AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS FOR IMPROVING THE QUALITY OF SERVICES AT RECEPTION DEPARTMENT AT SANDY BEACH NON NUOC RESORT

DU ON G TH I Q UY NH NH U– GR AD UA TI ON PA PE R IN EN GL IS H LI NG UI ST IC S202 DUY TAN UNIVERSITY FACULTY OF ENGLISH DUONG THI QUYNH NHU AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS FOR IMPROVING THE QUALITY OF SERVICES AT RECEPTION DEPARTMENT AT SANDY BEACH NON NUOC RESORT GRADUATION PAPER IN ENGLISH LINGUISTICS DA NANG, 2022 DUY TAN UNIVERSITY FACULTY OF ENGLISH 2 Graduation Thesis Supervisor: Nguyen Thi Thu Hien, M.A GRADUATION PAPER AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS FOR IMPROVING THE QUALITY OF SERVICES AT RECEPTION DEPARTMENT AT SANDY BEACH NON NUOC RESORT Major: English for Tourism Code : 702 SUPERVISOR : NGUYỄN THỊ THU HIỀN, M.A STUDENT : DƯƠNG THỊ QUỲNH NHƯ CLASS : K24 NAD3 STUDENT CODE: 24207205903 DA NANG, 2022 Student: Duong Thi Quynh Nhu Code: 24207205903 3 Graduation Thesis Supervisor: Nguyen Thi Thu Hien, M.A ACKNOWLEDGEMENT To complete my graduation thesis, with the deepest gratitude, I would like to thank the teachers at the Faculty of English - Duy Tan University with their knowledge and enthusiasm to impart valuable knowledge to us during the study period at school Especially, I would like to send my deepest thanks to Ms Nguyen Thi Thu Hien, who enthusiastically guided and helped me complete this graduation thesis I also sincerly thank the Board of Directors of Da Nang Ben Thanh Non Nuoc Tourism Joint Stock Company, departments for creating favorable conditions for me to learn about reality during my internship at the company Then, I would like to thank the Reception Desk staff for their helping me a lot in the internship period and for answering questions helps me gain more understanding and knowledge to build my graduation thesis Finally, I would like to wish the teachers of the Faculty of English and Ms Nguyen Thi Thu Hien good health and faith to continue to carry out their noble mission of imparting knowledge to future generations May Sandy Beach Resort grow stronger and stronger in the future and wish the staff always success in conquering the tourism path Your sincerely, Student Duong Thi Quynh Nhu Student: Duong Thi Quynh Nhu Code: 24207205903 4 Graduation Thesis Supervisor: Nguyen Thi Thu Hien, M.A STATEMENT OF AUTHORSHIP Except where reference is made in the text of the thesis, the graduation paper contains no material published elsewhere or extracted in the whole or in part from a thesis by which have qualified for or been awarded another degree or diploma No other person’s work has been used without due acknowledgement in the thesis This thesis has not been submitted for award of any degree or diploma in any other tertiary institution Danang, May 2022 DƯƠNG THỊ QUỲNH NHƯ Student: Duong Thi Quynh Nhu Code: 24207205903 5 Graduation Thesis Supervisor: Nguyen Thi Thu Hien, M.A ABSTRACT The graduation paper focuses on analyzing the current situation at Sandy Beach Non Nuoc Resort This study attempts to investigate the strengths and weaknesses in the performance of the resort’s Reception Department Some tables of the number of guests as well as the business of Sandy Beach Non Nuoc Resort are icluded to make my paper intelligible to all the readers By discussing these problems, I will present some suggestions to enhance the quality of the Reception Department in Sandy Beach Non Nuoc Resort Student: Duong Thi Quynh Nhu Code: 24207205903 6 Graduation Thesis Supervisor: Nguyen Thi Thu Hien, M.A LIST OF TABLES Student: Duong Thi Quynh Nhu Code: 24207205903 7 Graduation Thesis Supervisor: Nguyen Thi Thu Hien, M.A LIST OF FIGURES Student: Duong Thi Quynh Nhu Code: 24207205903 8 Graduation Thesis Supervisor: Nguyen Thi Thu Hien, M.A TABLE OF CONTENTS Student: Duong Thi Quynh Nhu Code: 24207205903 9 Graduation Thesis Supervisor: Nguyen Thi Thu Hien, M.A