MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION THESIS LE DIEU MINH HIEN An Investigation into the Real Situations and Some Solutions to Improving the Quality of th.
INTRODUCTION
Aims and Objectives
Investigating in detail the quality of the housekeeping department in Hadana Boutique Hotel.
Finding out certain strengths, drawbacks of the Housekeeping department
Providing several suggestions for improving the quality of service of Hadana Boutique Hotel
Scope of the Study
This research will focus on three key aspects: first, gathering information about the hotel, including its facilities, service quality, room types, and cleaning procedures, through the hotel website and insights from my supervisor Second, I will assess the department's strengths and weaknesses based on real-world scenarios.
Finally, based on the above suggestions, I will suggest some solutions for Hadana Boutique hotel's service quality hotel.
Method of the Study
The thesis will be presented by the following basic methods:
- Methods of theoretical study combined with observation :
Consider the theory of the service industry in direct contact with guests combined with observation with the actual situation of manners, costumes, and attitudes in the room services
The knowledge for this study was gathered from the Internet, guest evaluations, direct involvement in the workplace of housekeepers, as well as some tourism industry books.
- Method of Description and Analysis :
After observing the service quality, I realize many strengths and weaknesses of room departments So I will give some solutions to improve the quality of the hotel
Organization of the Study
This study is presented in three parts:
- Chapter I : The introduction of the graduation paper, including rationale, aims, and objectives, the scope of the study, methodology, and organization of the study.
- Chapter II : The theoretical background about hotel and some information about Housekeeping department.
- Chapter III : The case description describing the overview of Hadana Boutique Hotel and HK Dept.
- Chapter : The analysis and evaluation of the service qualityⅣ : The analysis and evaluation of the service quality of the Hadana Boutique hotel room department.
- Chapter : Dificulties and solutionsⅤ : Dificulties and solutions of the service quality of the Hadana Boutique hotel room department.
- Chapter : Conclusion and suggestions for Duy Tan Ⅵ : Conclusion and suggestions for Duy Tan
University and the Enghlish Department.
THEORETICAL BACKGROUND
Accommodation is one of the most significant factors influencing an enterprise's performance in the tourism industry The following are some of the most important hotel definitions:
According to British Law, a hotel is defined as an establishment that offers food and shelter to bona fide travelers who can pay for these services and are in an appropriate condition to be accommodated While hotels are obligated to provide lodging and meals, they reserve the right to refuse service to individuals who appear unkempt, disorderly, or intoxicated, as well as to those unable to pay.
Generally speaking, a hotel is a place where customers spend money in exchange for accommodation and food services on a short-term basis.
A hotel is defined as an establishment that provides sleeping accommodations, food, and beverage services, where guests pay for their stay and the associated amenities.
The Vietnam National Administration of Tourism defines a hotel as a tourist accommodation establishment with a minimum of 10 floors, ensuring high-quality facilities, equipment, and essential services for guests.
A hotel serves as a temporary accommodation for travelers, offering a safe environment to sleep and conduct daily activities while away from home These establishments charge guests for their services and utilize a star rating system to indicate the cost, amenities, and comfort level of different lodging options, helping travelers make informed choices.
Accommodation plays a crucial role in enhancing a company's performance within the tourism sector This report will also explore various aspects related to the hotel industry.
A Business Hotel primarily caters to travelers whose main purpose for visiting is business-related, as noted by Patrick Landman This client segment is particularly lucrative for hotels for various reasons, making it a key focus for many establishments.
According to PhD Nguyen Van Manh & PhD Hoang Thi Lan Huong,
The hotel business involves the construction and operation of hotels, focusing on providing services that cater to guests' needs in areas such as dining, hospitality, entertainment, and additional offerings These services not only enhance guest satisfaction but also contribute to the overall profitability of the hotel The quality and variety of services provided are directly linked to the hotel's standards.
The hotel industry plays a crucial role in tourism by offering essential services like lodging and dining, catering to the diverse needs of travelers.
Hotel products encompass the various facilities and amenities offered by a hotel to meet customer needs, starting from the booking process through to check-out Key elements of the hospitality industry include Food and Beverage (F&B), lodging or accommodation, recreation, and travel and tourism.
