Rationale
In Buon Ma Thuot city, the demand for accommodation extends beyond tourism to cater to business travelers, distinguishing it from larger cities in Vietnam where hotel services primarily target tourists With limited scenic attractions and entertainment options, the city's hotels primarily rely on business clientele and local customers for their revenue.
Elephants Hotel recognizes the significance of catering to business customers and has been enhancing its services and equipment to support their needs Despite these efforts, the hotel struggles to attract as many clients as its competitors in the area During my internship, I identified key factors contributing to this issue, particularly within the Marketing and Reception Departments The Reception Department plays a crucial role as the hotel's primary point of contact, with receptionists serving as the face of the hotel They interact most frequently with guests, allowing them to understand their preferences and needs, while also acting as a vital link between clients and other hotel departments.
During my four years as a receptionist at Duy Tan University, I recognized the need to enhance my customer service skills, particularly in the hotel reception department Understanding the critical role receptionists play in influencing hotel revenue, I identified several solutions to address my weaknesses and improve the overall customer experience.
Investigation into the Real Situation and Some Solutions for Improving the Quality of Service at Reception Department at Elephants Hotel Buon Ma Thuot ”.
Aims and Objectives
This article explores the roles and significance of the reception department at Elephants Hotel Buon Ma Thuot, highlighting its essential functions in delivering quality service Additionally, it offers recommendations aimed at enhancing the overall performance and efficiency of the receptionist team to improve guest experiences.
This study is intended to:
- Provide information about activities of the Reception Department during the time working at Elephants Hotel.
- Find out some strengths, weaknesses, and threats to the development of the Reception Department at Elephants Hotel
- Suggest some solutions to overcoming those problems.
The Scope of the Study
- This study focuses on the real situation of Elephants Hotel.
- This study uses the data and information from 2020-2021.
- This study makes an analysis and evaluation of the Reception Department to offer some solutions to attract guests coming to the hotel.
Methods of the Study
I am using many diferent methods to complete this graduation paper:
Firstly, I am collecting information from the internet, documents at the hotel, the hotel’s social media.
Secondly, I make an investigation based on the data from 150 guests through the questionnaire that I send to customers’ email and directly at the hotel.
Based on the survey conducted, I evaluate passengers' experiences at the hotel to identify the strengths and weaknesses of the Reception Department, ultimately uncovering effective solutions for improvement.
Organization of the Study
My study is to be divided into 6 chapters:
Chapter 1 is the introduction including rationale, aims, objectives, scope, methods, and organization of the study.
Chapter 2 is about the theoretical background of the hotel business, the concept of the hotel business, and the reception department in the hotel business.
Chapter 3 is a case description, including an overview of Elephants Hotel, the reception department at it, and the status of the hotel business in recent years.
Chapter 4 is the analysis and evaluation of Elephants Hotel in the real situation.
Chapter 5 is the difficulties that remain at the hotel and some solutions to solve it.
Chapter 6 is the final chapter conclusion all the paper and reveals some suggestions to improve all the weaknesses.
Hotel Business
The word "hotel" can be understood in many different ways:
A hotel is a kind of business, having legal business registration for making a profit.
A hotel is an accommodation business, equipped with fully convenient facilities, reach the requirements of working, eating and many other services during the time guests stay at the hotel.
A hotel is a structure with many rooms, many kinds of rooms, multiple floors, and is equipped with specialized equipment and furniture for accommodation along with many other additional services.
A hotel is a commercial establishment that offers lodging and various services to guests seeking overnight accommodations or vacations, whether for a short or extended stay In addition to providing a place to sleep, hotels often offer catering, entertainment, and recreational activities, ensuring that the diverse needs of their clients are met.
Hotels can be categorized according to 3 ways:
Classification due to its sizes:
Large hotels: More than 100 rooms.
Classification based on the target clients:
Many countries utilize different classification systems for hotels, typically based on chain names and hotel types A common method is the five-star rating system, often administered by independent organizations such as AAA, where one star represents the lowest quality and five stars indicate the highest While understanding the best and worst ratings can be useful, grasping the significance behind hotel star ratings offers even greater advantages for travelers.
