AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS FOR MAINTAINING AND STRENGTHENING THE TOURIST ATTRACTION OF RECEPTION DEPARTMENT AT MUONG THANH LUXURY SONG HAN DA NANG HOTEL

NG UY EN TH I TH AO LI NH – 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 NGUYỄN THỊ THẢO LINH AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS FOR MAINTAINING AND STRENGTHENING THE TOURIST ATTRACTION OF RECEPTION DEPARTMENT AT MUONG THANH LUXURY SONG HAN DA NANG HOTEL GRADUATION PAPER IN ENGLISH LINGUISTICS DA NANG, 2022 DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION PAPER AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS FOR MAINTAINING AND STRENGTHENING THE TOURIST ATTRACTION OF RECEPTION DEPARTMENT AT MUONG THANH LUXURY SONG HAN DA NANG HOTEL Major: English for Tourism and Hospitality SUPERVISOR : ĐOÀN THỊ THANH TRANG, M.A STUDENT : NGUYỄN THỊ THẢO LINH CLASS : K24NAD2 STUDENT CODE: 24207211017 DA NANG, 2022 NGUYEN THI THAO LINH SUPERVISOR: DOAN THI THANH TRANG, M.A ACKNOWLEDGEMENT This graduation thesis could not be finished without the invaluable help, advice, and encouragement of many people that have contributed to my success First of all, I would like to express my sincere thanks to all the teachers of the Faculty of English who have imparted valuable knowledge to me during the time studying at the school The knowledge gained in the learning process is not only the foundation to complete the graduation thesis but also helps me in my future work Secondly, I would like to express my deepest gratitude to Ms Doan Thi Thanh Trang, who dedicated herself to guiding and helping me throughout the process of completing this graduation paper topic Besides, the deepest and the most sincerely feelings, allow me to express my gratitude to Ms Van Thi Trinh Hieu - Front Office Manager and all staff of Muong Thanh Luxury Song Han Da Nang Hotel for receiving, supporting and providing data to complete this graduation topic well Finally, I would like to thank my parents and friends for always supporting me and being firm spiritual support for me when facing difficulties Because of the limited knowledge, the graduation paper cannot avoid its shortcomings, I hope the teachers' suggestions for me to learn from experience and complete better Once again, I would like to express my thanks to everyone Wishing everyone success and happiness Yours sincerely, Nguyen Thi Thao Linh NGUYEN THI THAO LINH SUPERVISOR: DOAN THI THANH TRANG, 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 5th, 2022 NGUYỄN THỊ THẢO LINH NGUYEN THI THAO LINH SUPERVISOR: DOAN THI THANH TRANG, M.A ABSTRACT In this graduation thesis, i would like to analyze the real situation and some solutions in order to maintain and strengthen the tourist attraction of reception department at muong luxury song han da nang hotel this graduation thesis (a) begins with why i selected this topic (rationale), (b) presents some concepts involved in the reception department and the service quality, (c) describes muong luxury song han da nang hotel and the services of the reception department, (d) analyses and evaluates the service quality of the reception department and then (e) shows the difficulties that are being encountered and offer useful solutions to improve the service quality of the reception department at the hotel, finally (f) summarizes the content of the graduation thesis and make suggestions for the faculty, students as well as tan university by doing this research, i hope the muong luxury song han da nang hotel will in order to maintain and strengthen the tourist at the reception department and attract more and more visitors to the hotel NGUYEN THI THAO LINH SUPERVISOR: DOAN THI THANH TRANG, M.A LIST OF TABLES Table 3.2.3.1 Room rates at Muong Thanh Luxury Song Han Da Nang Hotel… 26 Table 4.1.1 Number of tourists coming to Muong Thanh Luxury Song Han Da Nang Hotel 55 Table 4.2.1 Evaluation of Guests about Facilities of the Reception Department at Muong Thanh Luxury Song Han Da Nang Hotel .57 Table 4.2.2 Labor structure of Reception Department at Muong Thanh Luxury Song Han Da Nang Hotel in 2019 and 2020 58 Table 4.3.1 The customer rated the service quality at Muong Thanh Luxury Song Han Da Nang Hotel 59 Table 4.3.2 The customer rated the service quality of the Muong Thanh Luxury Song Han Da Nang Hotel’s