BÁO CÁO TIỂU LUẬN THI KẾT THÚC HỌC PHẦN TÊN HỌC PHẦN NGHIỆP VỤ PHÒNG KHÁCH SẠN ĐỀ TÀI DEVELOPING SERVICE QUALITY IN 5 STARS HOTEL HOUSEKEEPING DEPARTMENT UNDER INFLUENCE OF COVID-19 PANDEMIC

BỘ TÀI CHÍNH TRƯỜNG ĐẠI HỌC TÀI CHÍNH – MARKETING KHOA DU LỊCH BÁO CÁO TIỂU LUẬN THI KẾT THÚC HỌC PHẦN TÊN HỌC PHẦN: NGHIỆP VỤ PHÒNG KHÁCH SẠN LỚP HỌC PHẦN: 2021702053103 SINH VIÊN THỰC HIỆN: 1.Võ Thị Yến Như 1921007184 2.Đặng Thi Thùy Duyên 1921007078 3.Trần Ngọc Anh 1921007058 4.Ngô Thị Tuyết Anh 1921007054 5.Nguyễn Cao Gia Hân 1921007090 LỚP: CLC_19DKS03 BẬC: ĐẠI HỌC CHUYÊN NGÀNH: QUẢN TRỊ KHÁCH SẠN TÊN ĐỀ TÀI DEVELOPING SERVICE QUALITY IN STARS HOTEL HOUSEKEEPING DEPARTMENT UNDER INFLUENCE OF COVID-19 PANDEMIC GIẢNG VIÊN MƠN HỌC: Mr.s Ngơ Thanh Phương Quỳnh HỌC KỲ - NĂM HỌC 2020 – 2021 BỘ TÀI CHÍNH TRƯỜNG ĐẠI HỌC TÀI CHÍNH – MARKETING KHOA DU LỊCH BÁO CÁO TIỂU LUẬN THI KẾT THÚC HỌC PHẦN TÊN ĐỀ TÀI DEVELOPING SERVICE QUALITY IN STARS HOTEL HOUSEKEEPING DEPARTMENT UNDER INFLUENCE OF COVID-19 PANDEMIC GIẢNG VIÊN MÔN HỌC: Mr.s Ngô Thanh Phương Quỳnh COMMITMENT I am Vo Thi Yen Nhu I commit that numbers and information in The Course Report are collected from the experiences, book and internet by my teamwork while all of the theories are referred to specialist scientific journals (citing and referencing as required); The content discussed in the report is a summary of individual experiences and research NOT PLAGIARIZING from other materials and sources I hereby confirm that all information provided on this application form is correct and I agree to take full responsibilities to the laws and university for the information provided GROUP LEADER Vo Thi Yen Nhu PHIẾU NHẬN XÉT VÀ CHẤM ĐIỂM CỦA GIẢNG VIÊN ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… …………………………………………………………………………………… …………………………………………………………………………………… …… Điểm chấm: …………… Điểm làm tròn: Điểmchữ: ……… ……… Ngày tháng năm GIẢNG VIÊN XÁC NHẬN GROUP MEMBER MARKING TABLE Group name: Pineapple Class: CLC_19DKS03 Date: 09/07 MEMBERS No Role WORK DUTY TOTAL EVALUATION (2) SIGNATURE Full name Student ID Võ Thị Yến Như 1921007184 Leader Introduction, Chapter 1, Word 25% Như Trần Ngọc Anh 1921007058 Member Chapter – 2.1, Word 25% Ngọc Anh Ngô Thị Tuyết Anh 1921007054 Member Chapter – 2.2 25% Tuyết Anh Đặng Thị Thùy Duyên 1921007078 Member Chapter – 2.3 25% Duyên Nguyễn Cao Gia Hân 1921007090 Member Chapter 25% Hân CHAPTER 1: TABLE OF CONTENTS TABLE OF CONTENTS I TABLE OF CHART III TABLE OF PICTURE IV INTRODUCTION V CHAPTER 1: LITERATURE REVIEW HOTEL DEFINITION .1 1.1 HOUSEKEEPING DEPARTMENT 1.1.1 Definition 1.1.2 Categories .2 1.1.3 Types of Hotels 1.2 GUEST SATISFACTION AND SERVICE QUALITY .6 1.2.1 Definition of Housekeeping .6 1.2.2 Role of Housekeeping 1.2.3 Housekeeping Department Organizational Chart 1.2.4 Different sections in the Housekeeping 1.2.5 Housekeeping Staffing Calculation 1.2.6 Main responsibilities of Housekeeping 10 1.2.7 Cleaning equipment used in Housekeeping 11 1.3 THEORY OF SERVICE QUALITY 12 1.3.1 Definition of Service Quality 12 1.3.2 Definition of Guest Satisfaction .13 1.3.3 The importance of satisfaction .13 1.3.4 The relationship between Guest Satisfaction and Service Quality 14 1.4 Theory of service quality 15 1.4.1 Service Quality Model 16 1.4.2 SERVQUAL 18 1.4.3 Five Importance Dimensions 19 1.4.4 Research result of existing scientists, related to this model 20 CHAPTER 2: HOUSEKEEPING EMPLOYEE MOTIVATION IN REX HOTEL 2.1 22 HOTEL INTRODUCTION 22 2.1.1 Hotel history and development in Rex Hotel 22 2.1.2 Hotel products & service in Rex Hotel 23 2.1.3 Hotel organization chart 36 2.1.4 Hotel departments functions and responsibilities in Rex Hotel .36 2.2 HOUSEKEEPING DEPARTMENT INTRODUCTION 41 2.2.1 Housekeeping organization chart 41 2.2.2 Job responsibilities 41 2.2.3 Details of existing workflows in The Housekeeping Department 49 2.3 Research method and results .54 2.3.1 Method 54 2.3.1.1 Definition 54 2.3.1.2 Implementation Process 55 2.3.2 Results 57 2.3.2.1 Analysis of factors affecting the quality of room service in hotels 57 2.3.2.2 The main causes/problems causing service quality to decline under the impact of the COVID-19 epidemic 59 2.3.2.3 Swot model analysis and damage assessment 61 CHAPTER 3: DISCUSSION 64 3.1 Hotel service quality practices 64 3.1.1 To upgrade our technical facilities 64 3.1.2 Improving recruitment and training of human resources .64 3.1.3 Improving preventive quality management 66 3.1.4 Improve the quality of additional services at the department of room 66 3.2 Applied service quality practices .67 REFERENCE 69 CHAPTER 2: TABLE OF CHART Chart 1.1: Housekeeping Organizationl Chart For Star Hotel Chart 1.2: Conceptual Model of Service Quality .18 Chart 2.1: Hotel organization chart in Rex Hotel .36 Chart 2.2: Housekeeping organization chart 41 Chart 2.3: Implementation Process 55 Chart 2.4: International visitors to Vietnam in March 2010-2020 (million visitors) 60 Chart 2.5: Graph of tourist arrivals and hotel room occupancy 2019-2020 60 Chart 2.6: Business results for the last years and months of 2020 (billion VND) .63 CHAPTER 3: TABLE OF PICTURE Image 1.1: Cleaning Equipment Used in Housekeeping 12 Image 2.1: Logo of the Rex Hotel 22 Image 2.2: Rex Hotel 22 Image 2.3: The Premium room in Rex Hotel .24 Image 2.4: The Governor Suite room in Rex Hotel 25 Image 2.5: The Deluxe room in Rex Hotel 25 Image 2.6: The Rex suite room in Rex Hotel .26 Image 2.7: The Imperial Suite room in Rex Hotel .27 Image 2.8: The Executive Governor Suite room in Rex Hotel 27 Image 2.9: The Executive Premium room in Rex Hotel 28 Image 2.10: The Executive Suite room in Rex Hotel 28 Image 2.11: The Presidential Suite room in Rex Hotel 29 Image 2.12: The Rooftop Garden Bar 30 Image 2.13: The Hoa Mai Restaurant 31 Image 2.14: The Cung Dinh Restaurant .31 Image 2.15: The Paredise Coffee Lounge 32 Image 2.16: The Vertical Garden .33 Image 2.17: Swimming pool in Rex Hotel 34 Image 2.18: Beauty and Health care 35 Image 2.19: Gymnasium 35 Image 2.20: Tennis Court 35 CHAPTER 4: INTRODUCTION Reality has proven that over the years, Vietnam's tourism has had a rapid growth, gradually improving its image and position in the regional and international tourism market, and at the same time affirming its role in tourism its role and position in the national economy According to statistics of the Vietnam National Administration of Tourism in 2019, the tourism industry has attracted more than 18 million international visitors to Vietnam, domestic tourists reached 85 million, total tourism revenue reached 755,000 billion dong Tourism activities have actively contributed to the cause of industrialization and modernization of the country and the process of international economic integration, implementing the foreign policy of multilateralization and diversification of the Party and State However, since February 2020, the outbreak of COVID-19 in the world has immediately seriously affected the tourism industry Vietnam's tourism industry has to face unprecedented difficulties Since March 2020, Vietnam has stopped welcoming international visitors, leaving only domestic tourism activities But the domestic tourism market has also been affected by social distancing measures during the outbreak In 2020, the whole country has 3,339 travel businesses, including 2,519 international travel businesses, 820 domestic travel businesses, but 90-95% of travel businesses temporarily stop operating Also in 2020, there were 201 travel companies applying for a new license, but 338 companies applied to have their license revoked International travel companies have switched to domestic travel business 26,721 instructors, with 16,965 also switching to domestic instruction or changing careers More than 30,000 accommodation establishments with 650,000 rooms across the country, but the room capacity is only 20-25% in the provinces and cities; In some key tourist areas, many hotels were forced to close or change their use because they could not stand it The World Tourism Organization forecasts that international tourism will take three to four years to recover Meanwhile, at this time, the COVID-19 pandemic has eroded the capacity of businesses, most tourism businesses are facing financial difficulties to restore operations, many businesses transfer or redirect their businesses business; employees incomes are reduced, the psychology of limiting spending greatly 55 aspect of service quality and the perceived aspect of the service they actually received Therefore, when the expected quality is greater than the actual received quality, the service quality is counted as low According to research by Parasuraman & Ctg (1988), service quality scale has been established according to groups of components of service quality: Reliability, tangibles, assurance, empathy and responsiveness * Influencing factors according to Parasuraman model Reliability: The organization's ability to reliably, reliably and accurately perform the service promised to its customers -Rex Hotel is highly rated for service quality through customer reviews on Agoda page 8.5/10 out of 5207 articles - The hotel is always appreciated for its cleanliness and with the current covid, ensuring health and hygiene is always a top priority - Rex Hotel Saigon was honored to receive an award "2021 Loved by Guests Award" from our partner - Hotels.com With a score 8.6/10, this is a great pride that the Rex Hotel cannot achieve it without the support and good reviews from our fantastic guests - Because it is a 5-star hotel, professional service skills are very rare - Handling complaints, if any, is the golden time of the hotel's commitment to providing service beyond customer expectations At the same time, through which Rex Hotel Saigon also demonstrates its effectiveness when implementing within the committed time frame or shorter to increase customer's reliability Responsiveness: Expressed through the desire and willingness of service staff to provide timely service to customers - With a team of front desk, housekeeping and all professional staff, all customer problems are resolved quickly - With the current corona situation, to meet the highest safety requirements and standards for enjoying delicious food at home, Rex Hotel Saigon introduces a food delivery program with many favorite dishes Tangibles: Expressed through the appearance and costumes of the staff serving the service equipment 56 - Rex Hotel Saigon always prioritizes protecting the health of customers, strictly following the 5K rule of the Ministry of Health “Masks - Disinfection Distance - Distractions - Medical declaration” All amenities & equipment at Rex Hotel are carefully cleaned to ensure the highest safety standards Assurance: Demonstrated through professional qualifications and polite, welcoming service to customers - The quality of service is very good, the quality of the dishes is uniform, and most importantly, from the staff to the owner, they are very welcoming and interested in customers That is the key to attracting customers and bringing in profits - The service industry is a highly demanding and complex industry Therefore, the human resources working in the Rex hotel industry must have high skills, perseverance and patience because the customers are diverse, multicomponent and each customer's requirements are different Empathy: Show care for each individual customer - Always listen to customers' opinions directly, or through GSS (Guest Service Satisfaction) which measures customer satisfaction, helping customers quickly capture opinions and take action proper solution for quick and timely improvement before guests leave the hotel - In order to have empathy for customers, it is necessary to have a dedicated and professional management team and staff who always bring customers a new experience, a warmth when coming to Rex Hotel Saigon in accordance with the law the hotel's motto: “Rex - Your Vietnamese home” 6.3.2.2 The main causes/problems causing service quality to decline under the impact of the COVID-19 epidemic The impact of Covid 19 on the tourism industry is multidimensional If tourism thrives, it can pull many other industries up On the contrary, tourism "sneezes", other fields also "sneeze" because tourism is an economic field of many industries Covid 19 impacts Vietnam's tourism in trends: - Significant reduction in numbers of visitors international 57 58 China is the largest tourist market of Vietnam tourism In 2019, Vietnam welcomed 18 million international visitors, Chinese tourists accounted for more than 5.8 million arrivals, accounting for about 32% of the total number of tourists to Vietnam Chinese tourists to Vietnam will decrease sharply, tourism activities to China will also decrease due to reduced consumption demand of Chinese people and limited service quality Next is the number of international visitors in Asia and Southeast Asia, including Vietnam Because Asia is an area with a higher chance of infection than other tourist destinations Southeast Asia, which experienced an impressive CAGR- (Compensated Annual Growth Rate) in the 10 years since the Asian financial crisis (2009-2019) will face a relative