Here is a general interpretation of the hotel star rating system:
A one-star rating indicates that a property provides basic accommodations without any extra amenities This rating does not imply that the hotel is dirty or poorly located; rather, it signifies a no-frills option where guests can expect just a place to sleep.
Two-Star: Like one-star hotels, two-star properties are typically more affordable than hotels that have a higher rating — they are also usually quite comfortable
Three-Star: Three-star hotels ordinarily have some unique amenities and provide quality service
Four-Star: Four-star hotels are often noted for their upscale quality and extraordinary comfort
A five-star hotel offers impeccable guest services in a modern, luxurious environment, featuring premium dining options and personalized attention Every detail is meticulously attended to, including the provision of high-end toiletries for guests, ensuring an exceptional stay.
Concept of the Hotel Business
The hotel industry is a crucial segment of the service sector focused on providing accommodations for guests This industry encompasses various types of overnight lodging, such as hotels, hostels, motels, inns, and guest houses, but typically excludes long-term or permanent housing options.
Hotel business products are depending on customer needs; however, there are 3 main types of hotel business, they are accommodation business, catering business, and additional services business.
The hotel industry primarily revolves around the accommodation sector, which is its fundamental activity It offers guests well-equipped rooms with standard amenities, ensuring a comfortable stay while generating revenue for the hotel.
The catering business is the process of selling food and offering other services related to food to satisfy customers at restaurants or hotels for for-profit purposes.
Additional services in the hospitality industry cater to diverse customer needs, enhancing the overall guest experience These services expand the range of offerings available at hotels, ensuring that various guest preferences are met There are two primary categories of facilities designed to address the unique requirements of guests.
For basic demands: laundry, telephone, transfer, …
For special demands: souvenir, spa, casino, golf, swimming, gym, …
The Reception Department in Hotel Business
A hotel receptionist, often referred to as a hotel desk clerk, plays a crucial role in guest experience by greeting and assisting visitors at the front desk Their responsibilities include managing reservations, overseeing room availability, issuing room keys, and resolving any issues that guests may encounter during their stay As the first point of contact for guests, the hotel receptionist significantly influences the overall impression of the hotel.
The Reception Department serves as the initial point of contact for guests at a hotel, making it crucial for shaping their first impression Located at the reception desk, this department handles all front office activities and acts as the hotel's communication hub As the first and last interaction guests have with the hotel, the reception area is typically designed to be luxurious and convenient, significantly contributing to the overall image of the establishment.
A receptionist’s daily tasks will involve:
Taking bookings and cancellations, usually by phone, email, or face-to- face, and recording the information on computer
Checking in guests, allocating rooms, and handing over keys
Answering questions about hotel facilities and local transport, places of interest, and entertainment
Dealing with special requests, such as room service, taxi bookings, or wake-up calls
Efficiently manage guest communications by relaying messages and handling mail for posting, while addressing any guest concerns by directing them to the appropriate staff member Additionally, ensure seamless operations by answering phone calls, operating the switchboard, and managing both email and traditional mail correspondence.
Checking out guests, adding up their bills, and taking their credit, debit card, or cash payments.
Assigning rooms to guests and informing them of any specials offered by the hotel.
Working as a receptionist offers a vibrant environment, enthusiastic colleagues, and the opportunity to interact with diverse individuals To secure a position in this dynamic role, certain qualifications and skills are essential.
Receptionists must have a good appearance, professional dress, charming and good communication style.
A receptionist needs to have diplomas and certificates in the hotel industry
Associate’s or bachelor’s degree in a related field
Prior experience as a receptionist or in a related field.
Have knowledge of administrative and clerical procedures.
Foreign language and computer requirements:
Receptionists in the hotel industry must be fluent in general English and possess specialized English language skills relevant to hospitality Proficiency in additional foreign languages, such as French, Chinese, Japanese, or Korean, can significantly enhance their career opportunities Furthermore, receptionists should be adept at using office and receptionist-specific computer systems, with essential skills including email management, phone system operation, schedule creation and management, and familiarity with industry-specific software.
