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ACKNOWLEDGEMENT This paper has been finished with the enthusiast help of many people And once more, I would like to express my sincere gratitude to those First of all, I would like to express our sinc.
1 ACKNOWLEDGEMENT This paper has been finished with the enthusiast help of many people And once more, I would like to express my sincere gratitude to those First of all, I would like to express our sincere gratitude to my teachers, friends and family This graduation paper cannot be successfully completed without their invaluable help, advice and encouragement Secondly, I would like to express my deepest gratitude to my supervisor, Ms Nguyen Thi Bao Yen, for her helpful encouragement, guidance and suggestions in the preparation of this thesis She helped me improve my skills a lot Then, I am thankful to staffs of The Blossom Resort, especially Ms Van about her help, her instructions, documents and events which involved in this paper Next, I am especially grateful to all of my teachers at Foreign Languages Department of Duy Tan University for the endless enthusiasm and knowledge they have given me over the past four years Thirdly, I appreciate my family and friends because they never give up on me whenever I need their support Finally, we also would like to thank all of staffs of Duy Tan University for their help during my time at Duy Tan University Yours sincerely Nguyen Le Thuy Tien Student: Nguyen Le Thuy Tien Code: 23203211910 STATEMENT OF THE AUTHORSHIP Except where reference is made in the text of the thesis, I guarantee that this report is written completely not based on any 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 20th, 2021 NGUYEN LE THUY TIEN Student: Nguyen Le Thuy Tien Code: 23203211910 ABSTRACT This graduation report investigates the real situation and provides solutions to improving the quality of the accommodation service at The Blossom Resort Danang This case study is based on theory and actual data In order to get results, I have collected all major information about resort, travel, etc From primary and secondary sources, such as textbooks, the Internet, as well as data from the Accommodation Business and customer assessment of accommodation through my survey and findings Based on this information, I will present some of the characteristics of the resort's staff, services, organizational structure, and tourism resources, and then suggest some suggestions for improving its service quality To complete this thesis, I intend to state why I chose this topic Next, I consult many sources of information and select to include them in my essay, which shares my views to convince the examiners There were some difficulties in coming up with solutions, which could convince the general opinion of society, customers ; and fortunately, time gave me the answer what I needed Student: Nguyen Le Thuy Tien Code: 23203211910 LIST OF TABLES, FIGURES, PICTURES AND CHARTS List of Tables List of Figures Figure 1: The Organization of Structure of Blossom Resort 28 Figure 2: Revenue of Blossom Resort over years 2018-2020 49 Figure 3: Customer satisfaction from 2018-2019 50 Figure 4: The Number of Guests Using the Accommodations Services from 2018 to 2020 54 List of Pictures Student: Nguyen Le Thuy Tien Code: 23203211910 TABLE OF CONTENTS Student: Nguyen Le Thuy Tien Code: 23203211910 CHAPTER 1: INTRODUCTION 1.1 Rationale Tourism industry is known as one of the largest and most competitive industries in the world in general and in Viet Nam in particular It takes a responsibility as a key industry in Vietnam and plays a role in promoting the economy The tourism industry or resort industry has brought a lot of advantages such as jobs, revenues, … to improve human life and significant developments in the economic market Besides, to developing tourism, the resort business plays an important role When people have both materials and need to improve their spirits, they need to satisfy the needs of traveling, resting, eating, and changing living space Because of these reasons, Da Nang city has become one of the most centers that attract almost tourists in Vietnam And to meet all those needs, Blossom resort has provided good services for tourists when traveling in Da Nang city The resort with modern architecture and equipment, blending in the Vietnamese-Japanese style, is one of the city's buildings In particular, there is a beautiful view of the Han River and Asia park with Tran Thi Ly bridge links to the electric lights at night, visitors can see more of the city The resort also has a variety of services, fully equipped with reasonable prices The area surrounding the resort has many attractions such as the world heritage of the ancient town, museums There is also a restaurant serving visitors to relax and enjoy the scenery and enjoy the food or drinks there To that, the comfortable, perfect and modern facilities and equipment are indispensable Therefore, the improvement of the quality of room service and the quality of the whole resort as well as offering some solutions are very important However, in the past year the number of visitors to the resort is