Phát triển dịch vụ của khách sạn melia hà nội đến năm 2020

7768 LV.ThS DHKTQD LCH CAM DOAN Toi xin cam doan day la cong trinh nghien cuu cua rieng toi Cac s6 li?u, ket qua nghien cuu luan van la trung thirc, noi dung luan v&n chua tung dirge cong bo bit ky cong trinh nao Hoang Thuy Chinh MVC LUC Lol cam doan Danh muc tir viet tat Danh muc so* do, bang, bieu Tom tat luan van LOI MODAL CHUONG 1: MQT S6 VAN DE CO BAN VE PHAT TRIEN DICH VU CUA KHACH SAN 1.1 Dich vu khach san va phan loai dich vu cua khach san 1.1.1 Khai niem dich vu cua khach san 1.1.2 Phan loai dich vp cua khach san 11 1.2 Phat trien dich vu cua khach san va vai tro cua phat trien dich vu cua khach san 14 1.2.1 Phat trien dich vp cua khach san 14 1.2.2 Vai tro, y nghia cua vi?c phat trien dich vu cua khach san 17 1.3 Noi dung phat trien dich vu cua khach san 19 1.3.1 Phat trien dich vp cua khach san theo chieu rong 19 1.3.2 Phat trien dich vu cua khach san theo chieu sau 21 1.3.3 Phat trien ket hop goi dich vu cho cac danh muc khach hang khac 22 1.4 Nhung nhan to anh huong tdi phat trien dich vu cua khach san 23 1.4.1 Nhu cau cua khach hang dich vu 23 1.4.2 Yeu to phap luat chi phoi hoat dong phat trien dich vu cua khach san 23 1.4.3 Co so vat chat ky thuat cua khach san anh huong den phat trien dich vu cua khach san 24 1.4.4 Kha nang cua doi ngu lao dong dap ung nhu cau phat trien dich vu cua khach san 25 1.4.5 Su da dang va chat luong cua dich vu cua khach san 26 1.5 Kinh nghiem phat trien dich vu cua khach san o mot so khach san 27 1.5.1 Kinh nghiem phat trien dich vu cua khach san Ritz-Carton Singapore 27 1.5.2 Kinh nghi$m phat trien dich vy khach san cua Tap doan Accor 28 1.5.3 Bai hoe kinh nghiym rut ve phat trien dich vu cua khach san eho cac khach san tai Viet Nam 229 CHTONG 2: TH1/C TRANG PHAT TRIEN DICH VV CUA KHACH SAN MELIA HA NQI 31 2.1 Khai quat tinh hinh hoat dong kinh doanh cua khach san Melia Ha Noi 311 2.1.1 Vai net ve nganh kinh doanh khach san cua Viet Nam 31 2.1.2 Tap doan Melia International Hotel and Resort 32 2.1.3 Dac diem kinh doanh cua khach san Melia Ha Noi 34 2.2 Thuc trang ve phat trien dich vu cua Khach san Melia Ha Noi 41 2.2.1 Cac loai dich vy cua khach san Melia Ha Noi 41 2.2.2 Thuc trang ve phat trien dich vy cua Khach san Melia theo chieu rong 43 2.2.3 Thuc trang phat trien dich vu cua Khach san Melia Ha Noi theo chieu sau 63 2.3 Danh gia su phat trien dich vu cua Khach san Melia Ha Noi 69 2.3.1 Thanh tuu 69 2.3.2 Han che 75 2.3.3 Nguyen nhan cua nhung han che 79 CHVONG 3: PHVONG HV6NG VA GIAI PHAP NHAM PHAT TRIEN DICH VV CUA KHACH SAN MELIA HA NOI HEN NAM 2020 811 3.1 Xu huong phat trien nganh du lich - khach san Viet Nam den nam 2020 va dinh huong phat trien dich vu cua nganh kinh doanh khach san 81 3.1.1 Xu huong phat trien cua nganh du lich Viet Nam den nam 2020 81 3.1.2 Xu huong phat trien cua nganh kinh doanh khach san 84 3.1.3 Danh gia nang luc canh tranh cua khach san Melia Ha Noi tuong lai bang mo hinh SWOT 87 3.2 Phuong huong, muc tieu phat trien dich vu cua khach san Melia