The Reality of the service quality of the front office department ofSilkotel hotel...314.1.1 The Real Situation of Guest’s Arrival at Silkotel hotel from2020- 2022...314.2.. Overall eval
DUY TAN UNIVERSITY FACULTY OF ENGLISH NGUYEN TRAN THY KHUE A CASE STUDY OF THE REAL SITUATION AND SOME SOLUTIONS FOR IMPROVING THE QUALITY OF FRONT OFFICE DEPARTMENT AT SILKOTEL HOI AN GRADUATION PAPER IN ENGLISH LINGUISTICS DA NANG, 2023 DUY TAN UNIVERSITY FACULTY OF ENGLISH NGUYỄN TRẦN THY KHUÊ A CASE STUDY OF THE REAL SITUATION AND SOME SOLUTONS FOR IMPROVING THE QUALITY OF FRONT OFFICE DEPARTMENT AT SILKOTEL HOI AN Major: English for Tourism and Hospitality SUPERVISOR : PHAN THỊ THỦY TIÊN, M.A STUDENT : NGUYỄN TRẦN THY KHUÊ CLASS : K25 NAD2 STUDENT CODE : 25203217241 DA NANG, 2023 GRADUATION THESIS SUPERVISOR: PHAN THI THUY TIEN, M.A ACKNOWLEDGEMENTS Without the assistance, direction, and support of my dear instructors and friends, my graduate paper would not be complete First of all, I would like to express my gratitude to all of my Duy Tan University professors I would not be who I am or where I am now if it were not for them Second, I want to express my gratitude to the lecturers at Duy Tan University's Foreign Language Department for conveying information from my studies to society during the past four years Four years is a good length for me to learn and assimilate information What I have accomplished is the luggage that will allow me to confidently enter real life Such invaluable knowledge will serve as a strong foundation for my future work I am extremely fortunate to have professors who are completely committed to education Particularly, I want to take this opportunity to thank my supervisor, Mrs Phan Thi Thuy Tien Who provided me thoughtful and sincere advice on how to improve my graduation project She is helpful advice and shares unforgettable experiences Last but not least, I would like to express with my beloved parents for their encouragement and moral support throughout the studies I wish you all the best of health and success Your Sincerely student Nguyen Tran Thy Khue Student: Nguyen Tran Thy Khue code: 25203217241 GRADUATION THESIS SUPERVISOR: PHAN THI THUY TIEN, M.A STATEMENT OF AUTHORSHIP I declare that, to the best of my knowledge, this paper contains no previously published content It does not use any material previously submitted for a degree or certificate at my university, in whole or in part, unless a proper reference is included in the text Without acknowledgment in the graduation paper, no other person's work has been utilized This graduation paper has not been submitted to any other tertiary institution for the award of a degree or diploma Danang, March 29th 2023 Student Nguyen Tran Thy Khue Student: Nguyen Tran Thy Khue code: 25203217241 GRADUATION THESIS SUPERVISOR: PHAN THI THUY TIEN, M.A ABSTRACT This research intends to investigate the theoretical and practical issues surrounding an examination into the real scenario, in order to determine the benefits and drawbacks of Silkotel’s front office department’s quality-based services The goal of this research is to offer and recommend some ways to improve the quality of service at Silkotel’s front office department Furthermore, the hotel's service quality has a direct impact on tourist satisfaction I am confident that my suggestions will aid the hotel in exceeding client expectations and contribute to the growth of the Hoi An hospitality industry as a result of the survey about the issues Student: Nguyen Tran Thy Khue