decline large number of international visitors Domestic tourism demand also dropped sharply Because most people tend to avoid crowded places such as airports, train stations, bus stations and restaurants and amusement parks The postponement and cancellation of meetings and conferences to prevent the spread of the disease has resulted in a decrease in the number of MICE tourists, business travelers, groups, business travelers and other guests (Source: BizLIVE Newspaper) Chart 6.6: International visitors to Vietnam in March 2010-2020 (million Chart 6.7: Graph of tourist arrivalsvisitors) and hotel room occupancy 2019-2020 59 (Source: CBRE, Cuc hang khong Viet Nam, Bo van hoa, the thao Du lich Viet Nam) - Accommodation establishments have to close, tourism industry employees are unemployed Due to complicated developments, the impact of the Covid-19 epidemic not only has a direct impact on the number of tourists but also on accommodation facilities The operating capacity of accommodation establishments in this period only reached 20-30% compared to the same period last year The number of guests canceling rooms at accommodation establishments is more than 80,613 times, the number of days being canceled is about 57,652 days Hotels across the provinces and cities across the country in turn announced their closure It is this that causes tourism workers to lose their jobs, the quality of service decreases, companies, hotels and restaurants in turn have to cut their payroll by 60% For multinational companies, even reducing the number of employees by 4/5 by more than 80% of employees are unemployed If the situation is more difficult, unemployment is likely to last longer, leading to a decline in quality 6.3.2.3 Swot model analysis and damage assessment a) Swot analysis Strengths Weaknesses - The hotel has a long history with a - Security and safety issues have met the convenient location: right in the city expectations of guests, but instructions 60 center, near the People's Committee, Ho for employees and customers to use Chi Minh Square and near commercial safety devices are not available centers - Regular - Sometimes there is a situation where reception of diplomatic guests check in but still have not been missions of the Government cleaned - Young, healthy, dynamic, flexible and - The hotel has been around for a long enthusiastic workforce time, so the deterioration has occurred - The space of the room is airy, spacious, - The location of the hotel is adjacent to diverse in types, designs and prices to the road surface, so the sound of traffic is suit the needs of many guests, and is very noisy appreciated by guests beyond - Promotion is still small and weak expectations - Facilities in the hotel are properly invested to create comfort for visitors - Room attendants are neatly dressed, neat and clean Opportunities -Development of domestic tourists Threats -The number of international visitors - Before the impact of covid, many decreased hotels - The evolution of the covid epidemic is struggled to maintain and renovate becoming more and more complicated, facilities, now is a good opportunity to causing many hotels to close and losing prove their capacity revenue - Businesses that survive this difficult - Stopping the employee's labor contract period of volatility will help draw makes the quality even worse experiences and lessons to increase value in the face of challenges Have to compete a competitors - Reorient hotel operations and come up -The economy is not stable with new solutions for development When the work is completed and the epidemic is under control, the revenue will be quickly recovered lot with 61 b) Damage assessment of the Rex hotel Recently, difficulties for the tourism industry due to the impact of the COVID-19 epidemic have caused many hotels to temporarily close Even so, domestic tourists will still be the main driver of the recovery Rex Hotel is one of the members of Saigontourist Accumulated in the first months of the year, Saigontourist recorded a net revenue of nearly VND 1,224 billion, down 63% compared to more than VND 3,339 billion in the same period of 2019 Revenue from financial activities was over VND 68 billion, down nearly half compared to with the same period last year with the same period last year During the same period, cost of goods sold and provided services was more than 1,197 billion VND Losses