Commodity items in the hospitality industry refer to tangible services and physical products, such as food, drink, and hotel rooms, that are sold to guests at a set price Proper positioning of these items within the room is essential to ensure efficient circulation and enhance the guest experience.
Products and services encompass both tangible and intangible offerings that fulfill customer needs, resulting in satisfaction or dissatisfaction In the context of hotels, these offerings are categorized into two main types: primary services, which are essential to the guest experience, and supplementary services, which enhance overall satisfaction.
Main services : Bedroom and catering services are the two core services of the hotel
Additional services: are other services with two additional essential services at the request of the customer such as laundry, spa, swimming pool, meeting room, depending on the customer's
Hotels offer additional facilities that are categorized into mandatory and optional types The classification of these extra amenities is governed by the hotel classification standards specific to each country.
Such examples of hotel housekeeping departments are as follows:
Housekeeping encompasses the creation of a clean, comfortable, and safe environment, and it is a shared responsibility across all departments within an establishment Every staff member, including chefs, plays a vital role in maintaining these essential facilities to ensure a positive experience for all.
‘housekeepers’ in the kitchen, the restaurant manager or head waiter
‘housekeepers’ in the restaurant, and the general manager has overall responsibility.[7]
Housekeeping is essential in creating a clean, comfortable, and visually appealing environment, particularly within the hospitality industry It is defined as an operational department in hotels responsible for maintaining cleanliness and aesthetic upkeep in guest rooms, public areas, back areas, and surrounding environments.
The housekeeping department is crucial for ensuring a refreshing and comfortable environment for guests from check-in to check-out Their responsibilities include maintaining and cleaning all areas, such as bedrooms, hallways, restrooms, and meeting rooms, while also managing the condition of electrical appliances and linens The butler oversees daily operations to guarantee smooth service and prompt responses to guest requests for room cleaning Ultimately, the effectiveness of the housekeeping team directly contributes to customer satisfaction and the overall quality of the resort experience.
2.2.2 The Function of the Housekeeping Department
CASE DESCRIPTION
3.1 An Overview of Hadana Boutique Hotel
Picture 3 : An overview of Hadana Boutique Hotel
Address : H1 04- 06, Pham Van Dong street, Son Tra district, Da Nang city Hotline : +84 236 3923 666
Website : https://www.hadanaboutiquedanang.com/vi/
Near the coast of Da Nang is the Hadana hotel Near My Khe beach,one of the most beautiful beaches in the world The hotel connects to the
The Han River Bridge, Da Nang's first bridge, offers convenient access to popular tourist attractions such as Hoi An Ancient Town, My Khe Beach, and Marble Mountain, making it a key landmark for visitors arriving from Da Nang International Airport.
Hadana Hotel boasts a prime location near the stunning My Khe Beach and is surrounded by a variety of elegant shops, cafes, restaurants, and bars With convenient transportation connections to popular tourist attractions, Hadana Hotel ensures guests experience comfort and relaxation during their stay.
Hadana Hotel offers 54 comfortable rooms that blend authentic, modern, and elegant styles, ensuring a quality stay for guests With a focus on professional service, the hotel features modern architectural design, tasteful decor, and top-notch facilities Guests can enjoy stunning sea and city views from the Superior Suite, Deluxe Room, and Family Room, each equipped with air conditioning, an LCD/plasma television, a hairdryer, and a minibar Additionally, the hotel provides well-equipped meeting rooms with fax machines and projectors Visitors can unwind in various ways, from sunbathing on white sand and engaging in water sports to enjoying a party at the bar or indulging in a soothing body massage at the spa.
3.1.2.1 Diagram of Organization Structure of Hadana Boutique Hotel
Figure 2 : Organizational structure of Hadana Boutique Hotel
3.1.2.2 The Function and Tasks of each Department of Hadana
The hotel has a lot of depts Each dept has its duties and responsibilities.
1.General manager : The highest rank of the resort is the General Manager, who is responsible for and oversees all the departments of the hotel.