Having skills in Microsoft applications including Word, Excel, and Outlook.
Having good time management skills.
Receptionists must be honest, laborious This is the most important personality for a receptionist
Confident and flexible in handling situations.
Attentive, friendly, always smiling with the customers.
Facilities of the lobby area:
When clients choose the hotel for their trip, they want to receive the best service Good facilities of a hotel are the first things that make an attraction with guests.
The facilities of a hotel are closely linked to all its departments, particularly the reception area, commonly known as the lobby As the first point of contact for guests, the lobby serves as the hotel's front and plays a crucial role in creating a lasting impression A well-designed lobby not only enhances the hotel's image but also instills trust and confidence in visitors, reflecting the overall quality of the establishment.
Facilities lobby area must meet the following requirements:
Always clean and large enough for guests to feel comfortable.
Tables and waiting chairs are always clean and ready for guests to use while they do check-in check-out.
All support for reception working need to be modern and fast to avoid the situation its take too much time to solve guests requests.
Attitude and working style of employees:
Customers select hotels for leisure, travel, work, and entertainment after long workdays While the quality of hotel facilities plays a significant role, the emotional and spiritual aspects are crucial for ensuring happiness and comfort during their stay.
Receptionists serve as the initial and final point of contact for guests at a hotel, making their welcoming demeanor and professionalism crucial Their ability to provide prompt service significantly impacts the overall guest experience and the hotel's reputation.
In addition to the direct factors impacting the reception department, various elements such as social trends, economic conditions, technological advancements, competition, and regulatory changes play a significant role in the overall development of hotels While these influences may be beyond the hotel's control, the industry continues to evolve, enabling hotels to mitigate their effects and enhance operational efficiency.
2.3.5 Service Process of Reception Department:
Figure 1: The Service Process of the Reception Department
During the pre-arrival stage, guests select a hotel influenced by various factors such as past experiences, advertising, recommendations from friends and colleagues, location, corporate arrangements, travel agent bookings, hotel reputation, and loyalty program membership.
If a reservation can be accepted, the receptionist creates a reservation on the hotel management software
This reservation contains details of the guest’s specific request which will help the hotel to provide the guest with personalized service during their stay.
The arrival process includes the registration and room assignment process
Upon arrival, guests initiate a business relationship with the hotel at the front office The reception staff plays a crucial role in addressing any inquiries, particularly regarding the specifics of the room rate associated with their booking.
The registration process is finalized when the guest confirms and signs their payment method and departure date, after which they may receive a room key along with directions to their accommodations.
To ensure guest satisfaction, the receptionist must respond promptly and accurately to inquiries Meeting and exceeding guests' expectations is the primary goal of front desk staff, which fosters loyalty and encourages repeat visits to the hotel.
Security is also a main important concern during the occupancy of the guest The hotel has a responsibility to protect valuables stuff belong to clients
The reception Department has duties to solve all guest’s requests like: Currency exchange, internet, telephone, …
This is the final phase of the process.
During the checkout process, the guest exits the room, receives a detailed statement of their account, returns the room keys, and departs from the hotel After the guest checks out, the front office updates the room's availability status and informs the housekeeping department.
CASE DESCRIPTION
Elephants Hotel
Picture 1: Elephants Hotel Front View Address : 142 Phan Chu Trinh Street, Tan Loi District, Buon
Ma Thuot City, Dak Lak Province
3.1.1 History and Development of Elephants Hotel:
After many years of construction, Elephants Hotel has started operating in
The Elephants Buon Ma Thuot Hotel, rated 4 stars, is ideally situated in the city center, just a 5-minute drive from key cultural and entertainment attractions, allowing guests to immerse themselves in the rich culture of the Central Highlands The hotel features 144 modern guest rooms and offers professional banquet and meeting services, complemented by a dedicated staff and highland-inspired design throughout the property Guests can enjoy a range of amenities, including 24-hour room service, laundry, airport transfers, a tour desk, and car rentals The design reflects the cultural heritage of the Central Highlands, incorporating decorative patterns from brocade, symbolic imagery of the sun and earth, and representations of majestic elephants Elephants Hotel Buon Ma Thuot is the perfect choice for travelers seeking comfort and convenience during their stay.