in joint ventures and associates are more than 46 billion dong, while the same period recorded a profit of over 172 billion dong At the end of the first months of the year, Saigontourist reported a loss of more than 180 billion dong, a sharp decrease compared to the profit of more than 512 billion dong in the same period of 2019 As of the end of June, the Corporation's total assets reached nearly 11,367 billion dong, down more than 6% over the same period of 12,121 billion VND Equity is 9,859 billion dong, down more than 5% over the same period of 10,381 billion dong Thus, the damage of this hotel is not small There should be orientations and solutions to overcome as much as possible (Source: BizLIVE Newpaper) Chart 6.8: Business results for the last years and months of 2020 (billion VND) 62 CHAPTER 7: DISCUSSION 7.1 Hotel service quality practices 7.1.1 To upgrade our technical facilities Based on a study in Chapter 1, combined with a situation analysis in chapter 2, I propose some measures in section to improve the quality of room service at the Rex Hotel Material bases are an important factor for business production It is a condition of ensuring production and business activities are carried out At the same time, the physical infrastructure service engineering system is produced that is a significant factor affecting the satisfaction of a customer's needs by its capacity and utility A hotel that wishes to develop a residency business must have a good infrastructure so it can be said that the technical and physical level of development is a condition as well as a demonstration of a hotel's developmental condition First, room staff must increase the maintenance and repair of the equipment in the daily living room the service staff must wipe dust and clean the equipment in the room in order to prolong their use time because of "human durability" In addition, regular inspection and maintenance of mechanical engineering equipment in the operating room, television, lighting, refrigeration, etc And electrical, water, telephone in the room Department personnel are those who regularly manage, protect, and detect a malfunction so that notification can be made to the engineering department for a timely repair Employees pay more attention to areas where the most expensive rooms at this site need to be carefully checked to ensure that equipment is always in Thailand Bedrooms' tools and items need to be checked regularly, and if any damage must be repaired or replaced Besides furniture, like beds, lockers, furniture Needs to be renewed periodically Second, each floor lobby area should place several ornamental trees to create better scenery At the same time the hotel needs to cover its mending in the living room and the entire corridor to increase its aesthetics 7.1.2 Improving recruitment and training of human resources 63 Due to the constant change in customer needs and technological advances, staff need to be consistently educated and knowledgeable The hotel must regularly work out fostering programs to improve the skills of the employees For new employees to both familiarize themselves with the hotel's working environment and to help them their best work, for older employees the aim is to further their professional level and to use it as a basis for transferring employees through training, employees can communicate, learn their professional experiences or through professionals helping improve skills, add knowledge, contribute to the quality of service The training may also be held regularly depending on the actual requirements of the job and not necessarily those that are sessions may simply be an experience exchange or discussion of a practical problem, a situation that occurs during service The hotel should plan to keep track of the professional development process, working skills of each staff in the department so that an integrated training requirement for all employees, which is also the basis for the organization of training programs In addition, the hotel can send professional, professional and highly educated staff to school in the outside world in order to communicate with older and former staff and new staff members Along with the training and fostering of staff available to the hotel that need recruitment plans over the coming years to be recruitment, the reasonable use of staff due to the growing demand for room