very low That is why we decided to choose this topic: “An Investigation into the Real Student: Nguyen Le Thuy Tien Code: 23203211910 Situation of the Accommodation Service Quality at The Blossom Resort Danang and some Suggestions to improve it” 1.2 Aims and Objectives 1.2.1 Aims The study focuses on the accommodation quality of The Blossom Resort Danang In this research, I will collect data and evaluate the quality, service of the accommodation and guest feedback In summary, I will give some solutions to improve the quality of the rooms To make it easier to understand, there are three main purposes for this essay First, it helps teachers and students acquire or absorb knowledge about the tourist area as well as the accommodation activities inside the tourist area Next, it also examines the customer service process of the accommodation service Finally, it explores the role and importance of accommodation services for each object, thereby offering some solutions to overcome limitations, improve service quality, attract customers 1.2.2 Objectives The study has objectives below: To find out and describe unique features of Blossom resort To identify and analyze the factors affecting services quality Research and evaluate resort’s reality situation in Accommodation field To examine accommodation service’s advantages and disadvantages To analyze and evaluate solutions to improve the accommodation service quality 1.3 Scope of the study This part would pay attention to two mains areas: First of all, I look for the information that relate to resorts such as scale, facilities, the quality of services, current situation, etc I use the observational Student: Nguyen Le Thuy Tien Code: 23203211910 method in combination with references on the Internet to collect all of those results Next, I analyze and evaluate the situation of the quality of the accommodation service in the period 2018 – 2020 To this task, I use my knowledge and experience that I got in my internship time From that, suggesting solutions and recommendations to improve the quality and attract tourists to Blossom resort in 2021 depends on current reality at Blossom resort Methods of the study 1.4 Selecting correctly and applying scientific research methods affect a lot the success of the topic I used following methods: - Direct observation of qualities, services and work process of Accommodation Business at The Blossom Resort Danang has been carried out - Method of Collection: data were collected from resources at the resort such as books, websites and researches - Method of Analysis: from data collected, we analyzed the real situation of Accommodation Business at The Blossom Resort Danang 1.5 Organization of the study In addition to the table of contents, list of tables and figures, list of references, the graduation thesis includes six chapters: Chapter 1: Introduction – Shows the rationale to choose the topic, the aims and objectives, the scope, the methodologies and the organization of the study Chapter 2: Theoretical background – This part will introduce theories related to the resort and accommodation service Chapter 3: Case description It focuses on describing the organizational structure and how accommodation service work at Blossom resort Student: Nguyen Le Thuy Tien Code: 23203211910 Chapter 4: Analysis and evaluation Analysis and evaluation accommodation service at Blossom resort would be described This section outlines the strengths and weaknesses of the service Chapter 5: Difficulties and solutions Depending on chapter 4, I will present some difficulties in the recent situation of service in this chapter and offer solutions for each case to improve service quality Chapter 6: Conclusion and suggestions This part is the summary of research’s finding Moreover, from my own perspective, I give some suggestions for improvement for Blossom resort, tourism major of the English department and Duy Tan University Student: Nguyen Le Thuy Tien Code: 23203211910 10 CHAPTER 2: THEORETICAL BACKGROUND 2.1 Resort As people's economic conditions gradually stabilize, people's need for self-satisfaction also increases They want to make their life comfortable and relaxing by taking care of their mind, soul, body So they choose to travel as a form of entertainment Therefore, the use of accommodation facilities by tourists is rising, in which there is a type of accommodation that is resort So, what is a resort? 2.1.1 Definitions There are some resort’s definitions from different sources in this part, make it easy to understand clearly “A resort is a place used for relaxation, vacation or as a daytime getaway While this can be a single building such as a hotel, it also can be an entire island or a ship at sea One of the most desirable aspects of a resort is that visitors are freed from most daily responsibilities, which are usually taken care of by the facility's staff Several activities are normally offered at resorts, including massages, meals, cosmetic treatments and live entertainment.” [1] “A resort is a space, similar to a hotel, that offers relaxation and or recreation to its patrons Resorts will always offer accommodations as well, in which case people might refer to such locations as a “resort hotel.” Basically, the resort meaning is that of a hotel, but just with more accommodations, amenities, and activities!” [2] 2.1.2 Classification of resort Categorizing resort depends on many different standards These types will be clarified in this part so that you can understand easily.