Ha Noi den nam 2020 90 3.2.1 PPuong huong chuug cua khach san den nam 2002 90 3.2.2 Phuong huong phat trien dich vu cua khach san Melia Ha Noi den nam 2020 91 3.2.3 Muc tieu kinh doanh cua khach san Melia Ha Noi den nam 2020 91 3.3 Giai phap nham phat trien dich vu cua Khach san Melia Ha Noi 92 3.3.1 Gidi phap nham phat trien dich vu cua Khach san Melia Ha Noi theo chieu sau 92 3.3.2 Giai phap nham phat trien dich vu cua khach san Melia Ha noi theo chieu rong 95 3.3.3 Tang cuong cong tac Marketing khac nham phat trien dich vu cua khach san Melia Ha N(?i 99 3.4 Mot sO kien nghi voi Nha nuoc, Tong cuc du lich va Hiep hoi khach san Viet Nam 103 3.4.1 Kien nghi dOi voi Nha nuoc 103 3.4.2 Kien nghi dOi voi Tong cuc du lich Viet Nam va Hiep hoi khach san Viet Nam 103 PHAN KET LUAN 107 DANH MLC TAI LIEU THAM KHAO 108 DANH MVC TU VIET TAT Tieng vi$t NghTa day du Viet tat CP Chinh phu Cong ty TNHH SAS - Cong ty trach nhiem huu han lien doanh thiet bi co CTAMAD di?n va SAS DT Doanh Thu GPLD Giay phep lien doanh HDQT Hoi ddng quan tri ND Nghi dinh TCDL Tong cuc du lich TNHH LDTB Trach nhiem huu han lien doanh thiet bi TV Ti vi UBND Uy ban nhan dan Tieng Anh APEC ASEAN ASEM BCC CNBC NghTa tiSng Vitt NghTa tieng Anh Viet tat Asia-Pacific Economic To chuc hop tac kinh te Chau A - Thai Cooperation Binh Duong Association of Southeast Asian Nations Asia-Europe Meeting Hiep hoi cac Quoc gia Dong Nam A Hoi nghi cac nguyen thu quoc gia ve hop tac A - Au British Broadcasting Thong tan xa quoc gia cua Vuong quoc Corporation Lien hiep Anh va Bac Ireland Consumer News and Business Kenh kinh doanh va thong tin tieu Channel dung CNN Cable News Network Mang Tin tuc Truyen hinh cap DJ Disc Jockey Ngudi chinh nhac DVD FPT Digital Video Disc Financing and Promoting Technology Dinh dang luu tru dia quang Phat trien va dau tu cong nghe GDP Gross domestic product Tong san pham quoc noi LCD Liquid crystal display Man hinh tinh the long MTV Music Television Kenh am nh^c Severe Acute Respiratory Hoi chung viem dudng ho hap tinh Syndrome nSng virut SMS Short Message Services Dich vu tin nhan ngan USD United States Dollar Dong la My VIP Very Important Person Ngudi vo cung quan VITA Viet Nam Tourism Association Hi?p hoi du lich Viqt Nam WTO World Trade Oganization To chuc thuong mai the gidi SARS DANH MVC SO DO, BANG, BIEU DO Danh muc bang Bang 2.1 So luvng khach san duqc xep hang ndm 2011 a Vi Hien tai, Khach san da cho nam cong ty thue mat bang d sanh de ban cac san pham dich vu bo sung cho khach hang nhu dien thoai cao cap Vertu, Vi thoi trang 99 cao cap, xi ga Khach san can tiep tuc nghien cuu va mo rong su hop tac voi cac Cong ty ben ngoai ban cac san pham phu hop cho khach du lich, khach cong vu va khach di vi muc dich khac tieu dung nham tao su tien loi nhat cho khach hang Co the de xuat cac san pham khach san co the cho cac Cong ty ben ngoai thue ban nhu quan ao thdi trang, trang suc, cac san pham cua cac lang nghe truyen thong nhu gom su Bat Trang, Do go luu niem Dong Ky, dai ly ban ve may bay 3.3.2.4 Hoan thien