel, staff, and overall service quality Additionally, this department is responsible for managing customer complaints and gaining insights into the preferences and tastes of guests, ensuring a personalized experience.
The Reception Department plays a crucial role in providing a warm welcome to guests, facilitating room introductions, and managing the check-in and check-out processes They are responsible for delivering essential hotel information and services, addressing inquiries and concerns, and promoting room sales and additional hotel amenities Additionally, the team meticulously maintains guest records and collaborates with other departments to fulfill guest requests and resolve any issues that may arise.
It can be said that the Reception Department is an important part of the hotel business.
3.3.2 The organizational structure of the Reception Department
Diagram 3.3.2 Structure of the Reception Department in Muong Thanh Luxury
Song Han Da Nang Hotel
The Front Office Manager (FOM) oversees the lobby department in hotels, ensuring the smooth operation and supervision of all activities in the lobby area to deliver exceptional service to guests The FOM is responsible for reporting VIP guest information to the General Manager and for preparing and analyzing financial reports related to revenue and expenses.
The Assistant Front Office Manager (AFOM) plays a crucial role in overseeing front desk operations in the absence of the Front Office Manager (FOM), reporting directly to them The AFOM is responsible for maintaining high-quality hotel services and ensuring guest satisfaction throughout their stay Acting as a vital link between the lobby department and the office, the AFOM coordinates front-desk activities to deliver an exceptional experience for all guests.
The Hotel Receptionist Supervisor plays a crucial role in supporting the Front Office Manager by ensuring the efficient operation of the reception desk This position is responsible for warmly welcoming delegations and VIP guests while also providing professional training and development for the reception staff.
The receptionist serves as the initial and final point of contact for every customer, playing a crucial role in shaping their satisfaction at restaurants and hotels Their primary responsibilities include warmly welcoming guests, efficiently managing check-ins and check-outs, and handling reservation details The receptionist's actions and demeanor significantly influence the overall customer experience.
The Reception Department at Muong Thanh Luxury Song Han Da Nang Hotel operates 24 hours a day, organized into three shifts, with each shift covering eight working hours.
Effective communication between staff members across all shifts is essential for ensuring that everyone is updated with the latest information, allowing tasks to be completed smoothly and efficiently.
The hotel receptionist plays a crucial role in determining the success of the establishment, making it essential for them to possess professional and effective skills To excel in this vital position, a hotel receptionist should develop a range of competencies that enhance their performance and contribute to a positive guest experience.
- Understanding the business process, information, activities and services of the hotel.
- Mastering the process of serving guests such as preparing before picking up guests, checking in and checking out for guests,
- Understanding the basics of cultures of other countries to be able to get closer and understand customers better, knowing about the rituals, customs, and psychology of some countries.
- Being able to react quickly, always know how to handle arising situations well
- Staying calm and controlling in all situations
- Having a basic knowledge of accounting, billing, marketing and sales
- Having good foreign language skills
- Having good communication skills and sales skills
- Knowing how to use and proficient use of office computers (word, excel, ) as well as other machines
- Using proficiently the internet to look up information when necessary;
- Using proficiently smile software, the hotel's sales software
A hotel receptionist's primary role involves frequent interactions with guests, necessitating a strong emphasis on professionalism This professional demeanor is reflected in various aspects of their work, highlighting the importance of prioritizing a positive working attitude.
- Having good looking appearance, neat style
- Smiling when communicating with guests
- Dedicating to work, willing to help as well as answer customer questions
- Having responsibility for the work, not working separately in the shift, not leaving positions while working
- Having honest and trustworthy qualities
- Adhering the rules of the Reception Department as well as the hotel.
3.3.5 Services of the Reception Department at Muong Thanh Luxury Song Han
The Reception Department at Muong Thanh Luxury Song Han Da Nang Hotel not only manages check-in and check-out processes and addresses guest requests and complaints, but also offers additional services to meet the growing demands of customers.
Our currency exchange service operates 24/7 to meet your needs, offering conversions for major currencies such as USD, EUR, GBP, and JPY Please note that transactions are subject to legal limits on the amount of money that can be exchanged.
The Muong Thanh Luxury Song Han Da Nang Hotel offers exclusive printing and photocopying services tailored for hotel guests, particularly catering to business travelers This service enhances the convenience and productivity of our guests, making it an essential feature for those visiting for work-related purposes.
The postcard sending service is exclusively available for hotel guests, requiring stamps on all postcards This service enhances convenience for customers by facilitating information exchange and providing translation assistance for work-related communication.