[3] Student: Nguyen Le Thuy Tien Code: 23203211910 satisfaction, at the same time create trust with guests and also compete, to attract visitors to Blossom resort 5.1.3 Strengths • Besides entertainment needs when traveling, the issue of food and drink is always the top concern for tourists Foreseeing this problem, the resort has solutions to improve and help high quality catering service, which is reflected in the quality of the following sections: Blossom Resort Facilities • It is clear that in order to successfully operate a certain service, the facilities must be of high quality This has been captured by the resort and has set up a system of quality equipment and safety before officially operation Through the survey with domestic and international tourists, the rate of satisfied guests with the resort's facilities is quite high Not only that, the resort is also interested in environmental issues, so most of the items in the restaurant are made of wood such as straws, spoons, or even furniture, doors, The layout is also environmentally friendly, a number of small bonsai are also placed around the catering area In addition, the electrical system is also interested in the resort, they have different daylight and night lighting systems, white light for the day and yellow light for the night, they completely remove the blue light to avoid harm to tourists and staff's eyes This is considered the great facility’s strength of the resort Service Quality at Blossom Resort • In addition to the quality of facilities, the service quality of the staff is also one of the most important factors The staff is seen as the face of the restaurant at the Blossom resort, or the catering service there In a competitive environment, it is the service quality of the staff determines the success or failure of branding Therefore, Blossom resort has made continuous efforts to train and periodically check the quality of its staff As a result, Blossom resort's staff has become a powerful assistant to help the resort improve the catering service quality there Although the staff are young and not very experienced, but the quality results are very positive, showing their efforts at work There are a number of strengths that the service staff have achieved that is the self-effort to change and renew in the way of service They always know how to listen and satisfy customers, make them feel cared for and staff still ensure the speed of service when customers are crowded, helping the dining area to always be stable and ensure customers' time Another strength is that they always come together to understand and grasp the needs of customers, the staff at Blossom Resort always pay attention to guest's problems in using the service, then collect and aggregate and divide the guests according to different groups to identify what the needs of the guest are The third strong point for service quality is that there are always staff on duty 24/24 Although the restaurant closes at 10 pm, the staff at the lobby bar is always ready to assist and serve the entertainment needs of guests 24/24 5.1.4 Weakness • Besides many strengths, Blossom resort also has a few weaknesses that need to be overcome Blossom Resort Facilities • Beside • -The the strong points, the Blossom Resort still has some weak points current price of Blossom Resort is quite high compared to other star resorts in Danang • - Advertising • on social networks like Facebook or Instagram is still lack - The Blossom Resort is quite far away from the sea and some famous sites such as Linh Ung Pagoda, Ba Na Hill, Marble Mountain, etc So they have no sea view, which is used as a criteria for booking by most guests Besides, the visting of the guests will become more difficult •- Swimming pool and hotel bar are only available in the early morning or in the evening because of very hot weather during the day • - The gym does not have a professional trainer, mostly self –trained • - Some devices are often faulty such as scanner, wifi-router, photocopier, water heater • The resort bar is not large enough to attract guests, especially those in high demand such as international guests • The resort's massage and spa services not meet the needs of international tourists • Service • The Quality at Blossom Resort first is to mention the accommodation service staff Although the staffs at Blossom Resort always have efforts at work, but besides that, they still encounter a common weakness that is the limitation of service experience As mentioned above, the staff at Blossom Resort in general or the accommodation area in particular have an average age of about 22 years, so they have less knowledge and experience to compete and complete their duties as well as serve guests perfectly Dealing with customers with different preferences and personalities is always a big challenge