AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO IMPROVING THE SERVICE QUALITY OF THE RECEPTION DEPARTMENT AT HAIAN BEACH HOTEL

82 - DL MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION THESIS NGUYEN THI HONG VY AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO IMPROVING THE SERVICE QUALITY OF THE RECEPTION DEPARTMENT AT HAIAN BEACH HOTEL DA NANG – MAY 2022 MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION THESIS NGUYEN THI HONG VY AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO IMPROVING THE SERVICE QUALITY OF THE RECEPTION DEPARTMENT AT HAIAN BEACH HOTEL SUPERVISOR : DUONG HUU PHUOC, M.A STUDENT : NGUYEN THI HONG VY CLASS : K24 NAD6 STUDENT CODE : 24207202646 DA NANG – MAY 2022 GRADUATION PAPRE SUPPERVISOR: DUONG HUU PHUOC, M.A ACKNOWLEDGEMENT In the process of completing this research paper, I have received great deal of helps, guidance and encouragements from teachers and friends First of all, I would like to express my deepest thanks to my supervisor, Mr Duong Huu Phuoc who given me suggestions on how to shape the study and always been most willing and ready to give me valuable advice, helpful comments as well as correction of my research paper, who inspired us so much to this thesis Secondly, I would like to express my gratitude to all teachers in foreign language department of Duy Tan University for their lectures years that help me much in completing this paper Nothing more, I would like to sincerely thank HAIAN Beach Hotel for helping me have a good environment, providing me with practical data to successfully complete this graduation internship Finally, my special thanks approve to my parents for their endless love, care and have most assistances and motivation me for the whole of my life I would also like to thank my brothers and sisters, friends and friends who have supported and cared for me during the past time so that I can complete the thesis in the best way GRADUATION PAPRE SUPPERVISOR: DUONG HUU PHUOC, M.A STATEMENT OF AUTHORSHIP I declare that, to the best of my knowledge, this paper contains no previously published content It does not use any material previously submitted for a degree or certificate at my university, in whole or in part, unless a proper reference is included in the text Without acknowledgment in the graduation paper, no other person's work has been utilised This thesis has not been submitted to any other educational institution for the award of a degree or diploma Da Nang, May 2022 Student NGUYEN THI HONG VY GRADUATION PAPRE SUPPERVISOR: DUONG HUU PHUOC, M.A ABSTRACT This graduate paper researches the service process and gives some suggestions to improve the service process of the Front desk at HAIAN BEACH Hotel Besides the factor of service quality, the receptionist's process of service is an important factor affecting the business activities of any travel business.After discussing those problems, I would like to point out the strong points and weak points of reception department From this, I can give some suggestion to improve its service process GRADUATION PAPRE SUPPERVISOR: DUONG HUU PHUOC, M.A LIST OF TABLES Table The workforce qualification of the Front Desk office at HBH 28 Table The age of the hotel receptionist HAIAN Beach .31 Table Standards of the front office department’s 32 Table shows the percentage of customers who madereservations through various sources 33 Table Quality of Service Welcomes Guest 35 Table Customer Satisfaction on Check-in time 36 Table Customer Satisfaction on Check-out time .37 Table Service attitude of HBH front desk 38 Table 10 shows the number of guests staying at HAIAN Beach hotels , broken down by source of visitors 39 Table 11 shows the number of guests to the 40 Table 12 shows the rate of tourist satisfaction with the policies of the HAIAN Beach hotel 42 GRADUATION PAPRE SUPPERVISOR: DUONG HUU PHUOC, M.A LIST OF FIGURES Diagram1: The Structure of the Reception Department 11 Diagram HAIAN Beach Hotel’s Organization 19 Diagram Front Office Department 22 GRADUATION PAPRE SUPPERVISOR: DUONG HUU PHUOC, M.A LIST OF CHART Chart Foreign Language Skills of HAIAAN Beach Hotel's Receptionist .29 Chart Rate of Reservation Guests .34 Chart From 2018 to 2020, the proportion of tourists by type of visitor 41 GRADUATION PAPRE SUPPERVISOR: DUONG HUU PHUOC, M.A LIST OF ABBREVIATIONS GSA : Guest Service Officer HBH : HAIAN BEACH HOTEL DTU : Duy Tân University GRADUATION PAPRE SUPPERVISOR: DUONG HUU PHUOC, M.A TABLE OF CONTENTS ACKNOWLEDGEMENT .i STATEMENT OF AUTHORSHIP ii ABSTRACT iii LIST OF TABLES iv LIST OF FIGURES .v LIST OF CHART vi LIST OF ABBREVIATIONS .vii CHAPTER 1: INTRODUCTION 1.1 Justification 1.2 Goals and Objectives .2 1.2.1 Goals 1.2.2 Objectives .2 1.3 The Study's Scope 1.4 The Study's Method .2 1.5 The Study's Organization CHAPTER 2: THEORETICAL BACKGROUND 2.1 Hotel 2.1.1 Definitions 2.1.2 Categorization 2.1.2.1 Size-based classification 2.1.2.2 Clientele and Location-Based Classification 2.1.2.3 Star-Based Classification 2.1.2.4 Staying Duration-Based Classification 2.2 Reception Department 10 2.2.1 Definitions of Reception Department 10 2.2.2 Functions of Reception Department .10 - Some new front desk staff are unable to meet employment requirements due to a lack of work experience - Some essential supplies for serving during the outbreak are still missing from the front desk's inventory CHAPTER 5: DIFFICULTIES AND SOLUTIONS 5.1 Difficulties The receptionist, sometimes known as the hotel's "representative face," is the first and last person to engage with guests It can be claimed that the receptionist has a big