Elephants Hotel has 4 classified rooms, more than 50 well-furnished rooms with modern designs.
4 room types at the hotel
Room type Quantity Room Rate Acreage
Deluxe Double/Twin/ 2 persons 33 1,150,000 VND 32 m 2
Table 1: Room Catalog and Room Rates at the hotel 3.1.3 Functions and Responsibilities of Elephants Hotel:
Elephants Hotel offers comprehensive 4-star accommodation services, including modern rooms and dining options, catering primarily to business travelers in Buon Ma Thuot City With room sizes ranging from 24 m² to 64 m² and a spacious 500 m² parking area, the hotel provides essential business amenities such as photocopy, fax, and scanning machines Elephants Hotel is dedicated to delivering a comfortable environment for relaxation, work, and travel.
Having reputation in serving guests for several years, Elephants Hotel has a responsibility to upgrade facilities, staff, and service quality to bring the best experiences for guests during their stay.
Buon Ma Thuot city and Dak Lak province currently have limited tourist attractions, resulting in fewer foreign visitors to local hotels However, plans for developing resorts, homestays, and diverse accommodations are underway, highlighting the need for Elephants Hotel to enhance staff training in international standards and foreign languages To remain competitive, it is essential for the hotel to upgrade its facilities and undergo a comprehensive redesign.
3.1.3.3 Organization Structure of Management at Elephants Hotel:
Figure 2: Organization Diagram at Elephants Hotel
The tasks are outlining the development plan for the hotel All the changes of the hotel must have the agreement of the general manager.
HR manager in Elephants Hotel have responsibilities in:
Designing hiring plans for all hotel departments
Interviewing and assessing job candidates
Checking employees’ attendance and working schedules, including paid time off, overtime, and breaks.
Organizing employees’ records, like contracts, paying special attention to work permits.
Coordinating accommodation, catering, and transferring staff when necessary
Training making schedules for all hotel employees
Acting as the point of contact when employees have queries or job- related issues
Ensuring hotel staff comply with relevant health and safety work regulations.
Making sure that the guests have the best possible experience by resolving all currency-related issues
Representing the finance department on the heads meeting with the general manager
Managing all phases of the hotel budget and revenue
Calculating and distributing salaries for all staff
Preparing daily reports and summaries of accounting activities
Being responsible for the running of the reception department by hiring and training all front desk employees
Ensuring timely and accurate customer service
Handling complaints and specific visitors’ requests
Scheduling shifts for receptionists and related front desk employees
Ensuring if the hotel’s policies and security requirements are met
Cooperating with other departments in the hotel to create sales programs
Developing and maintaining contact with business generators and potential customers via email when having a sale program
Having duties on advertising the image of the hotel on social media and other websites
Listening to guests’ complaints and ensuring that the complaints are solved efficiently and effectively
Being responsible for laundry service and other hotel hygiene problems
Ensuring that necessary supplies for the housekeeping department are always ready to serve
Maintaining good relationships with clients and suppliers of housekeeping items
Reception Department at Elephants Hotel
3.2.1 Introduction of Reception Department at Elephants Hotel:
The Reception Department at Elephants Hotel is staffed by trained professionals from colleges and universities, equipped with essential skills in communication, service, and computing Understanding the significance of a warm welcome, the team is dedicated to delivering exceptional service, fostering trust, and encouraging guests to return for future stays.