staffs face to handle So when starting this job, staffs must prepare mentally, calmly give reasonable solutions Managers or supervisors also need to observe and help staffs promptly in case they cannot come up with appropriate resolution In addition, leaders should also create a friendly, comfortable and safe working environment for inferiority, which will help them to be more spirit and responsible at work The second weakness to mention is the lack of human resources Although it is a resort with a not small scale, the staff of accommodation services includes 15 employees It is enough for the resort to manage if it falls in the low season, but when the high season comes, the number of tourists flocking to Da Nang for tourism is very large, with only 15 staff to serve is too few The lack of staff leads to delays, inefficiencies in the process of welcoming and serving customers, and this directly affects the customer's impression of the service quality and this is not to mention the school appropriate if the guest has a complaint or problem to address So Blossom Resort must have measures to avoid professionalism in the service process Now, hiring casual is not so difficult, management board should apply for seasonal staff before the high season comes • CHAPTER 6.1 6: CONCLUTION AND SUGGESTIONS • Summary of the Finding • Da Nang has long been known as the most livable city in Vietnam, where the beauty is a mixture of ancient and modern Built in a prime location in Da Nang, Blossom Resort has many development opportunities Around the resort, there is a view overlooking the Han River combined with the beauty of the most famous bridges in this city, the nearest is Tran Thi Ly bridge and Dragon bridge - the symbol of Da Nang With the combination of modern technology and convenient facilities, Blossom resort has easily attracted tourists from all over the world • For Blossom resort, accommodation service is considered the most important service affecting the resort's operation The combination of many factors has created a name and mark in the hearts of tourists The main factors that can be mentioned are the operating policy of the management, the quality of the resort in general and the food service including the quality of the facilities and the service of the staff • First and foremost is the operation policy of Blossom Resort Tourism business development always has many problems that can be positive or negative, so the resort must always have advance policies to apply and prevent such risks However, there are still potential risks that investors cannot predict, causing obstacles in the process of competing with other resorts, loss of optimization in the development process as well as difficulty in achieving higher profits as expected • The second is about the service quality of Blossom resort It is known that through the survey, customers are a bit dissatisfied with the service segment as well as the working quality of employees because of the lack of experience, so more training for employees to improve skills and quality is important necessary Since the hostess is the face of this service, directly driving the success or failure of the service, the resort needs to create an environment rich in experience, in addition to providing expertise, which gives hypothetical situations in which the waiter foresees the problem • Next is the quality of facilities - one of the important factors affecting the quality and satisfaction of customers' services Without the equipment and facilities, many inconveniences would occur To avoid this situation, the resort needs to fully install equipment from basic to advanced, to avoid damage and degradation that requires periodic maintenance • Last but not least is human resources As mentioned in the weak part of the tourist area, the shortage of human resources in the peak tourist seasons is really bad It directly affects service quality, wasting time and effort for both visitors and diners In addition to training professional staff, the resort also needs to recruit staff before the peak season arrives, so new employees will have enough time to adapt to the working environment and also gain experience • During my months of internship at Blossom Resort, I have gained a lot of useful specialized knowledge, also realized many problems in the process of operating and managing accommodation services I also realized the importance of accommodation service not only for tourists but also for a large corporation like Blossom Resort However, due to lack of research and inexperience, the research cannot go into depth and clarify all the core issues We hope that the English teachers and readers of the course This thesis can give suggestions to improve this article • • 6.2 Some Suggestions for Improving the Accommodation Service Quality at Blossom Resort • After studying and researching from information sources related to the quality of the re sort's accommodation services, I have synthesized and have 6.2.1 some recommendations as follows: Improving the Facilities and Equipment Quality of Accommodation Service • To create a good impression for customers, the resort must create a