he thong dat phong trirc tuyen e-ecomerce Xu the kinh doanh qua mang cang phat trien khong nhung tren the gidi ma ca tren thi trudng Viet Nam Khach hang luon mong san pham dich vu tien ich nhat Do vay, dat hang qua mang dang la xu hudng phat trien chung cua thdi dai Khach hang mong muon chi sau vai cai click chuot, khach hang se mua duoc goi san pham tien ich nhat Do vay, Khach san can lap ke hoach thuc hien viec hoan thien he thong dat phong qua mang Khong chi viec dat phong tryc tuyen truc tiep vdi khach hang ma dat phong truc tuyen thong qua cac hang du lich, lu hanh Day la loai hinh it ton kem chi phi nhung mang lai hieu qua cao nen tuong lai se bien rat rong rai Tu do, khach san se thu hut duoc nguon khach rat ldn va mang lai doanh thu cao nhat cho khach san r a 9 r ma khong ton qua nhieu chi phi de co the tiep can duoc vdi khach 3.3.3 Tang curing cong Marketing khac nham phat trien dich vu cua khach san Melia Ha Noi Marketing la mot phuong phap huu hieu de co the gia tang luong khach den vdi cac doanh nghiep moi linh vuc Trong tinh hinh kinh doanh canh tranh gay gat nhu hien thi vai tro cua cong tac marketing cang quan hon No co the giup doanh nghiep thu hut duoc mot luong khach ldn de tu co cac r chien luoc lam hai long khach hang cua minh 3.3.3.1 Chinh sach gia Gia cua san pham dich vu la mot yeu to nhay cam, la mot nhung bien de thay nhat doi vdi du khach Gia cua san pham anh huong ldn den quyet dinh lua chon a r r r r cua du khach va dong thdi gia cung la yeu to quyet dinh den loi nhuan cung nhu cong hay that bai cua mot doanh nghiep 100 Tuy nhien de co mot chinh sach gia ca hop ly can phai xay dung gia tren co so nghien cuu cac nhan to nhu chat luong dich vu, tinh mua vu, thoi diem tieu thu kha nang toan Vi vay, khach san phai xay dung, tinh toan cac muc gia cho tung san pham dich vu nhu: Gia hop dong: thuong giu nguyen gia niem yet va gia thay doi theo ddi tac cung nhu thoi di£m; Gia cho nhttng khach o tu 10 tro len: gia niem yet kem phieu su dung dich vu mien phi (vi du: dich vu giat la, dich vu su dung phong sauna massage ) hoac giam 10% gia phong; Gia cho nhung khach o mot tuan: cu the la gia niem yet cong them phieu an toi cho nguoi va mot phieu tang mot uong mien phi tai Marquee bar hoac gia khuyen mai khong tinh gia mot dem tien phong Chinh sach ve gia ca co the duoc ap dung linh hoat doi voi tung doi tuong khach tung thoi diem khac va tung loai dich vu khac Co the dua muc chiet khau nhat dinh khoi luong mua lon, hay giam gia thoi gian vang khach Su mem mong chinh sach gia la bien phap de kich thich tieu dung nhieu lan cua khach hang, tang khoi luong ban 3.3.3.2 Chinh sach xuc tien Day la mot khau het suc quan trong viec cung cap thong tin den cho khach hang ve san pham dich vu cung nhu cac thong tin khac ve khach san Vi vay, r r t \ truoc het phai lam cho khach biet duoc ve san pham dich vu cua khach san ❖ Quan he cong chung' Khach san co the to chuc cac buoi gioi thieu san pham dich vu cua khach san voi cac doanh nghiep kinh doanh lu hanh quoc te va ngoai nuoc co