Reception Department 60 Table 4.3.3 Evaluation of Guests about the Service Procedure 62 NGUYEN THI THAO LINH SUPERVISOR: DOAN THI THANH TRANG, M.A LIST OF FIGURES Figure 2.3.4 The Relationship between Reception Department and Other Department in the Hotel 14 Figure 3.2.2.1 Organization of Muong Thanh Luxury Song Han Da Nang Hotel……22 Figure 3.3.2 Structure of the Reception Department in Muong Thanh Luxury Song Han Da Nang Hotel 50 Figure 4.3.1 The evaluation of Guests about Facilities of the Reception Department at Muong Thanh Luxury Song Han Da Nang 59 NGUYEN THI THAO LINH SUPERVISOR: DOAN THI THANH TRANG, M.A LIST OF ABBREVIATIONS FO : F&B : FOM : AFOM : GRO : REC : Front Office Food and Beverage Front Office Manager Assistant Front Office Manager Guest Relations Office Recreation NGUYEN THI THAO LINH SUPERVISOR: DOAN THI THANH TRANG, M.A TABLE OF CONTENTS ACKNOWLEDGEMENT .i SUPERVISOR’S COMMENTS 77 CHAPTER INTRODUCTION Rationale Tourism is now regarded as an important smoke-free economic sector in many nations throughout the world, including Vietnam Tourism has grown in popularity and has become an essential requirement for people as their spiritual lives become increasingly rich In addition, the integration of the global economy in general, and the Vietnamese economy in particular, has drawn an increasing number of commercial travelers to Vietnam These are the causes that drive the contemporary tourist industry's strong development, forcing all countries and enterprises to focus on offering highquality service to meet the growing number of customers' demands The hotel sector is a NGUYEN THI THAO LINH SUPERVISOR: DOAN THI THANH TRANG, M.A 10 unique tourism industry that has traditionally played an essential role in the national economy Da Nang is one of the coastal cities with a favorable geographical location to build and develop unique tourism capable of competing with famous domestic and foreign tourist centers To be able to serve the tourism business and to serve the needs of customers, a series of restaurants and hotels have grown rapidly in terms of both service quality and infrastructure A diversified hotel and restaurant system caters to the needs of all types of guests with varying spending levels In fact, not all hotels meet the needs of their consumers adequately to ensure their contentment The process of serving visitors in a hotel is highly complicated and tough, yet it has a significant impact on the hotel's product quality As a result, greeting guests at the reception desk is seen as a crucial stage in attracting and persuading clients They serve as a link between the hotel and its guests As a result, increasing the reception department's service quality is critical Furthermore, the hotel industry is becoming increasingly competitive, necessitating the development of solutions to improve service quality in order to gain a competitive advantage Muong Thanh Luxury Song Han Da Nang Hotel is one of the hotels that has an impact on the competition in Da Nang It is one of Muong Thanh Group's 5-star hotels; the group operates Indochina's largest private hotel chain Despite the fact that it has only been in existence for a little more than a year, the hotel's position has been cemented by an increase in the number of visitors To achieve that level of success, a portion of the hotel reception must be highlighted The receptionist has helped to create a positive impression of the hotel, the nation, and the people of Vietnam A hotel receptionist who does his or her job well not only fulfills his or her obligations but also learns a lot about communication, improves professional credentials, and contributes to the development of the company Although the hotel has achieved great success in 2019 as well as achieved great revenue, the emergence of the covid-19 epidemic quickly caused heavy losses to the NGUYEN THI THAO LINH SUPERVISOR: DOAN THI THANH TRANG, M.A 59 contribution to bring high revenue to the hotel business The good results achieved by the hotel during the period 2019-2020 are attributed to the strengths in amenities, infrastructure and service quality The hotel not only provides accommodation services but also food services, health care, entertainment, transportation, shopping, laundry, The receptionist department will well to welcome