unique appearance or in other words, it is the facilities and the equipment As a 4-star resort, Blossom has almost furnished with a system of equipment and facilities corresponding to the quality of service However, with the current quality of the infrastructure as well as the increasing needs of customers, it is required that the resort have policies to improve quality • About the facilities of the resort, there is almost no difference between the types of rooms, from the decoration to the interior of the room The details not only are simple but also make the customer interested and also this affects the perception of customers when assessing service and quality of service Most of the hotel's rooms are using a color scheme and the carpet in the room is old This will make customers feel boring when using them Besides, the equipment seems old and needs to be upgraded From the decorative fabric on the bed, pillow decor on the sofa, the colors of the interior are asynchronously replaced Therefore, the resort also upgrade according to the step by step route to give customers the feel new As a refurbishment of the spa system and health club Some rooms are upgraded and new decor That is the first step of The Blossom Resort to refresh its image • The upgrading of material facilities of the hotel is also to create better products and services for guests Good service requires a good style of service that is commensurate with it The quality of service depends on the level of customer satisfaction of the facilities and how the staff serve guests • In short, in addition to upgrading facilities and amenities, the hotel needs to have a strategy to offer new products at reasonable prices to create new and meet the diverse and changing needs of guests The issue of using healthy skin products, natural extracts, non-chemical products will be a new step in the current competitive landscape •• First, the hotel can enhance the trust of guests •• Second, the hotel can raise awareness of customers about the use of non-toxic products, not polluting the environment 6.2.2 Improving the Service Quality of Staff • Employees are the face of the service, who directly impress and bring the success of the service through customer satisfaction so the employee's working behavior and attitude must always be standardized and disciplined In particular, in a work environment that tends to be almost entirely Japanesestyle, the higher these standards are required So, focusing on the staff training process is a very important job for the resort • First of all, employees must be self-aware of their responsibilities at work, managers should have policies about arranging working time properly for employees because they must always have a comfortable spirit and a cheerful attitude During the work, this will affect the attitudes and feelings of the customer • The second is teamwork It is clear that the ability to work in groups is always given priority in the work because work efficiency will be higher, so in the process of serving guests, the staff must work together to understand each other and help each other complete work as quickly as possible Constructing a list of symbols is also important • Focus on the employee's communication skill in multiple languages Staff should be able to communicate in another language, especially English and Japanese, in addition to be able to improve basic communication skills of other languages such as Chinese and Korean, but should learn carefully about honorifics to show respect for customers • Inspire being colleague, these staffs should also pre-train on the basic knowledge or information in the resort The characteristic of visitors when traveling or to a certain entertainment destination is that they will tend to go around sightseeing So staff need to have knowledge as well as basic knowledge to answer questions when customers ask 6.2.3 Improving the Quality of Managers at Accommodation Service Area • Although employees are directly in contact with customers, to their jobs well, they need managers and supervisors to always support in all situations Therefore, the management quality of the guide staff is also very important • First, the manager must always be an example for employees to follow There is always assertiveness and rigor at work, but besides that, they also need to care about employees Managers need to have methods to train and maintain the professionalism of the staff Most importantly, they need to create a healthy working environment and naturally promote employee efforts • The second thing is to listen Managers need to listen to employees to be able to bring employees together, so that everyone understands each other better From there, work thanks to unity can achieve the highest results Not only that, the manager must also listen to the customer's opinions, whether positive or negative This can help them find the core problems or gain a lot of useful knowledge for the job For young or new service employees, they tend not to be open- • minded, or there are also some who have not found their ideal or passion for work, so the transmission of energy and vitality is essential Mentoring