code: 25203217241 GRADUATION THESIS SUPERVISOR: PHAN THI THUY TIEN, M.A LIST OF TABLES Table 3.1 Types of room at Silkotel Hotel 19 Table 3.5: The Structure of labor of front office department at Silkotel Hotel .31 Table 4.1: Structure of guest coming to Silkotel hotel from 2020 to 2022 36 Table 4.3: Guests’ evaluation of facilities of the Front office department at Silkotel hotel 39 Table 4.4 Evaluation of guests about staff 39 Student: Nguyen Tran Thy Khue code: 25203217241 GRADUATION THESIS SUPERVISOR: PHAN THI THUY TIEN, M.A LIST OF CHARTS AND DIAGRAMS Diagram 3.1: The organization structure of Silkotel .22 Diagram 3.1: The organization structure of Silkotel’s front office .26 Chart 1: Number of visitors to Silkotel hotel in recent years 38 Student: Nguyen Tran Thy Khue code: 25203217241 GRADUATION THESIS SUPERVISOR: PHAN THI THUY TIEN, M.A TABLE OF CONTENTS ACKNOWLEDGEMENTS i STATEMENT OF AUTHORSHIP .ii ABSTRACT iii CHAPTER 1: INTRODUCTION 1 Rationale Aims and objectives .2 Scope of the study Method of the study .2 Organization of the Study .3 CHAPTER THEORETICAL BACKGROUND 2.1 Theoretical overview of hotel business operation 2.1.1 Hotel .4 2.1.1.1 Concepts of hotel .4 2.1.1.2 Classifications of hotel 2.1.2 Concepts of hotel business 2.1.3 Hotel business functions and missions 2.1.3.1 Functions of hotel business .9 2.1.3.2 Missions of hotel business .9 2.2 Theoretical basis of front office fields .11 2.2.1 Concepts of front office fields in hotel 11 2.2.2 Characteristics of front office department 11 2.2.3 The roles of the front office department in the hotel 13 CHAPTER : CASE DESCRIPTION 15 3.1 Silkotel overview .15 3.1.1 General information of Silkotel Hoi An 15 3.1.1.1 Silkotel’s establishment and development 15 Student: Nguyen Tran Thy Khue code: 25203217241 GRADUATION THESIS SUPERVISOR: PHAN THI THUY TIEN, M.A 3.1.1.2 Silkotel hotel’s function and tasks .16 3.1.2 System of hotel products and services 17 3.1.2.1 Accommodation service 17 3.1.2.2 Front office department .18 3.1.2.3 Additional service 18 3.1.3 Silkotel hotel’s operation system .19 3.1.3.1 Silkotel hotel’s organization diagram 19 3.1.3.2 Front office department’s Organization .22 3.1.3.3 The labor at Silkotel’s front office department 26 3.1.4 Front office’s facilities and service products 27 3.1.4.1 The process of serving products at Silkotel’s front office 27 3.1.4.2 The facilities of Silkotel’s front office department .29 3.2 Orientation and goals of Silkotel’s front office department 30 3.2.1 Orientation 30 3.2.2 Goals 30 CHAPTER 4: ANALYSIS & EVALUATION 31 4.1 The Reality of the service quality of the front office department of Silkotel hotel 31 4.1.1 The Real Situation of Guest’s Arrival at Silkotel hotel from 2020- 2022 31 4.2 Overall evaluation of front office department of Silkotel hotel 33 4.2.1 Evaluation of guests about facilities of Silkotel hotel .33 4.2.2 Evaluation of guests about staff of Silkotel hotel front office 34 4.3 Strengths and Weaknesses 35 4.3.1 Strengths .35 4.3.2 Weaknesses 36 CHAPTER 5: DIFFICULTIES AND SUGGESTED SOLUTIONS 37 Student: Nguyen Tran Thy Khue code: 25203217241 GRADUATION THESIS SUPERVISOR: PHAN THI THUY TIEN, M.A 5.1 Difficulties 37 5.2 Suggested solutions 37 CHAPTER 6: CONCLUSIONS AND SUGGESTIONS 38 6.1 Conclusion 38 6.2 Suggestions 38 6.2.1 Suggestions for the Silkotel hotel front office department 38 6.2.2 Suggestions for Faculty of English Department at Duy Tan University 40 APPENDIX REFERENCES SUPERVISOR’S COMMENTS Student: Nguyen Tran Thy Khue code: 25203217241