influence on whether or not guests return to the hotel As a result, they must be well-educated, fluent in a foreign language, wellversed in social culture, and exceptionally sensitive and quick in all situations During my internship at, I discovered that the receptionist's service process had issues that the receptionist and hotel management needed to address in order to effectively serve the guests - The number of newspapers placed on the shelves is limited, not abundant There is a lack of publications on Vietnam, its people, famous tourist spots and landscapes in Danang - There is also a ddeert clock at the front desk, which is convenient to see the time - In the fact that guests make reservations directly by phone or indirectly through travel agencies, HBH's reception staff not handle it quickly -The majority of HBH's receptionists are in their early twenties Despite their enthusiasm, their experience and working abilities are still insufficient - The reception of the receptionist to resolve customer complaints is sometimes not be satisfactory Sometimes employees not take the initiative in dealing with it the requirements of guests, also depend on consulting from superiors - Some of the receptionists think the off-guest phase is the last stage of the service process, and it is not important, so they not have a cheerful, smiling attitude at the guests In general, the HAIAN Beach Hotel's front desk department has met the fundamental requirements of a 4-star hotel As a result, in order to retain and improve what has been and is, measures to increase quality at the front desk are required Furthermore, it is to correct flaws and enhance outdated rules and techniques that are no longer appropriate for today's tourists 5.2 Solutions In the face of increasingly tough competition in the contemporary hotel business climate, the level and communication skills of receptionists are increased, as well as the quality of products and services, is an enormously crucial factor that decides the hotel's existence Below are measures to improve service process of reception department at HBH 5.2.1 Enhance the HBH lobby's quality of services Upgrading the hotel's equipment system is not a simple task; it necessitates a substantial investment and a considerable period of time The business will suffer if the management board lacks a proper plan During the survey, I'd like to suggest the following alternatives for improving technological facilities: It is necessary to remodel the front desk to make it more attractive because it is such an important face of the hotel, such as by using fresh flowers to decorate the counter every day to keep it looking fresh and alive To help tourists better understand our country, more folds, hotel business cards, and the arrangement of publications about Da Nang's people, tourism attractions, and entertainment places are required at the counter charge Besides, the hotel needs to hang some more pictures of the beautiful scenery of Da Nang city such as Non Nuoc, My Khe beach, Ba Na to create more lively space for the hotel -Upgrade and repair computers on a regular basis to guarantee that they run quickly and meet the needs of clients -Always keep the telephone line system in good working order to ensure easy communication within the hotel as well as between the hotel and the outside world - Because the hotel phone system frequently fails, causing the receptionist's progress to be hampered 5.2.2 Solutions for HBH's front desk department 5.2.2.1 Improve the receptionist's foreign language skills HBH is a 4-star international hotel Moreover, the hotel market is mainly European, Asian and a domestic tourists Therefore, it can be said that the main language of communication of the receptionist is English In general, HBH's reception staff are able to speak English, but HBH needs to encourage the staff to improve their knowledge because sometimes the staff sometimes mistakenly hear the guest because the language level is not really solid The hotel should support the following forms in order to increase foreign language proficiency:  Invite foreign language experts to offer classes immediately at the hotel  Incentivizes an employee to enroll in outside language programs by offering to pay tuition if the person does well  Allow time for staff to participate in classes  Encouraging employees to self-supply knowledge through hotelsponsored group events  Employees must be rewarded and their incomes increased in order for them to be proactive and active in increasing their abilities, particularly foreign language fluency The receptionist's service process would be improved and increased if she can communicate smoothly and avoid mistakes 5.2.2.2 Develop the receptionist's qualities and morals, particularly how to interact with guests The reception area has the most direct touch with visitors Customers' questions and requests are directed to the front desk section The target market is diversified and large As a result, in order to please all types of guests who visit the hotel, the receptionist must be skilled in dealing with them, possess the necessary background knowledge to understand each type of guest's psychology, and always pay attention to their needs When customers complain, the receptionist should not look to be eager to quarrel, steal words, or confirm with them It is vital to listen, thank, and devise strategies for dealing with the problem and overcoming flaws The customer is not always right, but we should remember that they are the ones who provide the hotel with a source of profit Complaints of guests are not always