services, additional staff are needed Currently the recruitment process of the hotel is on the right track, including having main stitches for filing, live interviews and trials The hotel should include foreign language indicators such as the TOEIC Hotel industry - tourism in hiring The hotel should be based on room capacity during the years in order to have reasonable hiring plans At the same time the hotel has appropriate staffing policies, minimizing unreasonable costs and ensuring quality of service The hotel should create a set of loyal, observational staff to find employees with a quick learning and a high sense of responsibility to make long term use In addition, the hotel needs further research into its layout, evaluation and manding-up, with no hotel claiming that its revenues have increased Because it 64 has an effective facilitating role to improve the quality of the staff A right job placement increases the efficiency of employees and reduces the cost of unnecessary training, a fair evaluation helps managers to see the advantages and weaknesses of their employees, so that proper training policies and well-pasted offers will increase employee love and zeal for their work The Rex Hotel needs to be concerned with feedback from customers about employee attitudes and service skills combined with team leader evaluation, to assess employees accurately, objectively perfecting salaries and support in the work; Reasonable reception - the solidarity in understanding to improve the quality of the work; Strengthen monitoring and inspecting employee process 7.1.3 Improving preventive quality management Improving the quality management of room services is very important, it covers the whole process of serving guests The most important business is room service Doing good this work will ensure that work during better room service delivery and that the staff will achieve higher labor efficiency, thereby enhancing the quality of room service at the hotel to well this work as follows: The hotel is gradually moving towards the selection of ISO standards, or VTOS Once the hotel has reached the standard, every transaction like room service is standardized, easily verifiable More importantly, once there are clear criteria, they will be of great help to the employee, as well as to the employee Upon meeting the recognized standards by the institution, a prestigious agency means that the status of the hotel is improved, the quality of room service of the hotel is guaranteed In particular, the director shall have to go daily and complete a thorough examination of the quality of the room service for each day before each shift to determine the condition of the room first, to see where the mistakes are, and where to make adjustments, and then hand over the work to the next shift Each month, the head of the department needs to report on the state of the quality of room services of the month to the director, through which the board of directors will cover the effectiveness of the quality management of the department and, if necessary, adjust decisions every six months, the head of the department should send out customer opinion 65 questionnaires for the quality of room services The results of the survey must be analyzed and compared with previous periods to take timely measures to be adjusted Also, the head of the department should regularly commend employees who work well, have responsibility in the job, are conscious of managing the quality of service and criticize those who not these things well 7.1.4 Improve the quality of additional services at the department of room Additional services were provided at the Rex hotel room division, including washing, room dining, telephone, Internet and other information services The diversity of visitors at the Rex hotel makes it necessary to improve the quality of additional room services and to stimulate the need for other services while staying in the hotel needs to be concerned about the service quality of all these additional services to make them as comfortable as they are at home Coordination is needed for different parts of the hotel, marketing, reception, etc - Coordination with Marketing Department is first needed to study the customer's needs and expectations of the hotel's additional services - Reception Department introduces additional services to customers and in the process of using service