3.2.2 Responsibilities of Reception Department at Elephants Hotel:
The main responsibilities of the reception department are:
Welcoming and guiding guests upon arrival and leave the hotel
Dealing with bookings by phone, email, letter, fax, or face-to-face
Performing check-in and check-out procedures
Telling guests about hotel facilities and services
Introducing guest to use the services of affiliates
Providing guests with necessary information and serving the needs of guests during their stay (keep keys, receive parcels, book airline/bus tickets, )
Allocating rooms and giving the keys to guests
Dealing with special requests from guests
Preparing bills and taking payments
Dealing with complaints or problems
3.2.3 Activities of the Reception Department at Elephants Hotel:
Figure 3: Reception Department Organization Diagram at Elephants Hotel
Taking responsibility for all activities of the hotel reception department
Planning, organizing, and coordinating all activities of the front desk department
Participating in interviews to select employees for the department
Welcoming groups of guests, VIP guests
Training and improving for department staff
Resolving guests’ complaints and emergencies occurring in the hotel
Supporting Marketing Department and perform some other tasks as directed by superiors.
Receiving and resolving guests’ booking requests.
Updating and transferring guests’ information, booking records to receptionists staff daily
Coordinating with the Marketing department to sell rooms
Maximizing room occupancy, selling price, and getting revenue for the hotel.
Doing welcome and check-in and check-out procedures for guests
Receiving and handling requests from guests
Providing information, advertisements, and hotel services for customers
Storing room keys and guests' valuables
Coordinating with other departments to handle emergency situations in the hotel.
Welcoming guests, receiving guests' luggage, guiding guests to check-in procedures at the front desk.
Supporting customers in the lobby: introducing services, calling a taxi,…
Transferring luggage to the guests’ room and when guests want to change rooms or make a check-out
Delivering letters, messages, parcels… to guests’ rooms.
Advising guests on local tourist attractions, dining when they request.
Updating guest's spending to guests' account at the hotel
Managing all the trade of the cashier department
Preparing payment records for guests
Saving information about guests who have stayed
Receiving and handling all calls to the hotel
Helping guests make outbound calls from the hotel
Providing information about services for guests via phone and emails
Recording customers' long-distance and international phone calls, transfer phone service bills to cashiers daily
3.2.4 Facilities of the Reception Department:
No Category Quantity Status of using
Room Classification of Elephants Hotel
Elephants Hotel has 14 floors with 144 rooms There are 4 room types with 4- star service:
Picture 2: Superior Double room at Elephants Hotel
This room is for one or two people with full facilities, one double bed.
There are 75 rooms in the hotel.
Picture 3: Deluxe Double/Twin room at Elephants Hotel
This room is for two people with full facilities, double or twin beds
There are 33 rooms in the hotel.
Picture 4: Junior Suite Room at Elephants Hotel
This room is for two to four people with full morden facilities, 2 rooms (separate bedroom and living room), 1 double bed, 2 toilets
There are 26 rooms in the hotel.
Picture 5: Grand Suite room at Elephants Hotel
This room is for four people with full modern facilities, 2 rooms (separate bedroom and living room), 1 large bed.
There are 10 rooms in the hotel.
The Guest Service Procedures of the Receptionist at Elephants Hotel
Figure 4: Receptionist Serving Procedures at Elephants Hotel
To make a reservation, the receptionist first checks the booking status of guests If a guest is already booked, the receptionist retrieves their booking details and prepares the room accordingly For guests without prior reservations, the receptionist provides essential information such as room rates and hotel services, and then inputs the guest's details into the hotel system.
During the check-in process, the receptionist will provide the services of the hotel, start to open guests’ accounts at the hotel, and track their fees.
During their stay, the hotel must provide the best service for customers.
At the check-out procedure, the main duties of the receptionist are to do the payment procedure, receive the room keys.
Analysis of Revenue and Guests number of Elephants Hotel
Unit: Billion Vietnam dong (B) Million Vietnam dong (M)
Table 3: Elephants Hotel Revenue Status (2020 – 2021)
Based on the data from table 3, we can see that the business profit at Elephants Hotel over the 2 years 2020 - 2021 have significant changes.
2020-2021: The revenue has significant decrease from 21,34B to 11,77B, decrease 9,57B
The reason for this sudden decrease is due to the spreading of COVID-19 Buon
Ma Thuot city itself does not have many tourists, but the disease still has a great effect on hotel revenue.