satisfactory, but there is certainly a reason from the hotel's facilities, the hotel services or the staff in the hotel Therefore, the staff must listen and absorb complaints in order to improve themselves Front desk staff need to grasp a few requirements when dealing with guest complaints: • Maintain a calm and confident demeanor at all times This will assist the receptionist in having the wisdom to provide the appropriate solution quickly and flexibly • Find the most reasonable answer to problems in a timely and efficient manner • Without the presence of hotel administration, the receptionist must be adaptable and dynamic in handling problems • If a client's concern cannot be remedied, the guest must be informed If the complaint is beyond the scope of power, it must be escalated • Employees are not authorized to make any promises to clients that are above their authority, and they must specify the exact moment the problem will be resolved Steps to resolving complaints: • Pay attention to and document pertinent information such as guest names, room numbers, and customer concerns • Express regret to guests and express your sorrow for them • Pay close attention to the situation and repeat it so that the visitors can see that the staff is aware of the issue • Offer a variety of options for clients to pick from while also promising to deliver on your promises • Submit a report to the appropriate department for resolution • Thank the guest for their feedback to the hotel • Determine whether or not the guests are satisfied • Make a note of the incident in the daily diary 5.2.2.3 Fostering and paying more attention to the receptionist's material and spiritual lives So it can be said that the work pressure of the receptionist's staff is great Furthermore, the workload of the front desk department is enormous Therefore, the hotel should have policies to pay more attention to the material and spiritual life of workers +Employees should have a specified compensation rise policy Holidays work outside of hotel hours, so there is a type of encouragement and reward, not only in the form of compensatory leave but also in the form of extra compensation These days, those who live far away or who have exceptional circumstances are given priority Organize a break ahead of time and take longer days off +The hotel should give more attention to the spiritual lives of its employees and their families, including visits, gifts on holidays, birthdays, illness, and filial piety Promotion and promotion programs should be offered by HBH executives Many employees, particularly outstanding young people, are concerned about this issue As a result, promotion promotion goals will serve as a powerful motivator for people to strive for, practice, and improve their personal abilities 5.2.3 HBH's front desk department's service method is being improved The reception department at HBH is critical to the hotel's ability to serve customers during their stay The entire process of serving guests, from receiving rooms, registering hotels, etc., through checking out and paying, follows a specific service protocol established by the reception department However, in actuality, there are numerous complaints and dissatisfactions with the reception and other practical stages' service quality We should not undervalue the importance of greeting and escorting guests, as they are critical steps in the receptionist's service process As a result, we recognize the significance of these two phases and take the following steps to reduce errors and assure a seamless service process: - Guests should not be kept waiting at the reception desk for long periods of time, especially for temporary residence registration, hotel registration, and final payment - Make sure that no one in the reception department offends guests with their words, gestures, or service attitude - The sending off of guests is the final step in the service process, but the receptionist must always be friendly and happy, and create an appointment for the client to return to the hotel if he or she has the opportunity to visit Danang again To so, you must be attentive and eager to assist guests, compassionate and friendly toward them, and have a pleasant and courteous attitude toward them in order to reduce their waiting time The receptionist must arm oneself with the required knowledge and information in order to serve the guests with caution, beautiful gestures, and appropriate words Consumers should be treated with honesty and respect, and all hotel employees should view customers as the primary goal of their employment My goal is to protect our interests, as well as the interests of the hotel and its guests Completely implement the system of processes and rules, and keep errors to a minimum In brief, servicing clients requires paying attention to both sides at the same time, namely the service attitude and skillful talents to complete the service process swiftly, thereby creating a positive impression on customers from the start to the end of their stay 5.2.4 Alternative options - The pricing approach is flexible and appropriate In order to keep and retain guests during the off-season, the breakeven pricing must be determined - It is necessary to open more types of entertainment services for guests to relax during their stay at the hotel - Establish positive relationships with local authorities in order to enlist the assistance of departments while also handling temporary registration for visitors - Send customers keepsakes featuring the hotel's and Danang's logos This shape will provide excellent efficiency at a