membership is a very rewarding job, it not only helps employees stay inspired, but the managers themselves will also direct their passions to themselves Managers should summarize the results of work performance and • hold employee meetings to come up with solutions to overcome the bad points, and at the same time praise good deeds to motivate employees 6.2.4 Other Solutions • In general, the number and quality of services of the resort is not diversified and not really good To enhance the competitiveness as well as attract more customers, especially to attract foreign guests, the resort need to bring in some additional services and improve the quality of services Specifically: •- Improve the quality of computers by: • • Adding some new computers to your guest •• Improving Web services quality, speed up access •• Providing internet access in rooms on floors and •- Improving the quality of laundry by getting all kinds of laundry •- Improving the quality of breakfast service: Variety of dishes •- Opening a souvenir shop in the reception area to display bold products of Danang and Vietnam such as: clothes, brocade bags, lacquer paintings, bamboo statues, etc •- Opening a bar in the evening at the garden Before opening this restaurant, the hotel should repair, clean and decorate the lamp, make romantic feeling, comfortable in the evening • • Da 6.3 Conclusion Nang is known as one of the big cities with the mission of spreading the image of Vietnam to the world through tourism and economy Here, there are beautiful landscapes that are not only symbols of Da Nang but also of Vietnam that anyone who looks at them will recognize Thanks to the development of tourism, Blossom Resort can come into operation and achieve many achievements During its operation, the resort has constantly made efforts to remove difficulties in order to improve the quality of facilities, human resources or even management policies to attract customers and bring profits • After months of internship at Blossom Resort, I was able to complete my graduation thesis with the topic " An Investigation Into The Real Situation And Some Solutions To Improving The Accommodation Service Quality At The Blossom Resort Danang" Through the process of research combined with the knowledge taught by teachers at Duy Tan University, I have partly understood the importance of accommodation services for resort businesses and guests Moreover, I have cultivated a large amount of knowledge and experience in the process of serving, recognizing common situations or problems in the process of serving, the positive and negative aspects of the working environment • Due to my limited specialized knowledge, I still have many shortcomings in the process of making this graduation thesis, I look forward to receiving useful comments from English teachers in particular and Duy Tan University teachers in general as well as readers • Once again, I would like to thank Ms Nguyen Thi Bao Yen, who has always supported me in the process of completing my graduation thesis with her dedication and enthusiasm I would also like to thank the staff and managers at Blossom Resort, who have always inspired and added valuable knowledge to me during my internship at the resort • REFERENCES • • Eugene P (February 09, 2021) What Is a Resort? (with pictures) • Retrieved from https://www.infobloom.com/what-is-a-resort.htm Catalonia Hotels & Resorts (5 April, 2020) Difference between a hotel and resort Retrieved from https://www.cataloniahotels.com/en/blog/difference-between-a-hotel- • and-resort/ Hotel Briefing Blog + Hoang Cau- Real estate project information (2019) Retrieved from hotelbriefing.blog and https://hoangcau.vn/resort-la-gi.html • Trek Baron (n.d) 10 Different Types of Resorts Retrieved from https://trekbaron.com/types-of-resorts/ • Yumpu (n.d) usual types of resort guests Retrieved from https://www.yumpu.com/en/document/read/55744564/4-usual-types-ofresort-guests • Veesko (n.d) Understanding The Different Types of Accommodation In Tourism Retrieved from https://veesko.com/post/114961446726/different-types-accommodationtourism?fbclid=IwAR2a63c9USpJUJLUHBCjheoZbIAsAr3QHNcyqet3EANmGMNKdzmgXO07c4 • Luanvansieucap (n.d) Indicators of food service quality Retrieved • from https://toc.123doc.net/document/2092264-cac-chi-tieu-danh-gia-chatluong-dich-vu-an-uong.htm • Tripadvisor (n.d) The Blossom Resort Danang Retrieved from • https://www.tripadvisor.com.vn/Hotel_Review-g298085d8132659-Reviews-The_Blossom_Resort_DanangDa_Nang.html • SUPERVISOR’S COMMENT • • • • • • • • • • • • • • • • • ... Investigation into the Real Student: Nguyen Le Thuy Tien Code: 23203211910 Situation of the Accommodation Service Quality at The Blossom Resort Danang and some Suggestions to improve it? ?? 1.2 Aims and. .. investigates the real situation and provides solutions to improving the quality of the accommodation service at The Blossom Resort Danang This case study is based on theory and actual data In order to. .. 1.2.1 Aims The study focuses on the accommodation quality of The Blossom Resort Danang In this research, I will collect data and evaluate the quality, service of the accommodation and guest feedback