customers, understand the needs of customers and make the right choices and advice, and make customers spend more money on all of the hotel's premium accommodation facilities will help boost hotel revenues The hotel aims to provide customers with a comfortable, warm and luxurious environment with the desire that they will have the best time to stay The hotel as well as the reception department always promote its inherent strengths, although there are still many weaknesses that need to be overcome - - In addition to these advantages, there are challenges that hotels face, such as competitors, geographical location, The attitude at work is always their power for the receptionist department However, there are weaknesses in the variety of foreign languages and soft skills that need to be overcome During the course of operation, the management of the hotel has always made efforts to strengthen service quality management, upgrade and complete technical infrastructure system, regularly train staff, With comments showing the importance of the reception department in the hotel, we researched and gathered information from reputable sources to complete the topic: “An Investigation into the Real Situations and Some Solutions for Maintaining and Strengthening the Tourist Attraction of Reception Department at Muong Thanh Luxury Song Han Da Nang Hotel.” - - This study helps give practical and objective perspectives on the hotel in general and the reception department in particular and we have also provided solutions to address challenges and improve the service quality of Muong Thanh Luxury Song Han Da Nang Hotel With the real knowledge learned and the knowledge NGUYEN THI THAO LINH SUPERVISOR: DOAN THI THANH TRANG, M.A 60 coming from the research, I hope it will be useful for the development of the hotel - 6.2 Some Suggestions 6.2.1 Suggestions for the company The hotel industry has recently been hot, which implies competition has - intensified The issue is what the corporation will to get tourists to at the hotel To begin with, the hotel has been in existence for a long time; nevertheless, the - facilities are now obsolete As a result, in order to attract more tourists, the hotel's exterior must be updated to a newer, more upmarket design Second, in the digital age, the company should develop more communication - methods to reach out to more tourists who are aware of Muong Thanh Luxury Song Han Hotel via social media channels, such as Facebook, Instagram, OTA, or collaborating with Key Opinion Leaders (KOLS), etc Third, employees play a critical part in hotel operations As a result, the - organization must develop a policy to attract personnel and improve service quality through educating soft skills as well as in-depth expertise Last but not least, cooperation across departments, as well as effective work - coordination, are crucial to ensuring the best experience from the moment guests arrive to the moment they leave 6.2.2 Suggestions for Faculty of English As a student's Faculty of English at Duy Tan University, I would like to give my - suggestions to the faculty to improve the quality - - About curriculum, the curriculum should be paid more attention in giving students practice than teaching theory, students should be allowed to participate in extracurricular activities, practical and creating opportunities for student's English for Tourism students practice their skills and language Besides, I hope that the Faculty of English will have more foreign teachers to create more NGUYEN THI THAO LINH SUPERVISOR: DOAN THI THANH TRANG, M.A 61 opportunities to exchange, communicate as well as improve the English level of students - - About the internship time, six weeks of the internship is less so that students can practice, understand more deeply about work skills as well as improve their own experience The internship time should be from eight weeks to twelve weeks - NGUYEN THI THAO LINH SUPERVISOR: DOAN THI THANH TRANG, M.A 62 - REFERENCES [1] - Department of Hotel and Tourism Management, Petra College for Tourism and Archaeology, Al-Hussein Bin Talal University - [2] [3] - https://luanantiensi.com/khai-niem-chat-luong-dich-vu https://hotelcareers.vn/kien-thuc-nganh/gioi-thieu-ve-bo-phan-le-tan- khach-san - [4] Jerome J Vallen, Check In – Check Out - [5] Agusanwar, Resepsionist Hotel - - - NGUYEN THI THAO LINH SUPERVISOR: DOAN THI THANH TRANG, M.A 63 - APPENDIX - QUESTIONAIRES - - Dear Sir/Madam! - - My name is Nguyen Thi Thao Linh I am currently a 4th-year student majoring in English for Tourism at Duy Tan University, Da Nang city I practiced at the Reception Department of Muong Thanh Luxury Song Han Da Nang Hotel for weeks Currently, I need some information and practical data to complete the graduation thesis: “An Investigation into the Real Situations and Some Solutions for Maintaining and Strengthening the Tourist Attraction of Reception Department at Muong Thanh Luxury Song Han Da Nang Hotel.” - - Therefore, I would greatly appreciate it if you could spend some of your time answering some of the questions below Your opinion will provide me with a lot of useful information for my research and finally to be able to improve the service quality of the Reception Department at Muong Thanh Luxury Song Han Da Nang Hotel - - I pledge to you that your personal information will be kept confidential and will not be used for any other kind of business - - Thank you very much for your help! - … ……………………… …………… *****………………………………………… - NGUYEN THI THAO LINH SUPERVISOR: DOAN THI THANH TRANG, M.A 64 - A PERSONAL INFORMATION - Name : - Gender : Male/ Female Age: - Nationality : - Number of room : - Email : - Contact : - B SURVEY How many times have you stayed at Muong Thanh Luxury Song Han Da Nang Hotel? o The first time o The second time o The third time o More than third o How did you know about Muong Thanh Luxury Song Han Da Nang Hotel? o Travel agent o Internet o Relatives, friends o How long have you stayed at the hotel? o One night o Two nights o Three nights o More than three o How you feel about the hotel's decoration? o Luxurious, trendy o Elegant, polite o Normal o Not eye-catching o How you rate the facilities and equipment at the hotel? o Very useful o Convenient NGUYEN THI THAO LINH o Normal o Not good at all SUPERVISOR: DOAN THI THANH TRANG, M.A 75 o Have you enjoyed the food at the Hotel Cemellia Restaurant yet? o Already o Not yet 75 o How you feel about the food at the restaurant? o Extremely delicious o Quite delicious o Moderately delicious o Not at all delicious o o Please indicate your satisfaction level with the information about the Reception Department at Muong Thanh Luxury Song Han Da Nang Hotel Rated on a scale from to as follows: o 1: Very Satisfied 2: Satisfied 3: Normal 4: Unsatisfied 5: Very Unsatisfied 76 o o o Design and decoration of the department o o o o o o Facilities and equipment at the department o o o o o o Appearance (presentable uniform, neat hair) of o o o o o o How friendly is the Receptionist? o o o o o o The service attitude of the Receptionist o o o o o o Guest service process of the department o o o o o o The receptionist's ability to communicate in o o o o o foreign languages o Communication skill o o o o o o Ability handle problems o o o o o o The receptionist's level of knowledge o o o o o o How helpful was the concierge throughout the o o o o o o o o o o the Receptionist guest’s stay? o Ability to coordinate with other departments o 76 o Overall, at what level were you satisfied with Muong Thanh Luxury Song Han Da Nang Hotel? o Very satisfied o Satisfied o Normal o Unsatisfied o Very Unsatisfie o 10 How likely are you to stay at our hotel again? 77 o o o o Extremely likely Quite likely Somewhat likely Not at all likely o o 11 Will you introduce Muong Thanh Luxury Song Han Da Nang Hotel to other people? o No, I won’t o I’m not sure o Yes, I will o C THE OTHER COMMENT o o o o o o o o o o o 77 o SUPERVISOR’S COMMENTS o o o o o o o o o o o o o o o o o o o o o o o o o o o 77 o o 74 o o o o o o 74 o o o o o o ... http://www.luxurysonghan.muongthanh.com 3.2.1 General information Muong Thanh Luxury Song Han Da Nang Hotel is one of Muong Thanh Hotel Group's luxury hotels in Da Nang City Muong Thanh Luxury Song Han. .. choose the topic: ? ?An Investigation into the Real Situations and Some Solutions for Maintaining and Strengthening the Tourist Attraction of Reception Department at Muong Thanh Luxury Song Han Da Nang. .. process and the real situations and some solutions for maintaining and strengthening the tourist attraction of the receptionist at Muong Thanh Luxury Song Han Da Nang Hotel - Figure out the strengths