low cost - Issue hotel invitations to the airport, railway station for quick access, especially in low season Above are the proposals I made during my internship at HBH to improve the front desk service procedure For the foreseeable future, I expect HBH to maintain its brand name in the tourism industry in Vietnam in general and Da Nang in particular CHAPTER 6: CONCLUSIONS AND RECOMMENDATIONS 6.1 Conclusion Finally, this graduation thesis focuses on providing the most basic elements of the HAIAN Beach hotel's service system, as well as examining the reception department's strengths and shortcomings, as well as the overall effectiveness of service quality solutions All data and information is gathered from actual surveys as well as respected and trustworthy web reference sites In addition, I obtain statistics from the HAIAN Beach hotel, ensuring a high level of trustworthiness Based on my study and assessment of the state of front desk service at the HAIAN Beach hotel, I have provided some recommendations to improve the reception department's service quality Due to a lack of time, my study has numerous errors, and my professional qualifications and experience are limited, but I was able to complete this thesis with the assistance of my leading instructor, MA DUONG HUU PHUOC Again, I appreciate the lecturers of the Foreign Languages department at Duy Tan University, as well as the management and the entire staff of the HAIAN Beach hotel reception, for their dedication to helping me finish this thesis 6.2 Recommendations I have some proposals for the Faculty of English based on my experience at HBH, and I hope that these suggestions will be valuable to my department To begin with, the internship period should be extended because six weeks was insufficient for students to fully acquire working abilities As a result, I believe two months is a reasonable amount of time Second, I believe that during the learning process, instructors should organize field trips to allow students to practice and observe more work skills This keeps pupils from being perplexed during internships and future employment Aside from that, the faculty should arrange a number of English clubs for students to meet and discuss ideas in order to assist them gain confidence when talking with foreigners Finally, the institution should host several career and training seminars for students to assist them in clearly orienting their future lives QUESTIONAIRE Greetings, Sir/Madame Nguyen Thi Hong Vy is my name I am currently a senior at Duy Tan University in Da Nang, where I am majoring in Tourism English For six weeks, I worked as a trainee at the HAIAN Beach Hotel In reality, I'm looking for criticism on my graduation paper As a result, I'd appreciate it if you could devote extra time to addressing many of the following questions Your feedback will give me with a wealth of information for my research and, ultimately, to improve the quality of service at the HAIAN Beach Hotel's front desk I thus guarantee that your personal information will be kept private and will not be shared with anybody else Thank you for your consideration and support Information about the customer Sex: MaleFemale Age: Nationality: Job: Do you spend a lot of time in Da Nang going to different places? YesNo Service attitude is an important factor, so are you satisfied with the attitude of the reception department at HBH Hotel? YesNo If you say no, please explain why: ……………… Is the reception service at HBH hotel qualified to make you comfortable? YesNo If you say no, please explain why: ……………… How would you rank the receptionist department's facilities? Very satisfied SatisfiedNormal Quite satisfied Dissatisfied Is the space of the front desk qualified to your satisfaction? Very satisfied SatisfiedNormal Quite satisfied Dissatisfied How would you rate the service quality? Very satisfied SatisfiedNormal Quite satisfied Dissatisfied How you rate the ability of the staff to handle situation? Very satisfied SatisfiedNormal Quite satisfied Dissatisfied Do the staff's communication skills satisfy you? YesNo 10 Finally, would you be willing to recommend The HAIAN Beach hotel to your friends, relatives, colleagues, etc.? Definitely yesNot sure No Please jot down any feedback you have for us to improve the quality of our services as well as the quality of our workforce: Thank you very much for your assistance! REFERENCES English Books: Mr Morcel Gotie (2015), Tourism and Hotel Vietnam-Singapore training center, “Service quality management in hospitality and tourism”, 2009 Sudhir, A (2007) Tourism and Hospitality Industry Overview New Delhi, The McGraw Hill Companies John R.Walker, “Introduction to Hospital”, Prentlce, 2000 The internet Tugberk (2010) Tourism is defined by the United Nations World Tourism Organization (UNWTO) Obtained from https://www.tugberkugurlu.com/archive/definintion-of-tourism-unwtodefinition-of-tourism-what-is-tourism https://www.booking.com/ https://www.agoda.com COMMENTS OF THE SUPERVISOR ... decided to choose the topic " An Investigation into the Real Situation and Some Solutions to Improving the Service Quality of the Reception Department at HaiAn Beach hotel? ?? 1.2 Goals and Objectives... 3.1.2 The Location and Architecture of the HAIAN Beach Hotel 17 3.1.3 The Establishment and Development of the HAIAN Beach Hotel1 9 3.1.4 Organizational Chart of the HAIAN Beach Hotel .19 3.2 HAIAN. .. a description of the case describing the overview of HAIAN Beach Hotel and the real situation of the front-office at this hotel, and chapter III is an analysis and evaluation of the problems."