chung thi truong muc tieu voi khach san Buoi gioi thieu khong nhttng gioi thieu san pham dich vu cua khach san den cac doanh nghiep lu hanh ma cac buOi gioi thieu san pham cung la co hoi cho khach san that chat moi quan he voi cac doanh nghiep, de ho co the chon khach san la noi luu tru cho nhung tour du lich cua du khach tai cong ty ho dong thoi cung cap day du thong tin cho khach hang ve cac dich vu cua khach san Cac cong ty du lich luon la noi cung cap nguon khach on dinh va lau dai cho khach san - 101 Mat khac de tao cac san pham dich vu hoan hao, khach san phai dac biet quan tam den phong each song cua khach hang, quan tam den moi quan he vdi cac hang lu hanh va ngoai nudc, vdi cac khach hang lau nam Ngoai ra, khach san nen tiep tuc phat huy mdi quan h$ vdi cac khach san khac nham tang cudng hoc hoi kinh nghi?m cua cac khach san de cung phat trien, cung di len mdi trudng canh tranh lanh manh ❖ Khuyen mai: Ngoai tang cudng xue tien ban hang va md rong mdi quan he, khach san can cd nhung chinh sach uu dai die biet nhu tang qua cho cac doan khach vdi sd luong khach dong de khuyen khich khach hang tieu dung them cac san pham dich vu khac cua khach san Cu the la: Ddi vdi nhung phdng Suite thi khach san nen cd thiet ke mot sd qua tang mang dam truyen thong Viet Nam ma van mang phong each hien dai va sang cua mot khach san nhu: thi^p lam bang tay phong each Viet Nam, vi lua, cac Z san pham su bat trang (coc, muc khua cac vat dung nho lam qua tang cho khach luu tru tai khach san) Nhung mon qua khong ton nhieu kinh phi dau tu, nhung lai cd the de lai an tuong rat sau sac ddi vdi du khach Nhung mon qua cd in logo va ten cua khach san di kem mot loi chuc cd the duoc dat tai gia dinh cua du khach hoac du khach cd the tang lai cho ban be day cung la mot hinh thuc tot de khach san cd the quang ba ten tudi va hinh anh cua minh Khach san cd the tang them cac chuong trinh khuyen mai ddi vdi khach hang, tang them cac dich vu bd sung cho khach Ddi vai tiec cudi: Can bo sung them cac qua tang danh cho cac doi uyen uong hon Hien nay, khach san mdi chi ap dung tang khuyen mai cho mdi mot tiec cudi la: banh ga to cudi, ddi thien nga bang nudc da, man rude cd trudc btra tiec bat dau Cd the khuyen mai them mot sd cac dich vu khac nhu: Ruou champagne danh cho cd dau chu re uong ruou giao boi va mdi bd me hai ben Man trinh dien cua san khau 102 Cac dich vu cua khach san neu nhu khuyen mai cho khach cung khong lam giam di doanh thu la bao nhieu ma lai co the tao cho khach hang su thich thu tham gia bua tiec Ben canh do, man rudc co nen thay doi di mot chut, can them su sang tao, moi me neu khong bua tiec cudi nao cung giong thi co the gay su nham chan cho khach Hon the ntta, ca ngudi dan chuang trinh cung can phai co su doi mdi cach dan cua minh de hap dan, thu hut khach den du tiec hon nua Bdi rat co the nhieu khach da du nhieu tiec cudi khac tai khach san Doi vdi cac cuoc hop hoi wgh/.