CHAPTER INTRODUCTION 1.1 RATIONALE The year 2022 is an extremely important milestone marking the return of Vietnam's service industry after two years of temporary freeze due to the influence of the Covid pandemic Experiencing a period of facing unprecedented difficulties that caused the tourism market and tourism activities to be broken and stagnant, this is the time to help this smokeless industry gradually recover and adapt flexible response to the epidemic is still facing many dangers and challenges Although the development has not been able to reach the rapid pace as before, the competitive environment in tourism business is becoming more and more fierce Therefore, if they want to survive and develop in the current conditions, it is imperative that businesses find appropriate policies and measures to enhance their service quality and affirm position in the tourism market In the tourism business, service quality and staff are two factors that make each brand different Therefore, the reception is also one of the important factors that create the image of the business in the minds of customers This is an opportunity for resorts and hotels to increase loyal customers instead of having to pay expensive fees to collect potential customers Sandy Beach Non Nuoc Resort belongs to Ben Thanh Non Nuoc Tourism Joint Stock Company, is a resort rated four stars by the Vietnam National Administration of Tourism However, through the time of internship and research, I realized that the service quality of the Reception department here still has some shortcomings This not only makes the resort not meet the Student: Duong Thi Quynh Nhu Code: 24207205903 10 10 Graduation Thesis Supervisor: Nguyen Thi Thu Hien, M.A requirements of the evaluation criteria, but also reduces its competitive advantage in the tourism market Recognizing the urgency of the above issues, along with the guidance and dedicated suggestions of the my supervisor, I chose the topic “An Investigation Into The Real Situation And Some Solutions For Improving The Quality Of Services At Reception Department At Sandy Beach Non Nuoc Resort” for graduation thesis 1.2 AIMS AND OBJECTIVES In the study, I would like to clarify the functions, duties and importance of the Reception Department in the resort business Also, research and evaluate the current status of service quality at the Reception department of the Sandy Beach Non Nuoc Resort, thereby proposing solutions and recommendations with synchronization to improve the service quality of the resort's Reception Department 1.3 SCOPE OF THE STUDY Scope of the content: Investigate theoretical and practical issues on service quality of the Reception Department in order to enhace service efficiency Scope of the time: Field survey from December 20, 2021 to February 18, 2022 In addition, the statistics and associated records are collected from 2020 to present 1.4 METHOD OF THE STUDY In the process of writing this thesis, I have used the method of analysis, comparison, combined with theory and practical investigation to evaluate the service quality at the Reception Department of Sandy Beach Non Nuoc Resort Student: Duong Thi Quynh Nhu Code: 24207205903 Graduation Thesis Supervisor: Nguyen Thi Thu Hien, M.A REFERENCES BOOKS (1) Nguyễn Văn Mạnh Hoàng Thị Lan Huơng (2008) Quản Trị Kinh Doanh Khách Sạn Đại Học Kinh Tế Quốc Dân, Hà Nội (2) Sơn Hồng Đức (2012), Quản trị kinh doanh khu nghỉ dưỡng, NXB Phương Đơng, Tp Hồ Chí Minh ONLINE MATERIALS (3) Nguyễn Thị Hồng Đào, Quản trị khu du lịch [electronic lectures] Retrieved from https://123docz.net//document/2537339-quan-tri-khudu-lich.htm (4) Reception department, functions and responsibilities (n.d.) Retrieved from https://www.betterteam.com (5) Sở Du lịch Thành phố Đà Nẵng Retrieved from https://tourism.danang.gov.vn (6) Sandy Beach Non Nuoc Resort informations (n.d) Retrieved from https://www.sandybeachdanang.com (7) Tổng cục du lịch Việt Nam Retrieved from https://vietnamtourism.gov.vn/ Student: Duong Thi Quynh Nhu Code: 24207205903 Graduation Thesis Supervisor: Nguyen Thi Thu Hien, M.A APPENDIX QUESTIONAIRE Dear Valued Guest, Let’s Us Know What You Thought Of Your Stay! Sandy Beach Non Nuoc Resort wants to make your lodging experience as satisfying as possible Please take a moment to complete the Sandy Beach Non Nuoc Resort guest satisfaction survey below to let us knwo what you thought about our resort Your comments are important to us, and we appreciate you taking the time to share them Rest assured your private information is protected by our Privacy Policy Check – in Date* Check – out Date* Was this your first visit to our resort?* Yes No What influenced your decision to stay at our resort?* Advertisements Business reasons Location Price Recommended by someone I know Recreational facilities Reputation I’m regular customer Other How did you hear of our resort? * Internet Friend/ Relative Student: Duong Thi Quynh Nhu Newspapers Code: 24207205903 Graduation Thesis Supervisor: Nguyen Thi Thu Hien, M.A Brochures/ Leaflets Television Other:…………… Please read each statement carefully and tick ( ) the response code which most closely corresponds to your own view = Very satisfied = Satisfied = Normal = Dissatisfied = Very dissatisfied OVERALL IMPRESSION Please rate your experience at Sandy Beach Non Nuoc Resort on the following: Overall service received* Overall physical condition of your condo*                     Appearance of resort exterior* Condition of lobby and reception area* ABOUT THE PERFORMANCE OF THE RECEPTIONISTS Responsiveness to your needs* Professional, courteous attitude* Professional apperance* Knowledge about Sandy Beach                     Resort and local area* Student: Duong Thi Quynh Nhu Code: 24207205903 Graduation Thesis Supervisor: Nguyen Thi Thu Hien, M.A    Speed of check-in process* Speed of check-out process*             Ability to communicate in foreign Languages* (if you’re international guestes) ABOUT THE CONDOMINIUM AND OF ROOM FURNISHINGS Overall cleanliness of your condo* Overall physical condition of room & furnishings* Overall operation of heating & A/C*                How did your quality of sleep for this stay compare to similarly priced resorts and condos?* Much Better Somewwhat Better About the Same Somewhat Worse Much Worse PROBLEM RESOLUTION During your stay did you experience any problems? * Yes No Did the problem get resolved during your stay? * Yes No Any other comments or suggestions:………………………………………… ABOUT YOU What was the primary reason for this stay? * (Please check all that apply) Pleassure/ Leisure Student: Duong Thi Quynh Nhu Business Code: 24207205903 Graduation Thesis Supervisor: Nguyen Thi Thu Hien, M.A Family Reunion Couple Event Name:………………………… Email*:…………………………………… Date of Stay:…………………… Condo#:…………………………………… Student: Duong Thi Quynh Nhu Code: 24207205903 Graduation Thesis Supervisor: Nguyen Thi Thu Hien, M.A SUPERVISOR’S COMMENTS ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… Student: Duong Thi Quynh Nhu Code: 24207205903 Graduation Thesis Supervisor: Nguyen Thi Thu Hien, M.A EXAMINER’S COMMENTS ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… Student: Duong Thi Quynh Nhu Code: 24207205903 ... with the guidance and dedicated suggestions of the my supervisor, I chose the topic ? ?An Investigation Into The Real Situation And Some Solutions For Improving The Quality Of Services At Reception. .. medical declaration, etc 3.3.3 The quality of Reception Department at Sandy Beach Non Nuoc Resort 3.3.3.1 The Quality of Receptionists at Sandy Beach Non Nuoc Resort This table illustrates the academic... EVALUATION TO THE QUALITY OF THE RECEPTION DEPARTMENT AT SANDY BEACH NON NUOC RESORT 4.3.1 Strengths There are many factors that have created the brand of Sandy Beach Non Nuoc Resort, thereby helping this