2.Accounting dept : This dept is responsible for recording the receipts and expenditures, the resort's transactions on the books, to know about the financial situation of the resort,
The human resources department, led by the HR director, plays a crucial role in hotel operations despite its small size This department is responsible for sourcing and managing labor resources, ensuring the quality of staff, and overseeing all administrative procedures related to hotel employees.
Spa is a part of hotel services It contributes hotel revenue and brings relaxation for customer.
The Marketing and Sales Department, led by the Sales Director, plays a crucial role in connecting consumers with the hotel's resources, ensuring that products meet market relevance through strategic pricing and cost adjustments This department is responsible for organizing promotional activities, advertising, and stimulating consumer demand Meanwhile, the Front Office, also known as the front desk, acts as the primary point of contact for guests, vendors, and partners, facilitating communication between guests and the hotel's infrastructure It provides valuable insights to management regarding market demand and customer expectations, while also handling guest check-ins and check-outs, managing customer information, and generating management reports Together, these departments enhance the hotel's operational efficiency and contribute to achieving optimal business results.
The Food and Beverage Department plays a crucial role in enhancing a hotel's profitability by offering high-quality services once lodging facilities are established This department oversees all food and beverage operations, which are categorized into the restaurant and bar sections, as well as managing activities related to manufacturing, distribution, and catering Furthermore, it provides meals for hotel staff and caters to guests with services such as banquets and conference buffets, ensuring a comprehensive dining experience for all.
The department will enhance the hotel's profitability by delivering top-notch products and services while ensuring a positive guest experience during their stay It will work in close collaboration with the reception team to optimize room sales Additionally, the department can be organized into specialized sections, including a cleaning room, laundry room, and cloth shop, each serving distinct functions to support overall hotel operations.
Housekeepers play a crucial role in maintaining a welcoming environment for guests by ensuring that rooms, lobbies, and public areas are consistently clean and ready for occupancy They routinely check the condition of rooms, equipment, and amenities while delivering exceptional service to visitors Additionally, they communicate important updates to receptionists regarding the status of tenants, ensuring a seamless guest experience.
3.1.3 The Facilities of Hadana Boutique Hotel
The hotel has 11 floors with 54 self-contained rooms, including ten types of rooms Besides, the hotel also has views of the city center and famous bridges in Da Nang.
Living room equipment includes Refrigerator, comb, LCD TV, Razor, Internet, Inkboard, Phone, Brush, Soap, Shampoo, Body Lotion, Air conditioner, Shower gel, Umbrella, Safe.
Besides, the room in the apartment also has essential items for daily cooking.
Picture 4 : Supperior Room in Hadana Boutique Hotel
Picture 5 : Deluxe Room in Hadana Boutique Hotel
Picture 6 : Family Room in Hadana Boutique Hotel
3.1.4 The Products of Hadana Boutique Hotel
Picture 7 : Facility of Hadana Boutique Hotel
The hotel features a diverse range of amenities to cater to every guest's needs, including comfortable lodging and exquisite dining options In addition, it provides a variety of facilities such as a rejuvenating spa, a refreshing swimming pool, and versatile conference spaces For those looking to discover Da Nang independently, the hotel also offers convenient motorcycle and car rental services.
3.2 Housekeeping Department at Hadana Boutique Hotel
3.2.1 The Overview of the Housekeeping Department at Hadana Boutique Hotel
The department, while indirectly communicating with customers, is essential in ensuring a positive experience for each guest It is responsible for maintaining the comfort of the resort, overseeing that every aspect of the room is in order from check-in to check-out, and meticulously cleaning all areas, including bedrooms and corridors, to create a refreshing atmosphere that enhances guest enjoyment.
The housekeeping department is essential for ensuring customer satisfaction by maintaining cleanliness and organization throughout the resort Housekeepers are responsible for daily room upkeep, checking electrical equipment, and managing the minibar for guest billing They also clean public areas, including restrooms, hallways, meeting rooms, and restaurants, while overseeing the inventory of linens delivered to laundry staff Additionally, they handle laundry requests from guests, highlighting their crucial role in providing a seamless experience.
