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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.
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 THE HOUSEKEEPING SERVICE AT HADANA BOUTIQUE HOTEL Major : English for Tourism Code : 702 DA NANG – June 2021 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 THE HOUSEKEEPING SERVICE AT HADANA BOUTIQUE HOTEL Major : English for Tourism Code : 702 SUPERVISOR : TRAN THI THO, M.A DA NANG –June 2021 ACKNOWLEDGEMENT Dear all the teachers in Department of Foreign languages of Duy Tan University Dear my supervisor, Tran Thi Tho Dear the director and most of the staff in Hadana Boutique Hotel in Da Nang city.First of all, I would like to express my deep appreciation to Duy Tan University that has created an opportunity for our students to have time practicing valuable lessons and improving soft skills and exchanging knowledge In addition, Duy Tan University also has a strong educational program In particular, all teachers in the Department of Foreign Languages are often educated in a wide variety of subjects so their lessons are interesting and beneficial to students The school offered me a chance to practice myself during the internship period Furthermore, I am very grateful to my supervisor Tran Thi Tho for giving me the opportunity and spending my valuable time accompanying me to make this report The internship report could not be done well without her dedicated help Next, I would like to thank Hadana Boutique Hotel for providing me with an opportunity and a good working atmosphere to develop my skills The director and staff of the department supported me enthusiastically during my internship here At last, I wish all of you have good health Sincerely Le Dieu Minh Hien STATEMENT OF AUTHORSHIP I guarantee that I wrote the current study separately, I have indicated all parts of the work in which references are used according to my wording or their meaning This thesis has not been submitted to any other tertiary institution for a degree or diploma I further declare that I have not submitted this thesis at any other institution to obtain a degree Danang, March 26th, 2021 Best Regard, Le Dieu Minh Hien ABSTRACT The article reviews the service processes and makes recommendations for quality improvement of the Room Department of Hadana Boutique Hotel Quality is a critical factor in the business of travel agencies In this article, I want to emphasize the importance of the Rooming Department at Hadana Boutique Hotel in particular and in general I want to point out the strengths and weaknesses of the Housekeeping Department based on the current state of the room quality at this hotel Therefore, I can offer some suggestions to improve the service standard for the Room Department of Hadana Boutique Hotel LIST OF ABBREVIATIONS HR : Human Resource Dept : Department F&B : Food and Beverage HK : Housekeeping TABLE OF CONTENTS ACKNOWLEDGEMENT .i STATEMENT OF AUTHORSHIP ii ABSTRACT iii LIST OF ABBREVIATIONS iv CHAPTER I: INTRODUCTION 1.Rationale .1 Aims and Objectives Scope of the Study .2 Method of the Study Organization of the Study CHAPTER 2: THEORETICAL BACKGROUND 2.1 Hotel Business 2.1.1 Concept of Hotel 2.1.2 Concept of Hotel Business .5 2.1.3 Products of Hotel Business 2.2 Housekeeping Department 2.2.1 Definition of Housekeeping Department .6 2.2.2 The Function of the Housekeeping Department .9 2.2.3 The Contact Between the Housekeeping Department and other Department 2.2.4 Oganization Structure of Housekeeping Department 10 2.3 Quality and Service Quality of the Housekeeping Department in the Hotel 13 2.3.1 Concept of Quality .13 2.3.2 Concept of Service Quality 14 2.3.3 Features of Service Quality in Hotel 14 CHAPTER 3: CASE DESCRIPTION 16 3.1 An Overview of Hadana Boutique Hotel 16 3.1.1 Introduction and Foundation 17 3.1.2 Human Resource and Organization 18 3.1.3 The Facilities of Hadana Boutique Hotel .21 3.1.4 The Products of Hadana Boutique Hotel 23 3.2 Housekeeping Department at Hadana Boutique Hotel 24 3.2.1 The Overview of the Housekeeping Department at Hadana Boutique Hotel 24 3.2.2 The Oganization Structure of the Housekeeping Department at Hadana Boutique Hotel 25 3.2.3 Functions and Responsibilities of Hadana Boutique Hotel 25 3.2.4 The Process of Housekeeping Staff at Hadana Boutique Hotel 26 3.3 Real Situation of the Quality of the Housekeeping Department at Hadana Boutique Hotel 27 3.3.1 Real situation of Hadana Boutique Hotel .27 3.3.2 Real situation of Housekeeping Department of Hadana Boutique Hotel 29 CHAPTER 4: ANALYSIS AND EVALUATION 31 4.1 Analysis of the service quality of the Hadana Boutique hotel room department .31 4.1.1 The service quality of the staff .31 4.1.2 The facility 35 4.1.3 The possibility of returning to stay in hotel 40 4.2 Strengths and Weakneses .42 CHAPTER 5: DIFICULTITIES AND SOLUTIONS 44 42 4.2 Strengths and Weakneses - The Strengths All housekeeping staff has received extensive training in both customer service and basic skills Furthermore, since the team has the essential experience, the hotel does not spend a lot of time educating 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 Room workers are an essential part of housekeeping They play a vital role in the customer service process, ensuring that customers have safe, airy, and fully fitted rooms at all times The laundry department is still in contact with the room service staff; thus, the work of the other departments is more comfortable and smooth This department pays close attention to the customer's washing If there is some diligence, if something goes wrong during the laundry process, the 43 workers will address it as soon as possible before returning the item to the customer The hotel's room service department is very adaptable when it comes to dealing with ad hoc circumstances Managers, supervisors, and assistants always have precise and appropriate strategies for workers to learn and obey - The Weakneses Although the cleaning department follows hotel cleaning protocols, there are some unprofessional aspects Furthermore, omitting facilities or failing to inspect the room before cleaning are also common mistakes The hotel also has some novice employees who not meet the job specifications of