-Thong thudng cac cuoc hoi nghi to chuc tai khach san Melia Ha Noi la nhung cuoc hop co quy mo ldn, so luong ngudi tham du cung kha dong (dac biet la nhung cuoc hop to chuc tai phong Hai tiec hay phong tiec Thang Long) Vdi so luong khach ldn nhu vay, khach san co the khuyen mai cho moi cuoc hoi nghi mot so luong vat dung phuc vu hoi nghi nhu: nudc uong giay but Neu hoi nghi tu 300 - 500 ngudi: gia khuyen mai la giam % gia tri hop dong to chuc Neu hoi nghi tu 500 - 800 ngudi: khuyen mai giam % gia tri hop dong cho don vi to chuc Neu hoi nghi tu 800 ngudi trd len: giam gia hop dong la %, dong thdi khuyen mai them 100 chai nudc uong va 100 tap giay but cho don vi to chuc Z r Doi vdi tiec chieu dai:so luong khach tham du ldn thi cung nen co chuong trinh khuyen mai doi vdi don vi to chuc Tiec co so luong khach tu 200 - 300 ngudi: giam % gia tri toan cho buoi tiec Tiec co so luong khach tu 300 - 500 ngudi: giam % gia tri hop dong toan Ben canh khuyen mai them 30% so luong uong (chi ap dung doi vdi nudc khoang hoac nudc ngot) Ben canh thuong hieu la khach san to chuc tiec tot nhat, cac giai phap ve Marketing vdi nhung dich vu bo sung di kem san pham cung chien luoc gia co the giup thu hut khach hang den vdi bo phan tiec cua Melia Ha Noi chu khong phai cac khach san khac Ngoai ra, khach hang da den va su dung san pham dich vu cuakhach san Melia Ha Noi, ho se that su hai long va cam thay dong tien ho bo la xung dang vdi nhung dich vu chat luong cao cung nhung uu dai het suc dac biet ma khach san dem lai 103 3.4 Mot so kien nghi vdi Nha nird’c, Tong cue du lich va Hiep hoi khach san Vi£t Nam 3.4.1 Kien nghi ddi vdi Nha nu ffc r Kinh doanh du lich cang trudng thanh, la nganh kinh te quan Z trong, duoc vi nhu nganh: “ Cong nghiep khong khoi”, “ La nganh xuat khau tai cho” Trong do, nganh kinh doanh khach san chiem ty doanh thu khong nhd kinh doanh du lich Trong nhung nam qua, kinh doanh khach san tai Viet Nam phat trien kha manh, nhien thuc te cho thay rang hieu qua ma nganh kinh doanh khach san dem lai van chua xung dang voi tiem nang cua nganh De hoat dong kinh doanh khach san noi rieng, hoat dong z kinh doanh du lich noi chung thuc su hi?u qua doi hoi cac cap cd lien quan cd z nhung chinh sach co che hop ly va thuan loi hon Ve chinh sach: Can uu tien giam thue cho cac doanh nghiep khach san kinh doanh de z khuyen khich va nham nang cao hieu qua hon nua hoat dong kinh doanh a a linh vuc Cho phep ap dung cac co che chinh sach giam thue nhap khau ddi voi mot so tu lieu san xuat nganh du lich - khach san ma nudc chua san xuat duoc nhu cac thiet bi vui chai giai tri, may dieu hoa nhiet do, may bao quan va che bien thuc pham, cac phuong tien van chuyen A Can quan ly chat che cac doanh nghiep kinh doanh khach san, xu ly nghiem minh cac doanh nghiep kinh doanh trai phap luat, dam bao loi ich cho cac doanh nghiep khac, tranh hien tuong tieu cue kinh doanh, anh hudng khong tot tdi hieu qua kinh doanh chung Nghien cuu xay dung cac co che va chinh sach thich hop: ddi vdi thi trudng nudc ngoai, can tap trung nghien cuu cac chinh sach ve dich vu bao hiem, dich vu ngan hang, dich vu y te, ve cac chuang trinh khuyen mai gia ca 