4.1.2 Number of Tourist to Elephants Hotel:
Table 4: Number of Tourists at Elephants Hotel (2018-2020)
According to the data presented, the majority of the hotel’s revenue is generated from business customers, with 80 to 90 percent of guests being business travelers Local guests account for approximately 10 to 20 percent, while foreign visitors are predominantly from the business sector, as Buon Ma Thuot city has a limited number of international tourists Additionally, leisure travelers typically do not choose Elephants Hotel, as its offerings do not align with their needs.
Analysis of Reception Service Quality at Elephants Hotel
4.2.1 Reception Staff at Elephants Hotel:
1 Quach Thi Ngoc Anh 26 Reception Manager University MS office
2 Le Thi Dieu Linh 23 Staff University MS office
3 Nguyen Thi Tuyet Thy 21 Staff College MS office
4 Nguyen Thi Thu Ha 23 Staff University MS office
5 Bui Thi Thu Thuy 22 Staff College MS office
6 Nguyen Huu Manh 22 Staff University MS office
7 Tran Quang Huy 21 Staff College MS office
Table 5: Reception staff at Elephants Hotel
The reception staff at Elephants Hotel consists of seven members, including two men, with ages ranging from 21 to 26 Due to the limited interaction with foreign guests in Buon Ma Thuot city, high-level foreign language certification is not a requirement for the receptionists Among the team, four hold university degrees while three have college qualifications The primary skill needed for the staff is proficiency in computer use to effectively deliver business services to customers.
4.2.2 Disadvantages of Staff at Elephants Hotel:
Hotel businesses in Buon Ma Thuot do not have many advantages Although Vietnam in recent years is taking a strong development in the hotel industry like in
Da Nang, Ha Noi, Hai Phong, Nha Trang, But Dak Lak does not have many good conditions, so the staff services at Elephants Hotel meet lots of disadvantages.
The Elephants Hotel experiences an average daily guest count of just 68, significantly lower than other hotels, largely due to the prolonged impact of the COVID-19 pandemic This decline in visitors has resulted in reduced income for the hotel's staff.
The absence of foreign visitors poses a challenge for Buon Ma Thuot city, as local hotel staff have limited opportunities to engage with international guests Without a strong emphasis on promoting tourism, the city's hotels may struggle to compete with other accommodations in the region in the future.
Evaluation
In April 2022, a questionnaire survey was conducted to assess the quality of service provided by the Reception staff at Elephants Hotel, involving 150 clients who utilized the hotel's services The survey was distributed via email to gather valuable feedback from the participants.
Table 6: Guests information at Elephants Hotel
Following the data in Table 6, we can see that Elephants Hotel guests are primarily local residents, middle-aged, and mainly come for business purposes
4.3.1 Customer Evaluation of Reception Department's Facilities and
Table 7: Customer Evaluation of Reception Department's Facilities and
The hotel consistently enhances its facilities and equipment across all departments, including the reception area According to data from Table 7, customer satisfaction remains high, with 62% of surveyed guests expressing they were very satisfied and 30% satisfied, resulting in an impressive 92% overall satisfaction rate The absence of dissatisfied guests highlights the hotel's commitment to continually improving its offerings, ensuring an exceptional experience for all customers.
4.3.2 Customer Evaluation of Reception Staff at Elephants Hotel:
4.3.2.1 Guests’ Evaluation of Receptionist’s Foreign Language Communication Skill:
Table 8: Guests’ Evaluation of Receptionist’s Communication Skills
Table 8 indicates that guests are largely satisfied with the communication skills of the Elephants Hotel receptionists, with over 65% expressing approval of their foreign language abilities However, a notable 5.44% of respondents reported dissatisfaction, highlighting the need for improvement in the receptionists' foreign language skills.
Understanding guests’ needs is the key to the success of the hotel, 85,68% of
Out of 150 guests, 91.55% expressed satisfaction with their experience, while 8.45% reported discomfort Although this percentage is relatively small, it highlights a notable difference when compared to the experiences of guests at a 4-star hotel, where many reported negative stays.
Guests expect a warm welcome and prompt service upon arrival at a hotel, highlighting the importance of efficient communication skills among receptionists According to data, 95% of guests receive immediate service, while 5% express dissatisfaction with their experience.
