An investigation into the real situation and some solutions for improving the training quality of the reception department at mercure danang french village bana hills hotel

HOA NG THI KIM THA O– GRA DUA TIO N PAP ER IN ENG LIS H LIN GUI STI CS 2023 DUY TAN UNIVERSITY FACULTY OF ENGLISH HOANG THI KIM THAO AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS FOR IMPROVING THE TRAINING QUALITY OF THE RECEPTION DEPARTMENT AT MERCURE DANANG FRENCH VILLAGE BANA HILLS HOTEL GRADUATION PAPER IN ENGLISH LINGUISTICS DA NANG, 2023 DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION PAPER AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS FOR IMPROVING THE TRAINING QUALITY OF THE RECEPTION DEPARTMENT AT MERCURE DANANG FRENCH VILLAGE BANA HILLS HOTEL Major : English for Tourism SUPERVISOR : LE THI KIM UYEN, M.A STUDENT : HOANG THI KIM THAO CLASS : K25 NAD7 STUDENT CODE: 25202103630 DA NANG, 2023 Graduation Thesis SUPERVISOR: LE THI KIM UYEN, M.A ACKNOWLEDGEMENTS This graduation paper could not be finished without my parents, supervisor, and teachers' invaluable help, advice, and encouragement First of all, I would like to express my deepest gratitude to the teachers at the Faculty of English - Duy Tan University for their dedication to conveying valuable knowledge to me during my study time at school Knowledge acquired in the learning process is a foundation for the graduation paper and precious luggage for me to step into life confidently Secondly, to complete the process of researching and perfecting this project, I would like to express my deep thanks to Ms Uyen, who has been wholeheartedly guided during the writing of the graduation project On this occasion, I would also like to thank the Faculty of English - Duy Tan University, the leaders, and the brothers and sisters who are working at Mercure Danang French Village Bana Hills Hotel for giving me the opportunity and time during my research Finally, I would like to thank my relatives and friends who have always been with me, encouraging me to complete this graduation paper Sincerely thank you! STUDENT: HOANG THI KIM THAO – K25NAD7 CODE: 25202103630 STATEMENT OF AUTHORSHIP I assure you that this is my thesis under the guidance of Ms Le Thi Kim Uyen The research contents and results on this topic are honest and have not been published in any previous forms The figures in the tables for analysis, comments, and assessments are collected by myself from various sources No other person’s work has been used without due acknowledgment in the thesis If there is any fraud, I am fully responsible for the content of my thesis Danang, May 2023 HOANG THI KIM THAO ABSTRACT The project "An Investigation into the Real Situation and Some Solutions to Improving the Training Quality at Mercure Danang French Village Bana Hills Hotel" is implemented from March 2021 to May 2021 The research content of the topic is analyzing and assessing the actual situation of the training and service staff at the Mercure Danang French Village Bana Hills Hotel from which to give management solutions to improve training quality at the hotel Information is collected by an actual survey of customers staying at the hotel and the service staff's communication manners here The study uses the document research method, observation method, interview method, investigative method, and practical survey method From the results of the analysis, the study has also proposed administrative implications to improve the training quality at the Mercure Danang French Village Bana Hills Hotel based on the development perspectives of the hotel; research results on the topic; customer comments during the survey process Solutions to improve training quality at The Mercure Danang French Village Bana Hills Hotel include: creating ta rust for customers for the quality of training and service at the hotel; employee training is aimed at creating a professionally qualified human resource apparatus; improving policies for staff; raising solidarity inside the hotel; improving the service attitude of employees, enhance policies to resolve complaints, solutions to improve service quality from the opinions of customers LIST OF TABLES Table 3.1.3.2 Number of employees of the Mercure Danang French Village Bana Hills Hotel in 2021, 2022, and 2023 22 Table 3.2.4.1 Type of conference rooms at the Mercure Danang French Village Bana Hills Hotel 38 Table 3.3.1.3 Hotel revenue in the period of 2021-2022 42 Table 4.1.3.2 Labor structure according to the seniority of the reception department 50 Table 4.1.3.2 Labor Structure by Qualifications 51 Table 4.1.3.2 Labor Structure in foreign languages 52 Table 4.1.7 Evaluate the training course through the opinions of new employees 63 LIST OF FIGURES Figure 3.1.3.1 Organization chart of The Mercure Danang French Village Bana Hills 22 Figure 3.3.1.1 Chart of tourist structure by tourism motivation in the period 2021 – 2022 40 Figure 3.3.1.2 The structure of guests by nationality in the period 2021-2022 41 Figure 4.1.1.1 The organizational structure of the reception department at the Mercure Danang French Village Bana Hills 43 Figure 4.1.3.2 Labor Structure by Gender 48 Figure 4.1.3.2 Labor structure by age of staff at the reception department of Mercure Danang French Village Bana Hills Hotel up to the present time .49 Figure 4.1.5 Interview chart for candidates 54 Figure 4.1.6.1 Customer expectations before and on arrival at the hotel in the first six months of 2022 56 Figure 4.1.6.2 Receptionist check-in speed at the hotel in the first six months of 2022 57 Figure 4.1.6.3 Staff's help at the hotel in the first six months of 2022 57 Figure 4.1.6.4 Invoice accuracy at the hotel in the first six months of 2022 58 ABBREVIATIONS GD: General Director FOM: Front Office Manager TABLE OF CONTENTS ACKNOWLEDGEMENTS i STATEMENT OF AUTHORSHIP ii ABSTRACT iii LIST OF TABLES .iv LIST OF FIGURES .v ABBREVIATIONS vi TABLE OF CONTENTS vii CHAPTER INTRODUCTION 1.1 Rationale 1.2 Aims and Objectives .2 1.2.1 Aims 1.2.2 Objectives 1.3 Scope of the study 1.4 Method of the study 1.5 Organization of the study .3 CHAPTER THEORETICAL BACKGROUND .4 2.1 Definitions of hotel and training quality .5 2.1.1 Hotel 2.1.2 Definition of training 2.1.3 Definition of training quality 2.2 Recruiting, selecting and development training human resources in the hotel 2.2.1 Recruiting and selecting human resources in the hotels 2.2.2 Human resource training and development 2.2.2.1 Human resource training and development objectives 2.2.2.2 Forms of training .8 2.3 The factors to affect the training quality and personnel development at the hotel 2.3.1 Technical material facilities 2.3.2 The cadres in charge of training and development in the organization 2.3.3 The regulations of the organizational 2.3.4 Human resource management issues 10 2.3.5 Relationship with human resource planning 10 2.3.6 Relationship with the division of labor 11 2.3.7 Relationship between training and development with effect evaluation in the work performance 11 2.3.8 Relationship with labor remuneration 12 2.4 Reception department in the hotel 12 2.4.1 Hotel reception features 12 2.4.2 The duty of the reception department 12 2.4.3 The role of the hotel reception department 13 2.4.4 Relationship between reception department and other departments 14 2.4.5 The necessary to improve the training quality of human resources at the reception department of hotel 15 CHAPTER CASE DESCRIPTION .16 3.1 Overview of the Mercure Danang French Village Bana Hills Hotel 16 3.1.1 Location and architecture of the Mercure Danang French Village Bana Hills Hotel 16 3.1.2 Awards achieved .19 3.1.3 The organizational structure and number of employees of Mercure Danang French Village Bana Hills 19