3.2.2 The Oganization Structure of the Housekeeping Department at Hadana Boutique Hotel
Figure 3 : Organizational structure of Housekeeping in Hadana Boutique
3.2.3 Functions and Responsibilities of Hadana Boutique Hotel
The primary responsibility of the housekeeping department is to maintain cleanliness and sanitation throughout the hotel This includes using vacuum cleaners and carpet cleaners to disinfect furniture in hallways, offices, and public areas Housekeeping staff collect and dispose of trash, change sheets, and make beds while ensuring public restrooms are disinfected and stocked with toiletries for guests They also dust and polish furniture, and some hotels even provide requested items like cribs for families These essential tasks are handled by dedicated cleaning personnel.
The cleaning department plays a crucial role in maintaining the hotel's cleanliness and hygiene This team is responsible for ensuring that all rooms are spotless and that the hotel environment remains sanitary Additionally, they manage laundry services and must meet customer expectations, guaranteeing high-quality room standards throughout each guest's stay.
3.2.4 The Process of Housekeeping Staff at Hadana Boutique Hotel
Picture 8: The process of hotel housekeeping with accompanying actives[14]
The prevention process is followed in 5 stages:
To start the cleaning process, open the room's door to let in natural light, which helps eliminate harmful bacteria and creates a more open atmosphere Next, sweep and dust the house to remove dirt before cleaning the floors This order is essential, as tackling the floors first can make it challenging to remove excess hair and debris, making it more effective to save this task for last in your cleaning routine.
To ensure a thorough cleaning of the room, start by creating a checklist of all the furniture that needs attention Next, change the blankets and pillows to restore the space to its original condition After that, systematically clean each item on your list to eliminate dirt and dust, helping you avoid any overlooked areas that require cleaning.
ANALYSIS AND EVALUATION
To gain a comprehensive understanding of the service quality at Hadana Boutique Hotel, I conducted a survey of 100 guest feedback responses This analysis, informed by both practical experience and academic knowledge, was made possible with the valuable support of instructor Tran Thi Tho and the hotel guests By examining the survey results, I identified key factors influencing the housekeeping department's service quality, enabling us to determine effective strategies for improvement.
4.1.1 The service quality of the staff
Every employee contributes significantly to customer feedback, with housekeeping staff being crucial to a hotel's success Positive reviews regarding housekeeping can foster customer loyalty and attract a larger pool of potential guests This analysis will focus on customer reviews of Hadana Boutique, specifically concerning the performance of the housekeeping team.
Chart 1: The chart shows the customer's assessment of the attitudes of the room staff.
Chart 1 indicates that the room staff's customer service attitude is generally positive, with 63% of customers rating it as friendly, 10% as amicable, and 26% as average Customers appreciate the approachable demeanor of the staff, noting their enthusiasm in addressing inquiries However, 26% of customers rate the service as average, perceiving it as a standard expectation for employees Ultimately, the staff's attitude plays a crucial role in influencing customers' decisions to return to the hotel.
Chart 2: The chart shows the customer assessment of the professionalism of the room staff.
Chart 2 indicates that the professionalism of the room staff at Hadana Boutique Hotel is rated as average, with 50% of guests considering it good and only 5% rating it as very good A customer survey highlights the need for room staff to improve their handling of unexpected situations, as many guests feel their requests are not adequately addressed Additionally, some international guests have noted a deficiency in foreign language skills among the staff This feedback underscores the necessity for targeted training to address these shortcomings and enhance overall guest satisfaction.
Chart 3: The chart shows the customer assessment of the room staff's working style.
Chart 3 illustrates the performance of room staff, revealing that 58% of guests rated their service as average, 37% as good, and only 5% as very good This indicates a lack of professionalism among the staff, as many customers expressed dissatisfaction with their interactions, suggesting that the room staff at Hadana Hotel do not create a welcoming atmosphere for guests.
Customer satisfaction is influenced by both human interactions and the quality of facilities Modern hotel amenities play a crucial role in enhancing the guest experience In this article, I will analyze guest reviews regarding the equipment and facilities at Hadana Boutique Hotel to highlight their impact on overall satisfaction.
Chart 4: The chart shows how customers feel about the first time entering the room
Chart four illustrates guest emotions upon entering a room for the first time, revealing a high satisfaction rate of 72%, with 10% highly satisfied and 18% feeling good, while no guests reported negative experiences This positive feedback reflects the staff's careful preparation and attention to detail in room rentals The data suggests that the hotel has effectively researched customer needs, aided by the housekeeping department, to ensure a comfortable and welcoming atmosphere for guests.
Chart 5: The chart shows how customers feel about the layout of the room
Chart 5 illustrates guest sentiment regarding the room layout, revealing that 72% of reviews are positive, with 3% rated as very nice and 25% as average, while no negative feedback was recorded Visitors generally express satisfaction with the layout, appreciating its warm and comfortable ambiance However, some guests find the design too simple and lacking in visual appeal To cater to more discerning guests, the hotel should consider enhancements to improve the overall experience.
Chart 6: The chart shows the customer's perception of the cleanliness of the bedroom
Chart 6 shows the guest's perception of the cleanliness of the room with 85% clean, 10% feeling very clean, the remaining 5% feeling normal, no bad reviews Most satisfaction levels are satisfied One can see the meticulousness, care, and dedication of the room staff Even demanding customers are satisfied, including the cleanliness of the room, no complaints at all Here we can see that the hotel always puts hygiene first.
Chart 7: The chart shows the customer's perception of the equipment in the bedroom
Chart 7 shows your experience using the device in your room.Customer rating with satisfaction is 57%, followed by 41% and a bad review of 2% Through the number of reviews, it can be seen that customer feedback about Hadana equipment is quite old compared to before.Although some devices have been renewed since 2015, the quality of the devices is not good Equipment plays a vital role, so the hotel needs to have new policy changes in the future.
Chart 8: The chart shows the customer's perception of the cleanliness in the bathroom
Chart 8 shows the assessment of the cleanliness of the bathroom We can see the percentages are pretty good with good reviews at 54%, extremely good at 14%, at the normal rating of 44%, without any bad reviews Of all the surveys given to visitors, almost no one complains about this Once again, we see the meticulousness of the room department in terms of cleaning Through this, we can see that Hadana Hotel pays excellent attention to hygiene For the hotel staff, there is always the motto to put the satisfaction of customers first
Chart 9: The chart shows the customer's perception of the equipment in the bathroom
Chart 9 shows guest reviews of bathroom appliances, a positive thought, a satisfaction level of 80%, a great pleasure of 2%, and an average rating of 18% Although the survey, many tourists said that the water system is problematic, water use is relatively weak However, when contacting the room staff, they got the technical staff, so they promptly handled it, bringing positive reviews
4.1.3 The possibility of returning to stay in hotel
Customer feedback plays a crucial role in influencing hotel occupancy rates Positive reviews significantly increase the likelihood of repeat visits, while also attracting new guests Therefore, it is essential to assess whether tourists are inclined to choose the hotel for their future stays.
Chart 10: Chart showing potential return of customers in the future
According to Chart 10, 74% of customers expressed their intention to return to the hotel in the future, while 23% are considering other options, and 3% do not plan to return This survey indicates a significant portion of guests are likely to revisit, although some are seeking new accommodations The small percentage of customers who chose not to return cited complaints such as inadequate water supply and outdated room equipment To enhance service quality and boost guest retention, it is essential to address these issues promptly.
All housekeeping staff undergo comprehensive training in customer service and essential skills, ensuring they are well-prepared for their roles With the team's significant experience, the hotel minimizes the time spent on onboarding new employees.
The housekeeping department still practices the proper customer service protocol and effectively uses the hotel management system to provide the most comfort and convenience.
The Secretariat is always crucial and critical in the information exchange process between the department and other departments, providing necessary and timely information.
When meeting clients, maintaining a proper service attitude, and doing their job without interfering with customers, public departments are often friendly.
DIFICULTITIES AND SOLUTIONS
Although the survey shows that the rate of guest reviews is above average, there are many drawbacks that the hotel should reconsider to improve service quality.
The housekeeping department maintains a commendable standard of cleanliness; however, some employees lack a warm attitude towards customers, which poses a significant challenge for the hotel This issue must be addressed promptly, as positive work attitudes are crucial in the service industry and directly influence guest loyalty Negative experiences can lead to unfavorable word-of-mouth, jeopardizing the hotel's potential customer base.
Improving the foreign language skills of hotel room staff is essential, especially given the presence of numerous international tourists As noted in chapter three, most of the room staff have only completed high school education While they are well-trained in their professional roles, enhancing their soft skills, including language proficiency, is crucial for the hotel's overall development and guest satisfaction.
Despite a renovation in 2015, some hotel facilities remain outdated, resulting in ongoing complaints from guests This situation poses a challenge for the hotel, as fully repairing and replacing these devices would incur significant costs.
Attracting guests to the hotel through media advertising presents a significant challenge, but ensuring they leave satisfied and comfortable is paramount The perceived quality of service ultimately determines customer satisfaction during their stay.
Here I will give some solutions to improve service quality according to my research.
A professional working style distinguishes proficient employees from those less familiar with their roles, and this is highly valued in the hotel industry To cultivate this standard, the hotel prioritizes employee education and guidance However, there are still unresolved aspects of staff preparation that need to be addressed for optimal performance.
Hotel staff should prioritize soft skills training to effectively manage challenging situations, ensuring they can maintain a positive demeanor and express warmth to guests, even when feeling exhausted.
The hotel operates in shifts, enabling staff to participate in additional English classes, which enhances their ability to cater to foreign guests and minimizes language barriers Additionally, regular health checks are conducted for employees to ensure they are capable of performing effectively in high-pressure situations.
Finally, provide incentives for employees and physical incentives in place to retain employees Because the nature of housekeeping work is that repetitive work can easily cause boredom for employees
Hotel facilities are a critical component of the overall tourism product.
To enhance overall facility efficiency, it is crucial for the hotel to implement concrete measures While the stability of the facilities and equipment is satisfactory, proactive steps must be taken to further improve their efficiency.
Regularly inspect room components, including vacuum cleaners, window screens, and protective equipment, at least once a month Promptly repair any damages to ensure optimal functionality and safety.
The water system needs to be renewed entirely in some rooms with guests complaining.
Maintain the telephone cord to ensure smooth communication between departments within the hotel and outside the hotel.
To enhance guest satisfaction and create a lasting impression, hotels should invest in improved facilities that enable staff to operate more efficiently and elevate the overall quality of service.
5.2.3 The Process of Housekeeping Department
The attitude of room staff significantly impacts the overall quality of hotel services It is essential for staff to be polite and welcoming when interacting with guests, as their demeanor plays a critical role in shaping the guest experience.
At this stage, staff must ensure that all rooms are neatly arranged and meet special requirements for guest readiness Additionally, it is essential to thoroughly check the minibar to confirm that a complete range of food options is available before guests arrive.
The room staff must ensure that every member welcomes guests with a smile when meeting guests in the hallway or even when they are in the room.
Must follow the correct cleaning procedures that the hotel has outlined, do not miss any steps.
CONCLUSION AND SUGGESTIONS
Hadana Hotel boasts a prime location, conveniently situated near all the city's amenities, making it a top choice for visitors seeking comfortable accommodation.
The room department plays a vital role in the success of the hotel industry, as exceptional housekeeping services are essential for attracting and retaining guests The overall performance of a hotel can be influenced by various factors, including hotel policies, the quality of services provided by the room department, available facilities, and the competency of staff.
To enhance business growth, the hotel has adopted various policies tailored primarily for a specific customer demographic, which may result in an imbalance within the tourism market.
To enhance a hotel's reputation, it is essential to diversify the service offerings within the room department Implementing practical measures to elevate the standards of the housekeeping department can significantly impact guest satisfaction and overall service quality.
Third, the quality of facilities is also an essential factor in improving service efficiency, vehicles and equipment should also be kept in good condition.
Effective employee recruitment and development are crucial for achieving service excellence, as the quality of service is directly linked to individual employees Consequently, comprehensive staff training is essential, as it enhances efficiency while equipping employees with the necessary professional awareness and skills.