4.3.2.2 Guests’ Evaluation of Receptionist’s Serving Attitude:
Table 9: Guests’ Evaluation of Receptionist’s Serving Attitude
According to the data in Table 9, the majority of guests at Elephants Hotel express satisfaction with the attitude and service provided However, a notable 7.4% of the 150 guests reported feeling quite dissatisfied, indicating an area for improvement The hotel should prioritize addressing these concerns to enhance overall guest satisfaction in the future.
4.3.2.3 Guests’ Evaluation of Receptionist’s Uniform:
Table 10: Guests’ Evaluation of Receptionist’s Uniform
The Elephant Hotel's uniforms feature a simple yet elegant design, with female staff donning red ao dai and male staff dressed in suits This attire conveys a sense of professionalism and politeness, enhancing the overall guest experience Compared to other hotels, the uniforms at Elephant Hotel stand out for their modern and appealing appearance.
Picture 6: Elephants Hotel Staff’s Uniform
4.3.3 General Evaluation about the Service Quality of the ReceptionDepartment at Elephants Hotel:
Having a chance to work at Elephants Hotel as a receptionist, I can evaluate the service there and know its strengths and weaknesses
The receptionist plays a crucial role in the hotel industry, serving as the welcoming face of Elephants Hotel With extensive training in customer service, the staff is dedicated to ensuring that guests feel more at home than ever However, there are still areas for improvement in customer service As a new hotel, it is essential for the staff to enhance their professionalism and adapt to the demands of modern hospitality.
Strengths
Elephants Hotel has 2 years in the hotel business at Buon Ma Thuot city, the hotel reception department has some strengths:
The hotel has new and modern facilities
The attitude of the staff is good and is highly appreciated by the guests
Uniforms are eye-catching, suitable for work
The process of serving guests here is quite fast and specific, minimizing unnecessary steps but still ensuring enough information for guests.
The hotel has the young staff so they are dynamic and flexible
The hotel provides useful devices for receptionists to serve customers.
Weaknesses
The staff’s foreign language skills are not very good, so they are not confident in communication with guests from overseas.
The receptionists are quite young, so they don't have much working experience That’s a reason why sometimes the requests of guests are not solved in the best way.
Tourist Feedback
Based on the information I collected from 150 clients at Elephants Hotel, I will show their feedbacks about the reception department:
The hotel room price is suitable.
The receptionist is sometimes slow in solving requests.
The lobby is large and clean, making them feel comfortable while doing the check-in and check-out procedures.
The receptionist’s uniform is professional and polite.
Difficulties
Elephants Hotel has been operating for 2 years in the hotel business, but the number of guests and profit of the hotel is not high because of some following difficulties:
The staff are quite young, so they don’t have much experience
Not having many foreign guests does not give the staff the chance of communication overseas.
COVID-19 is the biggest difficulty for all accommodation industries.
Solutions
Train reception staff on foreign language skills
Follow the regulations on COVID-19 prevention to reduce the spreading of the disease.
Improve staff’s personality and behavior
Enhance the service quality of reception department by exchange the staff with other hotel to receive other hotel service experience
The reception manager needs to follow these steps:
To effectively serve guests, the reception department must establish clear targets derived from thorough research on customer needs and preferences, ensuring these objectives align with the hotel's operational capabilities.
- Have specific tasks for receptionists working
- Monitor and encourage staff to ensure they follow the right tasks.
- Compare the recent revenue and the target monthly
- Have a policy in reward and salary increase for reception staff and policy in the discipline
Quickly clean up the room for guests to avoid guest complaints
Update the room condition on time for receptionists
Update the hotel information on the hotel social media regularly
Create more sales programs and provide the information to the reception department
Promote guests to booking rooms online
Update bill daily for the reception department to do the finance report and for the check-out procedure.
Have a specific selling room plan for next year The rate of the guests using the room increased 10-20% Ensure the revenue increases by 10-15%.