reception, reception of visitors' feedback on quality of service - First, when a guest arrives at the terminal, the reception department must provide the room department with a full reception - Organize professional training for employees to ensure good performance of work - Regularly inspecting staff oversight and obtaining customer input on additional service quality 7.2 Applied service quality practices - For the hotel general area 66 + The bactericidal hand-washing area established bacteria-cleaning counters installed at hotel doors, restaurant doors, dining doors and debacteriostatic toilets in hotels + Handles, doors, elevator buttons, toilet doors, etc., are all regularly sterilised during the day The sterilizing solution prescribed by the Ministry of Health is effective within an hour + Thermometers set up at the entrance, we check your body temperature before entering the hotel and other areas such as the dining room and restaurant + Ventilation system at the Party room and ventilation system activated at the party room after every event of your guests - For the hotel staff + all employees get a daily body heat check at the entrance to the staff before entering the hotel and we carefully monitor the health of the entire staff before starting work + All employees are instructed in detail how to wash their hands properly every hour + All employees not move and move in unnecessary circumstances All staff not travel abroad + Equipment and areas at high risk of infection are not used + Employees with poor health status or with corona virus risk are not allowed to work - For your guests at the hotel + we give you instructions on the use of a solution of hand sterilizing in public areas + We sincerely hope to receive your support, understanding and mutual support for the time being + Please inform us immediately before entering the hotel if you suspect yourself or someone who has shown signs of COVID-19 infection + If you have signs like a cough, fever, please contact the nearest officer - Seats are clear, ensure a distance between two persons of 2m or more, serve no more than 10 persons at the same time and strictly implement preventive and 67 preventive measures as prescribed by health authorities Suspended activities such as bonus video games and casinos 68 CHAPTER 8: REFERENCE [1] https://www.rexhotelsaigon.com/vi/ [2] https://prezi.com/lvwczcls9onc/rex-hotel/ [3] http://hotlinedatphong.com/khach-san-rex-hotel-sai-gon-nguyen-hue-quan1-5-sao/#Cac_hang_phong_khach_san_Rex_Hotel_Sai_Gon [4] https://www.academia.edu/6083905/Hotels_Definition_Types_Categories [5] http://eprints.polsri.ac.id/2281/3/III.%2BCHAPTER%2BII.pdf [6].https://www.businessmanagementideas.com/service-marketing/servicequality/20971 [7] https://www.mbaknol.com/marketing-management/service-quality/ [8] https://www.act.com/en-uk/customer-satisfaction-definition [9].https://survicate.com/customer-satisfaction/importance-customersatisfaction/ [10] https://core.ac.uk/download/pdf/145046522.pdf [11] https://www.ijsr.net/archive/v3i3/MDIwMTMxMjIw.pdf [12] https://ceopedia.org/index.php/Service_quality_model [13].https://vietnamtourism.gov.vn/index.php/statistic/international? txtkey=&year=2019&period=t12 [14] https://dangcongsan.vn/chao-xuan-tan-suu-2021/dat-nuoc-vao-xuan/dulich-viet-nam-2021-tim-thoi-co-trong-thach-thuc-574536.html [15] https://bom.to/JkIznjX0lljHhT [16] https://bom.to/oflpCJo6s7elTm [17] https://bom.to/5UnHYS5RsEB7ur [18] https://bom.to/Xe4yD3pSjMRK41 [19] https://bom.to/eAgFNgMJ6Gvuxd [20] https://bom.to/x1sazzteXCRdH3 [21] https://bom.to/KDL9QLcpCWPYu3 [22] https://bom.to/v3BGgcJAJpEK5y [23] http://cf.dnsalias.com:81/hrrex/index.htm [24] VTOS, Nghiệp vụ buồng, 2007 [25] Vũ Thị Bích Phượng (chủ biên)_2005, Giáo trình Nhiệm vụ phục vụ buồng, NXB Hà Nội ...BỘ TÀI CHÍNH TRƯỜNG ĐẠI HỌC TÀI CHÍNH – MARKETING KHOA DU LỊCH BÁO CÁO TIỂU LUẬN THI KẾT THÚC HỌC PHẦN TÊN ĐỀ TÀI DEVELOPING SERVICE QUALITY IN STARS HOTEL HOUSEKEEPING DEPARTMENT UNDER INFLUENCE. .. manager in a large hotel In the case of a chain of hotels, the executive housekeeper also reports to the director of housekeeping, who heads the housekeeping departments in all the hotels of that... management in the hotel, performing food services, organizing all kinds of departments Human resources department * Functions: The department plays an important role in the business of the hotel This department