During my internship, I recognized the critical role of service quality, particularly within the hotel room department, which prompted my desire to explore its causes and potential solutions for enhancement Despite my enthusiasm, my graduation paper reflects a lack of knowledge and experience, leaving several shortcomings unaddressed I acknowledge that some proposed solutions may not fully resolve the issues at hand, and I welcome the guidance of teachers, professors, and readers in the field of foreign languages.
6.2.1 Some suggestions for Duy Tan University
School administrators should prioritize reducing unrelated topics in the curriculum, as many subjects offer vague information that can overwhelm first-year students This lack of focus on essential skills and future orientation may contribute to feelings of depression and disengagement in the learning process, ultimately leading to decreased academic performance By streamlining content to emphasize relevant majors and practical knowledge, students can better prepare for their future careers.
To enhance students' academic focus on advanced subjects, it is essential to reduce the time allocated to physical education, which currently spans five semesters Additionally, class schedules should be tailored to align with students' majors The existing orientation themes are inconsistent, as students are exposed to various English proficiency tests—Toiec, Toefl, and Ielts—over three school years This confusion leads to prolonged periods of uncertainty, causing significant stress among students.
To ensure timely graduation, each semester must offer a sufficient number of specialized courses It is essential for students to complete all advanced subjects to remain aligned with their academic program Additionally, the unavailability of certain courses during enrollment has hindered students' progress and delayed their graduation.
The integration of technology in education creates a more dynamic and engaging learning environment With tools like Zoom and Sakai, educational programs are overcoming previous limitations The internet offers students significant benefits, such as cost savings and flexible study options, enabling them to learn anytime and anywhere Additionally, online platforms serve as valuable repositories for learning materials and lecture slides, allowing for easy review and preparation before classes This shift minimizes external distractions, allowing instructors to focus on delivering effective lessons.
6.2.2 Some suggestions for English Department
First, the Department should invite more international teachers to take part in classes to build a new environmental study that will help students speak English fluently
The Department should organize real tours and practical lessons to enhance experiential learning for tourism students Additionally, establishing English clubs is essential for improving students' communication skills, which are crucial for their future careers.
Duy Tan University needs to address the repair of its damaged facilities and invest in equipment to enhance language analysis services for students.
The hierarchy in hotels, whether small, medium, large, or part of a chain, plays a crucial role in ensuring efficient operations and excellent guest service Understanding the organizational structure helps streamline communication and responsibilities among staff, from management to housekeeping Proper training and clear delineation of roles are essential for maintaining high standards and enhancing guest experiences in the hospitality industry.
[10]in the book 'Multidisciplinary and Multinational Perspectives' mentioned the quality of the service as " quality is in the eyes of the customer “
[5]TS Nguyễn Văn Mạnh, ThS Hoàng Thị Lan Hương (2001), Quản trị kinh doanh khách sạn, Đại học Kinh tế Quốc Dân, NXB Kinh tế Quốc Dân.
I am a student from K23 class, English for Tourism of Duy Tan University. Currently, I am doing my graduation thesis on " Some Solutions to
Improving the Quality of the Housekeeping Service at Hadana Boutique Hotel " This survey is designed to evaluate and explore the factors affecting the service quality of the hotel.
By participating in this survey, you have provided valuable insights that will enable the hotel to enhance its services and better align with customer expectations Your input is essential for improving overall quality and meeting the needs of our guests.
I promise that all information you provide will be kept confidential.
1 How do you feel about the attitudes of the room attendant?
Very frienly Friendly Normal Bad
2 Overall, How Professional are the houseskeppers ?
Very good Good Normal Bad
3 Do you think the room service style of the housekeeper good?
Very good Good Normal Bad
4 How did you feel when you first entered the room?
Highly satisfied Satisfied Normal Bad
5 How do you feel about the room layout ?
Very beautiful Beautiful Normal Bad
6 How do you feel about the cleanliness of the bedroom?
Very clean Clean Normal Bad
8 How do you feel about the cleanliness of the bathroom?
Very clean Clean Normal Bad
9 How do you feel about using the appliances in the bathroom ?
Highly satisfied Satisfied Normal Bad
10 Do you choose to stay at Handana Boutique hotel in the future?