Conclusions
Elephants Hotel has been 2 years working in the hotel industry at Buon Ma Thuot City The room price at the hotel is cheap for everyone when coming to Buon
As Vietnam's tourism industry flourishes, Elephants Hotel is dedicated to fostering a welcoming atmosphere and providing exceptional service for its guests The hotel consistently enhances its facilities and staff performance to remain competitive within the local hospitality market.
I would like to extend my heartfelt gratitude to my supervisor, Ms Do Thi Kim Cuc, for her unwavering guidance and support in completing my graduation paper I am also thankful to the lecturers of the Faculty of English Language for providing an excellent environment that enabled me to finalize this work successfully Additionally, I sincerely appreciate my reception manager and coworkers for their constant readiness to assist me in fulfilling my responsibilities during my time at work.
Suggestions
6.2.1 Suggestions for the Faculty of English Language of Duy Tan University :
Duy Tan University has the best facilities and lecture support for the student in learning and practicing, but it still has some weaknesses need improving:
The University should enhance its website by incorporating more detailed information and regularly updating notifications, ensuring that students can easily access timely information.
The University should ensure that all essential information is included in its social media posts, as the absence of contact details like phone numbers or emails makes it challenging for students to reach the appropriate departments.
Duy Tan University should add more tourism subjects to the learning program for the Tourism English major.
The colleges of Duy Tan University need more travel programs to have chances to practice in the real situation.
The University should contact more resorts, homestays, or hotels to help colleges working in the internship.
6.2.2 Suggestions for Reception Department at Elephants Hotel:
The hotel primarily serves local guests, which diminishes the emphasis on language skills However, as the city evolves and attracts more international tourists, the hotel may face significant challenges in competing with other establishments To prepare for this shift, the hotel should consider enhancing its language offerings and services to cater to a diverse clientele.
Recruit staff that have language certificates.
Register language class for staff and have the policy to pay half of the fee for the staff who have good results
Have contact with other hotels to trade the staff
Open foreign language training class for staff
Hire a foreign language professor to train for the staff.
Create the best time condition for staff can join the class.
Have a policy in reward and increase salary for staff to push them to try their best to improve their foreign language skill.
When the receptionists can fluently communicate and avoid mistakes, the quality of service will be improved.
6.2.2.2 Improve Staff Mental and Physical Life:
The reception department serves as the backbone of the hotel, handling and addressing all client complaints, which often places significant pressure on the staff It is essential for hotels to prioritize the physical and mental well-being of their reception team to ensure optimal performance and customer satisfaction.
The hotel should have a specific policy in increasing salary and bonus rewards for staff.
During holidays like Tet, it is essential for hotels to implement policies that ensure staff receive adequate rest days and bonus salaries for overtime work This is particularly important for employees who commute long distances, as they should be granted extended rest periods to recharge and maintain their well-being.
The hotel should pay more attention to staff mental life like visiting their family, having presents on holiday or when they got sick, …
The hotel should care and satisfy the needs of promotion of the staff Create a fair and friendly working environment.
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4 Hotel star rating systems meaning – star ratings explained (2020) Retrieved from: https://www.warehousehotel.com/manheim/blog/hotel-star-ratings-system
5 Hotel Industry: Everything You Need to Know About Hotels! (n.d) Retrieved from: https://www.revfine.com/hotel-industry/
We hope you have an amazing stay at Elephants Hotel Your feedback is invaluable to us, and we kindly ask you to answer the questions on this page Your insights will assist us in enhancing our services and making necessary improvements to ensure a better experience for all our guests.
Thank you very much for your help!
1 How many times have you been to Buon Ma Thuot city?
2 How many times have you used the hotel services at Elephants Hotel?
3 How can you know Elephants Hotel?
5 Your first impression when you use the service at Elephants Hotel
The facilities of the lobby
Serving manners, skills, knowledge of Receptionists
6 Please tick in the box that you satisfied according to the satisfaction level of the reception department
7 What made you most satisfied during the time you used our service?
8 To enhance the quality of the reception service, following your opinion, what should we do?
9 If you have a chance to come back to Buon Ma Thuot city, will you use again the service of Elephants Hotel Company?
Please give me your individual information: