Trường Đại học Thương Mại THUONGMAI UNIVERSITY TOULON UNIVERSITY TUTORED PROJECT February 2023 UTM // UTLN, Licence professionnelle Métiers du Tourisme Professional Bachelor in Tourism and Leisure tra[.]
TOULON UNIVERSITY THUONGMAI UNIVERSITY TUTORED PROJECT February 2023 UTM // UTLN, Licence professionnelle Métiers du Tourisme Professional Bachelor in Tourism and Leisure trades (English Promotion) CN17-DLA2 GROUP Nguyen Thu Trang Tran Ngoc Anh Nguyen Quynh Anh Vu Tien Hoang Quach Duong Thanh TOPIC OF THE TUTORED PROJECT “Research and improve the quality of accommodation service at TQT Hotel” Tutor in university Duong Thi Hong Nhung Hanoi, March 06th, 2023 Trường Đại học Thương Mại TABLE OF CONTENTS PREFACE 1.The reason to choose topic The aim of the project The structure of the topic CHAPTER 1: INTRODUCTION ABOUT TQT HOTEL 1.1 Overview of TQT Hotel 1.2 Organization structure of TQT Hotel 1.3 Range of products 10 1.4 Customer market 10 1.5 Competitors: 11 1.6 Overall assessment of TQT2 Hotel .11 CHAPTER 2: PROJECT IMPLEMENTATION 13 The organization methods 13 Project implementation .14 2.1: TQT Hotel’s recent accommodation service status 14 2.1.1: Accommodation business 14 CHAPTER 3: SITUATION OF CUSTOMER SERVICE AT TQT2 HOTEL 18 1: Measure of accommodation service quality 18 2: Research methods .19 3: Situation of researching the accommodation services process at TQT2 Hotel 20 3.1: The factor that effect accommodation service 20 3.1.1 Facilities .20 3.1.2 Staff management .22 3.1.3: Service process 23 3.2 External factors 24 3.2.1: Customer Service quality 24 3.2:2 First impressions of the hotel 25 3.2.3 Other factors .25 3.4 Overall evaluation 26 Trường Đại học Thương Mại 3.4.1: Success and limitations through survey 26 3.4.2 Solution: 27 3.4.2.1 Improve the quality of staff 28 3.4.2.2 Improve the quality of equipment and room furniture 29 3.4.2.3: Focus on promoting the accommodation status 30 CHAPTER4: Difficulties in project implementation-Solutions- Result 31 4.1:Difficulties 31 4.2: Solution 31 4.3: Result 32 CHAPTER 5: Internship summary conclusion .33 Experience and knowledge gained .33 Trường Đại học Thương Mại THE PROFILE SHEET NAME FIRST NAME GROUP TRAN NGOC ANH NGUYEN QUYNH ANH NGUYEN THU TRANG QUACH DUONG THANH VU TIEN HOANG TEL/MOBILE/E-MAIL 0853212002/ trngoca02@gmail.com 0921223487/ nguyenquynhanh1807@gmail.com 0862627615/ nttrang160@gmail.com 0365648602/ thanhmanucians2002@gmail.com 0917771869/ micha03082002@gmail.com Trường Đại học Thương Mại PREFACE The reason to choose the topic The number of accommodation establishments in Vietnam has grown continuously in recent years, despite fluctuations in the tourism industry According to the Vietnam National Administration of Tourism, in just years, the number of accommodation establishments has more than doubled, from more than 17,422 establishments with about 370,907 rooms (in 2017) to about 38,000 establishments with 780,000 rooms (in 2021) In 2019 - the "peak" year in terms of tourists, the national average capacity of rooms only reached 52% By 2021, due to the Covid-19 epidemic, the country's average room capacity is only 5% Mr John Gardner - CEO of Archipelago Indochina Group said that Vietnam is entering a boom period for hotels, similar to Thailand about 20 or 30 years ago The hotel developers have realized this, thus forming a series of hotels and resorts across the country This has attracted international hotel brands to Vietnam, with the signing of new management cooperation contracts This is a positive for Vietnam's tourism industry and will be a big boost to the economy while bringing thousands of jobs and profits to investors However, Mr John Gardner also issued a warning to the Vietnamese hotel industry: "Oversupply may occur, leading to price competition, affecting service quality and customer experience, and ultimately affecting customer experience Not only that, if there are no regulations, regulations, and controls from the local government, it can easily lead to negative impacts on the environment." The number of accommodation establishments has increased rapidly while human resources have not been able to meet the demand, even there is also a loss after the Covid-19 pandemic, which is posing a big challenge The shortage of human resources, especially high-quality human resources, is also one of the obstacles that need to be overcome soon, to help Vietnam's hotel industry restore business operations as well as quality and quantity of service TQT Hotel is also facing these difficulties Since the Covid-19 pandemic took place In addition, due to being closed for some time due to the epidemic, there quite a few employees were leaving to staff shortages and affecting service quality In the current fierce competition, to become more complete and be able to give customers a new, memorable, and worthy experience, the quality of service at TQT hotel is a priority most first Therefore, we decided to choose the topic: "Research and how to improve the quality of accommodation services at TQT Hanoi Hotel" Trường Đại học Thương Mại The aim of the project Propose several solutions to promote strengths, overcome weaknesses to improve the quality of customer care activities of TQT Hotel to keep existing customers, develop new customers, improve satisfaction customers, and reduce business costs thereby helping businesses develop sustainably, improve competitiveness in the market, increase revenue and expand market share The structure of the topic In addition to the list of pictures, tables, figures, charts, preface, conclusion and appendices, the main content of the thesis consists of chapters: Chapter 1: Introduction of TQT Hotel Chapter 2: Project Implementation Chapter 3: Situation of customer services at TQT Hotel Chapter 4: Difficulties in project implementation-Solutions- Result Chapter 5: Internship summary conclusion Trường Đại học Thương Mại CHAPTER 1: INTRODUCTION ABOUT TQT HOTEL 1.1 Overview of TQT Hotel Figure 1.1: Logo of TQT Hotel Full name: General Confederation Guest-house Abbreviated name: TQT Hotel Established date: January 21, 1997 Representative: Vietnam General Confederation of Labor Co - Founder: Mr Tran Tuan Nha - Chief Executive Officer Resort location: 95 Tran Quoc Toan street, Hoan Kiem district, Hanoi, Vietnam Tel: (+84)38 520 9595 - (024) 3822 2252 Hotline: (024) 2346 6664 - (024) 3822 8228 Email: booking.nkhotel@gmail.com Website: nhakhachtld.vn INTRODUCE: Located on 95 Tran Quoc Toan street, The TQT Hotel is situated in the center of Hanoi's capital, making it an ideal place to visit, stay, conduct meetings, seminars, and events have birthday parties, and host the organization’s wedding parties The TQT Hotel features a cool environment, a beautiful setting, and 139 fully equipped, elegant, and hospitable rooms that correspond to 4-star service standards MISSION: - Accomplish business goals set by the hotel in terms of revenue, profit, investment, etc - Coordinating with the General Confederation of Labor in the organization of serving official guests - Constantly improving the management structure, increasing production and business efficiency, reducing costs to satisfy the diverse needs of customers, grasping market needs, and building effective business plans - Effectively use business capital and technical facilities - Profitable business and gradually accumulating for expanded reproduction Trường Đại học Thương Mại - Fulfilling obligations to the State, taking care of the material and spiritual life of employees Fostering and improving the qualifications of the staff to meet the new situation of the market - Develop and organize the implementation of long-term and short-term plans for business services related to domestic and foreign tourism by the laws of the State and the guidance of the Vietnam National Administration of Tourism at the same time Define business strategy and develop hotel plans and goals - Organize research to improve labor productivity, apply communication skills, and improve service quality following customer requirements and information needs FUNCTION: - Organize to serve guests with 130 luxurious and comfortable rooms - Luxury restaurant with delicious, beautiful Asian dishes, a rich menu, and reasonable prices - Provide conference and seminar services with a variety of meeting rooms from 50350 seats and are equipped with modern international standards - Provide domestic and international air ticket services - Organizing a wedding party package with a delicious and attractive menu, reasonable prices, and enthusiastic and attentive staff Accompanied by perfect services such as MC, band… 1.2 Organization structure of TQT Hotel Figure 1.2: The organization structure of TQT Hotel The Board of Directions: Responsible for managing the entire hotel, making the hotel operate effectively, making business plans, coordinating the departments in the hotel in a rhythmic manner, and matching, urging and directing the work of the departments Labor and Wage Organization Department: Periodically evaluate the work of employees and promote fair rewards and punishments, maintain and develop the staff in the hotel, monitor and implement the salary, Trường Đại học Thương Mại bonus, leave, sick leave of the hotel staff… Security: Responsible for ensuring the security and safety of guests, officers, and employees in the hotel and property of employees as well as guests Market Division: Research the changing trends of the target market and other markets to promptly propose changes to superiors Laundry: Received from other departments and laundered all dirty clothes of guests, dirty linen of the hotel such as sheets, blankets, pillowcases, linens Font Office: Responsible for welcoming, receiving guests, conducting check-out and check-in procedures, coordinating with other departments to satisfy the needs of guests Food and Beverage: - Advising the director in pricing dishes, making menu changes to suit the actual situation of the market - Maintain and improve the restaurant and customer service quality, ensure the training of new employees to meet the development requirements of the restaurant and hotel Set up rules and regulations for the restaurant area, the kitchen participates in handling personnel issues when necessary - To be responsible to the director for the preparation of dishes in the hotel, to ensure the hygiene for guests in eating and to ensure the quality before serving meals to employees Housekeeping Department: This is the department responsible for the accommodation segment in the hotel This division consists of groups: Room Attendance, Engineering Department and Cleaning Department The duties of this department include: - Advise the Director on the development of hotel accommodation services to better serve and match the requirements of customers - Ensure maximum daily customer service needs, accommodation needs of guests at the hotel Provide services available in the hotel's rooms for guests (resting, dining, etc.) Ensure guests' requests about the services that the hotel has - To be responsible to the director for all work in the room area related to hygiene, room service, order and safety in the area, sale of goods and services in the room, procedures and techniques of service - Be responsible to the director for all work in the lobby area, corridors, stairs, parking area and public restrooms related to hygiene and environmental landscape, ensuring the hotel environment always clean Trường Đại học Thương Mại - To be responsible to the director for ensuring electricity, water, technical management, and maintenance of equipment in all parts of the hotel Organization - Administration Department: Gather quick reports from departments and submit them to the general director, organize transaction meetings with partners The administrative department manages 22 affiliated groups: Food Runner Team and Administrative Office Accounting Finance Department: Manage all revenues and expenditures of the hotel and report to superiors in the above departments, the board of directors, the labor and salary organization, and the information department have functions in line with the training objectives majoring in tourism and hotel management In the organizational structure of the hotel, the departments work closely together for the following purposes: o Unify all activities in the organizational structure, towards the realization of the common goal of the hotel, which is to put the hotel into operation effectively, more and more profitable, and the size of the hotel's business field increasingly expanded o Create a smooth flow of information between management levels, departments, departments in the organizational structure and in each individual department o Ensure a close relationship between enterprises and business partners such as: raw material suppliers, travel agents, friends, customers, competitors, macro management agencies and social organizations 1.3 Range of products - Hotel Room - Restaurant - Conference Room: Three conference rooms at TQT Hotel are configured to satisfy the demands of all clients With a capacity of 15 to 180 people - Wedding: The hotel TQT2 has extensive expertise planning weddings, gatherings, conferences, and business events in banquet halls that may accommodate 200 to 700 guests 1.4 Customer market With a very convenient location in the center of Hanoi city, the economic, political, cultural, and social center of the country Hanoi Trade Union Tourist Hotel in particular and tourism business establishments in Hanoi in general have great advantages in the immediate future development The hotel belongs to the Hanoi Labor Confederation with tens of thousands of officials and employees throughout the country, every year these officers and employees regularly work, practice, train, hold conferences, seminars, etc and travel according to the regime prescribed by the state This is a very large source of visitors that the exploitation advantage belongs to the tourism business units in the industry 10