the hotel, lowering the quality of their jobs During peak seasons, hotels face difficulties due to a shortage of staff, especially room staff Some of the department's equipment is outdated and frequently damaged, especially vacuum cleaners, trolleys, and staff radios The number of workers in significant tourism and resort enterprises who can develop their professionalism has received little attention There are many flaws in preparation and ability enhancement for all Due to a lack of essential communication, staff foreign language skills remain limited Since not all employees are fluent in a foreign language, service quality suffers as a result The capacity of the staff to interact fluently with foreign visitors remains limited The majority of the workers can only communicate in short sentences This demonstrates that the staff's language skills are lacking This has an immediate effect Although the team works quite neatly and meticulously, the attitude toward visitors is not yet friendly 44 As a result, the housekeeping staff's efficiency must be improved further in this regard on the hotel's service quality 45 CHAPTER 5: DIFICULTITIES AND SOLUTIONS 5.1 Difficulties 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 works very hard and exhibits a relatively high level of cleanliness However, some employees still not have a warm working attitude with customers This is the first difficulty that the hotel encountered This should be corrected immediately Since work attitudes are essential in the service industry, it determines whether or not guests will return In a worse case, the guest will pass word of mouth to someone else, and the hotel will lose potential customers The second thing is about the foreign language skills of the room staff that needs to be improved Since there are also many foreign tourists staying here, this is reasonably necessary According to the reality I gave in chapter three, most of the room staff graduated from high school Despite being well-trained in professional expertise, the team should try to learn more soft skills for the hotel to develop better The last thing is about the physical basis Although it was remodeled in 2015, some devices have not renewed, leading to unnecessary complaints This seems to be difficult for the hotel if fully repairing and replacing will cost quite a high cost Others arriving at the hotel through advertising on media have been a significant challenge Once guests have chosen and stayed at our hotel, let them leave comfortably and satisfied Whether the service quality is good or not is due to the customer's perception 46 5.2 Solutions Here I will give some solutions to improve service quality according to my research 5.2.1 The Housekeeping staff When an individual is considered proficient at their job, their working style varies from that of someone unfamiliar with the job; this is referred to as a professional working style The hotel places a high value on this level, and educating and guiding employees is a top priority to achieve it The hotel still has some unresolved stages of staff preparation, which I believe should be addressed as follows: Because of the difficulties I described earlier, hotel staff can take more soft skills lessons, learn how to handle situations appropriately, and practice more facial expressions while being exhausted but still showing off jovial with visitors Next, the hotel is divided into shifts It allows staff to take extra classes in English, contributing to increasing the ability to meet the needs of foreign guests, avoiding the creation of considerable language barriers Conduct periodic health checks of employees to ensure they can work in high-pressure environments 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 5.2.2 Facilities Hotel facilities are a critical component of the overall tourism product As a result, it is essential to improving facility efficiency Overall, the facilities and equipment were stable; however, the hotel must also take concrete steps to enhance the efficiency of its facilities 47 The parts in the room should be checked regularly once a month for the counter machines such as vacuum cleaner, window screens, protective equipment, If there is some damage, must be repaired promptly 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 create a perfect picture in guests' minds, the hotel should upgrade to better facilities to help staff function more efficiently and make visitors happier with the standard of hotel service 5.2.3 The Process of Housekeeping Department Room staff greatly influence the quality of hotel products, so they need to pay attention to their attitudes when interacting with guests, so their attitude is critical They must be polite and welcoming when welcoming Before the customer arrives During this stage, staff should check the arrangement of all rooms to ensure that all rooms are neatly arranged Furthermore, staff should carefully check special requirements and make arrangements to ensure they are ready to let guests enter the room Check out the full range of foods in the full minibar before entering When guests stay 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, not miss any steps 48 CHAPTER 6: CONCLUSION AND SUGGESTIONS 6.1 Summary of the findings Hadana Hotel is located in a beautiful location, very close to all amenities of the city This is also one of the strong points that make visitors choose Hadana as a place to stay It can be said that the room department is a critical factor in the development of the hotel business Without the excellent services of the housekeeping department providing guest amenities, it would not be enough to attract and maintain a significant number of tourists There are both positive and negative impacts on a hotel's business It can come from the hotel's policy, the service quality of the room department, facilities, and staff First of all, to grow the business, the hotel has implemented several policies However, these policies are mainly based on a specific group of customers This can lead to an imbalance in the tourism market Second, the hotel needs to diversify the service forms of the room department This aspect dramatically affects a hotel's reputation, so hotels should take practical steps to raise the service standards of the housekeeping department Third, the quality of facilities is also an essential factor in improving service efficiency, vehicles and equipment should also be kept in good condition Ultimately, employee recruitment and growth matters most The level of service excellence depends on the individual employee Therefore, staff training is indispensable in many aspects; it increases efficiency at the same 49 time when employees are equipped with professional awareness, proficient skills During my internship, I realized the importance of service quality, especially the service quality of the room department in the hotel, so I wanted to find out the causes and solutions to improve the quality However, with the lack of knowledge and experience, my graduation paper still has many shortcomings Some solutions cannot cover all the problems, and I hope to receive the advice of teachers and professors in foreign languages and readers 6.2 Suggestions 6.2.1 Some suggestions for Duy Tan University School administrators should consider reducing the number of unrelated topics Some subjects provide a hazy amount of information to first-year students, failing to concentrate on skills and focus and failing to differentiate between orientation in the future, leading to depression in the learning process and drop-in learning Causes students to devote time to majors and background information relevant to the upcoming work Reduce the time allotted to students to give them more time to study advanced subjects: Currently, the physical education program at the school lasts five semesters or ten levels These are ex Making class schedules for students based on their majors: Oriented survey quality: Currently, some orientation themes are inconsistent, as follows: over three school years, students can study subjects such as listening, speaking, reading, and Vietnamese However, in three distinct forms (Toiec, Toefl, Ielts) As a result, students become perplexed for long periods, which places tremendous strain on students 50 Furthermore, each semester should include enough specialized subjects to allow students to graduate on time Students must complete all advanced subjects to stay on track with the program Some subjects were not available at the time of enrollment, which slowed students' acquisition and graduation Finally, using technology to build a more dynamic and appealing learning environment: Today, education is one of the fields that benefit from the popularity and advancement of technology The incorporation of technology into educational programs improves upon previous limitations in a variety of ways The Zoom application and the Sakai browser, and teaching materials are now available at the school The use of the internet in the modern era provides students with many advantages, including saving money and effectively managing time, allowing students to study whenever and wherever they choose The online environment serves as a repository for learning materials and instructor slides, allowing students to review previous lessons or schedule lessons before attending class Outside stimuli are less vital, allowing the instructor to concentrate and learn the lecture more effectively 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 Second, the Department should also arrange some real tours or practical lessons for tourist students to have more experience Communication skills are of great importance to any student while working 51 in the future We, therefore, hope that the Department will set up several English clubs to help students develop communication in English Last but not least, Duy Tan University should repair some of the damaged facilities and invest some equipment for serving the student's language analysis REFERENCES Websites https://tourismnotes.com/hotels/ [1] http://fandbfood.com/what-is-hotel/ [2] https://thuvienphapluat.vn/[3] https://www.xotels.com/en/glossary/business-hotel/ [4] https://askinglot.com/ [6] https://www.linkedin.com/ [7] https://work.chron.com/housekeeping-functions-hospitality-industry30195.html [8] https://hmhub.me/hierarchy-in-small-medium-large-and-chain-hotels/[9] https://setupmyhotel.com/train-my-hotel-staff/hk/789housekeeping.html[11] https://www.gbnews [12] https://www.inspiredpharma.com[13] https://condrou.com[14] English Books : [10]in the book 'Multidisciplinary and Multinational Perspectives' mentioned the quality of the service as " quality is in the eyes of the customer “ Vietnamese Books : [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 APPENDIX QUESTIONNAIRE Dear Sir/ Madam! 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 filling in the information in this survey, you have helped me collect accurate information and contribute to helping the hotel have a basis to improve the quality to meet the needs and customers customer's expectations I promise that all information you provide will be kept confidential How you feel about the attitudes of the room attendant? Very frienly Friendly Normal Bad Overall, How Professional are the houseskeppers ? Very good Good Normal Bad Do you think the room service style of the housekeeper good? Very good Good Normal Bad How did you feel when you first entered the room? Highly satisfied Satisfied Normal Bad How you feel about the room layout ? Very beautiful Beautiful Normal Bad How you feel about the cleanliness of the bedroom? Very clean Clean Normal Bad How you feel when using the amenities of the room such as mini bar, TV, internet, ? Highly satisfied Satisfied Normal Bad How you feel about the cleanliness of the bathroom? Very clean Clean Normal Bad How 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? Yes No Another opinion SUPERVISOR’S COMMENTS EXAMINER’S COMMENTS ... chosen the topic "An Investigation into the Real Situations and Some Solutions to Improving the Quality of the Housekeeping Service at Hadana Boutique Hotel" as a research topic for my graduation. .. NANG – June 2021 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. .. Housekeeping Staff at Hadana Boutique Hotel 26 3.3 Real Situation of the Quality of the Housekeeping Department at Hadana Boutique Hotel 27 3.3.1 Real situation of Hadana Boutique Hotel