104 Co chinh sach khuyen khich va dau tu thich dang tu ngan sach nha nudc (dac biet la nguon ngan sach danh cho nghien cuu khoa hoc thong qua Sd khoa hoc - Cong ngh$) cho cong tac nghien cuu khoa hoc cong ngh? nganh du ljch, khach san A Ve ca sd tang: Nha nudc dau tu co sd tang nhu: Giao thong, dien nudc, De tao dieu kien thuan loi cho kinh doanh khach san Coi dau tu tang giao thong nham tao dieu ki?n cho khach hang di lai de dang, gan ket cac didm du ljch khac dd tao cac tuyen du lich lien hoan, da dang va hap dan Day la co sd quan di da dang hoa san pham du lich khach san, tao dieu kien cho cac doanh nghiep kinh doanh khach san xay dung duoc nhieu chuong trinh du lich da dang va hap dan du khach Trudc mit, de nghi Chinh Phu thao gd co che ve von: Cho nganh Du lich duoc trich mot phan Ngan sach tu hoat dong Du lich de Nganh chu dong dau tu true tiep phat trien Du lich, lam cong tac tuyen truyen quang ba Du lich Cho nganh Du lich duoc vay von uu dai, dai han de xay dung cac diem du lich, khu du lich va nang cap ddi mdi trang thiet bi De tao dieu kien cho khach vao thuan loi, kien nghi Chinh Phu nen: Dat cac Phdng thong tin tai cac san bay cd nhieu khach quoc te: Noi Bai, Tan Son Nhat, Da Nang, Hue de true tiep thong tin, hudng dan khach; Cho phep va cap Ngan sach de Tong cue Du lich Viet Nam duoc md van phdng dai dien d nudc ngoai, trudc het la < A A X d mot so nudc dau mdi nhu Phap, Singapore, Nhat ban, Han Quoc nham day manh cong tac tiep thi, quang ba Du lich Viet Nam nudc ngoai 3.4.2 Kien nghi ddi vdi Tong cue du lich Viet Nam va Hiep hoi khach san Viet Nam „ r 3.4.1.1 Kien nghi vai Tong cue du lich Viet Nam Tong cue Du lich cung nhu Sd Du lich Ha Noi nen to chuc nhieu hon ntra cac chuong trinh, cac cuoc thi ve nghiep vu nha hang, khach san va lu hanh de cho cac doanh nghiep linh vuc kinh doanh khach san cd co hoi trau ddi, ren luyen 105 • ’ r a cung nhu the hien tai nang cua minh va qua cac cuoc thi cung co the quang cao ten tuoi cho doanh nghiep minh Tang cuong cong tac giam sat, kiem tra chat luong dich vu tai cac khach san, nha hang dia ban de dam bao ring cac khach san, nha hang luon cung cap cac san pham dich vu dat tieu chuan cho khach hang 7 > < Tong cuc Du lich nen trien khai nhieu cac hinh thuc va chuong trinh hap dan de quang ba hinh anh dat nuoc nguoi Viet Nam rong rai hon cho ban be the gioi biet cung nhu chu cong tac xuc tien de hoat dong thuc su co hieu qua T6ng cuc Du lich co the quang cao tren cac kenh truyen hinh khu vuc va truyen hinh da quoc gia nhu CNN, BCC Sd Van Hoa, The Thao va Du lich Ha Noi co ke hoach cai tao, nang cap va xay dung cac diem tham quan, di tich lich su, khu vui choi giai tri hap dan hon de thu hut khach nuoc ngoai luu tru d Ha Noi lau hon Trong thoi gian toi Tong cuc Du ljch, UBND va Sd Van Hoa, The Thao va Du lich Ha Noi can phoi hop voi cac nganh lien quan thuc hien tiep tuc cac ky lien hoan, le hoi du lich, phat huy dung tiem nang, the manh du lich Thu Do va Du lich Viet Nam Tbng cuc du lich can tao dieu kien cho cac doanh nghiep kinh doanh khach san thu hut khach nhu thuc hien cong tac quang cao, tuyen truyen tren cac hinh thuc nhu: Internet, bao chi, truyen hinh Dac biet d cac thi truong quoc te Tong cuc du lich can tro giup cac hiep hoi khach san Viet Nam cac hoat dong cua hoi nham thuc day nganh khach san phat trien noi rieng va nganh du lich phat trien noi chung r 3.4.I.2 Kien nghi vai Hiep hoi san Viet Nam Hiep hoi Khach san Viet Nam can trd cau noi hieu qua giua cac doanh nghiep kinh doanh khach san voi cac co quan chuc nang de thao go nhung kho khan vuong mac, tao dieu kien thuan loi cho cac khach san phat trien kinh doanh ben vung va hieu qua 106 Hi?p hoi Khach san Vi^t Nam cAn cung cap cho hoi vien nhung thong tin cap nhat ve nganh Du lich, linh vuc kinh doanh Khach san, nha hang nudc va quoc te qua trang website hoac ban tin, tap chi Tu van cho hoi vien ve cong tac xuc tien quang ba hinh anh, thuang hieu, san phim, hd tro tim kiem doi tac, thi truang thong qua viec tham gia H$i chq, trien lam nudc va quoc te Hi?p hoi Khach san Vi^t Nam can bao ve quyen loi hop phap va chinh dang cua cac hoi vien, phan anh vdi cac co quan quan ly nha nudc ve co che, chinh sach chua phu hop, anh hudng den hoat dong kinh doanh cua cac ca sd luu tru du lich Dai dien hoi vien tuyen truyen hinh anh dat nudc, ngudi, van hoa truyen thong, lich su dan toc vdi be ban quoc te, ky ket cac hiep dinh hop tac, chuyen giao cong nghe vdi cac doi tac nudc ngoai cung nhu dai dien va bao ve cho hoi vien cac trudng hop tranh chap, kien tyng nudc va quoc te Thidt lap quan he vdi cac to chuc lien quan den linh vuc khach san, quan he song phuong va da phuong vdi cac Hiep hoi Khach san khu vuc va the gidi Ky ket cac Hiep udc hop tac ve dao tao, chuyen giao cong nghe, ky thuat, lao dong linh vuc Khach san vdi cac to chuc quoc te Nghien cuu va dong gop y kien ve he thong Van ban phap luat lien quan den hoat dong kinh doanh khach san, thuc hien cac de tai khoa hoc ve linh vuc khach san Bo Van hoa - The Thao va Du lich, Tdng cue du lich giao 107 PHAN KET LUAN Khi xa hoi cang phat trien, thu nhap cua mdi nguoi cang tang len thi doi hoi chat lupng va so luong san pham, dich vu minh mua va tieu dung phai cao, da dang va phong phu dap ung tot nhat nhu cau mong dpi cua khach hang Dac biet hon, doi vdi linh vuc kinh doanh khach san, vi nhung khach hang cua khach san thong thuong la nhung nguoi co thu nhap cao, nen yeu cau doi hoi cua ho rat cao Nhan thuc dupc tam quan cua viec phat trien dich vu, dap ung nhu cau mong dpi cua khach hang d muc cao nhat Cac bo phan cua khach san Melia Ha noi da co gang nd luc de dap ung mong muon Mac du hang nam lupng khach den tieu dung tang len nhung van ton tai ve chat lupng, su da dang ve tien ich khien khach hang khong hoan toan hai long Tren co sd van dung nhung ly luan ve san pham dich vu va phat trien san pham dich vu ket hop vdi viec thu thap thong tin so cap va thu cap ve dich vu cua khach san Tac gia da de xuat cac giai phap nham phat trien dich vu cua khach san, nham thu hut cang dong dao khach hang cho khach san, gia tang lpi nhuan cho toan khach san Melia Ha Noi Vdi de tai: "Phat trien dich vu cua khach san Melia Ha Noi den nam 2020", Luan van da lam ro co sd ly luan va noi dung co ban ve dich vu, phat trien dich vu, cach thuc phat trien dich vu cua khach san Tren co sd thu thap cac so lieu tu ngudn thong tin so cap va thu cap, luan van da tien hanh phan tich, danh gia thuc trang phat trien dich vu cua khach san Melia Ha Noi, nhung uu va khuyet cua viec phat trien dich vu cua khach san Melia Ha Noi, nguyen nhan cua nhung han che dan den chua dap ung dupc yeu cau mong muon cua khach hang Dong thoi, luan van su dung mo hinh SWOT de danh gia diem manh, diem yeu, co hoi va thach thuc doi vdi khach san Melia Ha Noi, de tu khach san co nhung hudng di phu hop nham phat trien dich vu cua khach san tuong lai Luan van nham muc dich dong gop vao viec phat trien dich vu cua khach san Melia Ha Noi hien tai va tam nhin den nam 2020 Tu do, thoa man nhu cau cua khach hang muc tieu, va cang thu hut dong dao khach hang den tieu dung dich vu cua khach san 108 DANH MVC TAI LIEU THAM KHAO Tieng Viet r •< Tran Nir Ngoc Anh (2008), “7az‘ lieu mon Marketing chien luqc kinh doanh du lich va khach san”, Khoa Du lich, Vien Dai hoc Ma Ha Noi, 162 trang La VSn Bat (2006), “Tdi lieu mon Quan tri chat luang toan dien”, Khoa Du lich, Vien Dai hoc Ma Ha Noi, 47 trang Bo Van hoa, the thao va du lich (2011),“Bao cao tong hap chien luqc phat trien du lich Viet Nam den nam 2020, tam nhin den nam 2030”, Tong cue du lich, 178 trang Le Quynh Chi (2007), “Tdi li$u mon Tong quan du lich ”, Khoa Du lich, Vien Dai hoc Ma Ha Noi, 148 trang Dang Dinh Dao (2003), “Kinh te cac nganh thuong mai dich vu ”, Nxb Thong ke, Ha Noi NguySn Van Dinh va Tran Thi Minh Hoa, (2004) Giao trinh Kinh td du lich, NXB Lao Dong - Xa Hoi Ha Noi Nguyen Van Dinh va Hoang Lan Huong (2008), “Cong nghe phuc vu khach san- nha hang”, NXB Lao dong- Xa hoi Hoang Minh Dudng va Nguyen Thira Loc (2005),”Giao trinh Quan tri doanh nghiep thuong mai tap 1”, NXB Lao Dong-Xa hoi, 351 trang Nguyen Van Manh va Hoang Thi Lan Huong (2008), “Quan tri kinh doanh khach san ”, NXB Dai hoc Kinh te Quoc dan, 403 trang 10 Nguyen Dinh Phan (chu bien), “ Quan ly chat luang cac to chuc”, NXB Giao due ' r r 11 Tran Thai Quynh (2009),” Mot sd bien phap nang cao chat luang dich vu tai bd phan kinh doanh an uong cua khach san Melia Ha Noi”, Khoa luan tot nghiep Dai hoc, Khoa du lich, Vien Dai hoc Ma Ha-Noi, 73 trang 109 Tieng Anh 12 Abraham Pizam and Taylor Ellis, Department of Hospitality Management, University of Central, Orlando, Florida, USA, Customer satisfaction and its measurement in hospitality enterprises.(page 326) 13 Vu An Dan, Food and Beverage service management, Faculty of Tourism, Hanoi Open University, 11/2007, 144 trang 14 Vu An Dan, Housekeeping management, Faculty of Tourism, Hanoi Open University, 8/2004, 132 trang 15 Vu An Dan, Meeting and Convention management, Faculty of Tourism, Hanoi Open University, 11/2007, 69 trang 16 Other documents collect from Melia Ha Noi Hotel