INTRODUCTION
Rationale
Today, society is gradually being improved, and along with the outstanding progress of people, we are constantly trying to bring the country more and more to the world with our intelligence and unstoppable efforts Man has brought a new world And along with those advancements, we increasingly demand material and spiritual needs such as entertainment and travel. Therefore, the tourism industry is one of the promising industries Tourism is also known as a messenger of peace, friendship, and cooperation between nations and peoples And now, tourism is also an important economic sector with a very high growth rate, attracting many countries to participate With the trend of internationalization and globalization, foreign tourism has become the leading service industry in the smokeless industry, accounting for a high proportion of GDP Vietnam tourism is based on the available culture and resources As a result, in order for Vietnam's tourism to grow, we must promote our potentials and strengths To achieve those goals and tasks, the tourism industry must become a spearhead economic sector, improve service quality, develop a variety of tourism products, and increase the length of stay. The industry also needs to find out specific solutions to effectively develop the hotel sector in the area in the future.
Accordingly, hotels with modern facilities and equipment are constantly appearing, requiring businesses to focus on providing quality services to satisfy the needs of tourists Hotels always occupy an important position in the tourism industry, bringing great economic benefits to the country Referring to tourism, we cannot help but mention Da Nang city, Da Nang is known as the most livable city in Vietnam Recently, Da Nang is gradually becoming a new famous city for tourism Da Nang has many tourist attractions that attract foreign tourists from all over the world.
Over time, Da Nang increasingly asserts its importance in the tourism industry Therefore, accommodation businesses have also developed strongly, in order to provide a full range of services to meet the needs of visitors To survive and grow, each hotel must improve the quality of its services and develop its own brand in order to retain and attract customers Each hotel has different working departments, of which the reception department is likened to the "nervous center" of the hotel because it is the place to receive and deal with all information from customers This is the first place we come into contact with; we check in here, and when we leave, this is also the place for us to check out and complete all procedures Therefore, the reception is also considered the face of the hotel, creating the first and last impressions with visitors The more professional the reception, the more its "scores" in the hearts of customers I had an internship at that position, at the Hoang Sa Hotel I realized that focusing on staff training as well as improving service quality for the front desk department was extremely necessary, so she decided to choose the topic: An Investigation into the Real Situation and Solutions for Improving the Service Quality of the Reception Department at Hoang Sa Hotel Da Nang.
Aims and Objective
a The project's goal is to:
- Research the current state of leisure travelers to Hoang Sa Hotel, and I'll look into the front desk's current state
- In addition, I concentrate on studying the service process so that we may identify problems and make recommendations to improve the front desk service process at the hotel. b The goal of this research is to:
- Investigate broad concerns related to front desk operations, the theoretical basis of service processes, and issues related to the improvement of the reception service process
- Assess the business situation, advantages, and inadequacies of service activities at the front desk
- Give some suggestions and solutions to improve the service process of the front desk department.
Scope of the Study
I noticed some problems after my internship at Hoang Sa Hotel Since I needed to do extensive research on this hotel, I decided to write the article.
To evaluate operational performance and make recommendations for implementation, investigate the consumer market, location, product and service characteristics, and the situation at the front desk in this thesis.
Method of the Study
In this research, my plan is to devise methods to support the work.
The first step is to collect data and information by contacting with head of the sales department and requesting the required information.
Second, I employ a qualitative approach based on theories about topics like receptionist English, tourism overview, and actual observations atHoang Sa Hotel.
Third, I employ analytical techniques and survey techniques to assess,contrast, and draw conclusions that will serve as the foundation for proposals.
Organization of the Study
This graduate thesis consists of three main parts:
Part 1 is an introduction covering the rationale, purpose and objectives, scope of the study, the method of the study and the organization of the study in this case.
Introduce some basic concepts related to resort and tourism business
- Chapter 3: Description of the case
Provide information about HOANG SA HOTEL and show the current state of service quality at the hotel's Reception department
Analyze some strengths and weaknesses of the Reception department Part 3 includes:
Point out the difficulties and suggest measures to improve
Summary of research findings and recommendations for improvement in the front desk.
THEORETICAL BACKGROUND
Basic Conceptions
Tourism can be definite in variety of ways:
Tourism is “the act and process of spending time away from home in pursuit of recreation, relaxation, and pleasure, while making use of the commercial provision of services.” It is a product of modern social arrangements that began in Western Europe in the 17th century Tourism is distinguished from exploration in that tourists are more likely to follow established routes and to benefit from established commercial provisions.
Tourism is distinguished from exploration in that tourists follow a “beaten path,” benefit from established systems of provision, and, as befits pleasure- seekers, are generally insulated from difficulty, danger, and embarrassment. Tourism, however, overlaps with other activities, interests, and processes, including, for example, pilgrimage This gives rise to shared categories, such as
“business tourism,” “sports tourism,” and “medical tourism” (international travel undertaken for the purpose of receiving medical care).
Tourists are individuals who travel for pleasure or leisure to destinations outside their usual environment for a limited period of time They may visit different types of attractions such as natural, cultural, or historic sites,participate in recreational activities, or simply relax and enjoy the local scenery Tourism can have a significant economic impact on a destination,generating income through accommodation, food and beverage, transportation,and other related services Additionally, tourism can promote cultural exchange and understanding between different communities and contribute to the preservation of natural and cultural heritage.
A hotel is an establishment that provides lodging, meals, and other services for travelers and tourists on a temporary basis
Hotels typically have a range of guest rooms or suites available for rent, often equipped with amenities such as private bathrooms, televisions, and Wi-
Fi In addition to accommodations, hotels may also offer a variety of services to guests such as restaurants, bars, fitness centers, swimming pools, spas, and meeting or event spaces The level of service and amenities offered can vary widely depending on the type of hotel and its target market The primary function of a hotel is to provide a comfortable and safe temporary home for travelers away from their own homes.
Hotels can be classified by their size or number of rooms, ranging from small boutique hotels to large resorts Common classifications include:
Boutique hotels: small, stylish hotels with unique design and amenities, often located in trendy or upscale neighborhoods.
Bed and Breakfast (B&B): small, family-run accommodations with limited rooms and personalized service.
Motels: typically located along highways and offer simple, budget- friendly rooms for travelers.
Hotels can also be classified based on their location, such as:
City hotels: located in the heart of urban centers, catering to business and leisure travelers.
Resort hotels: located in scenic areas, often with beachfront or mountain views, offering a range of activities and amenities for leisure travelers.
Airport hotels: located near airports and typically used for short stays by travelers in transit.
Hotels can also be classified based on their target market, such as:
Luxury hotels: offering high-end amenities and services for affluent travelers.
Business hotels: catering to business travelers with features such as conference rooms and business centers.
Family hotels: catering to families with amenities such as children's activities, family-sized rooms, and kid-friendly restaurants.
Hotels can also be classified based on their level of service, such as:
Full-service hotels: Offering a range of amenities and services, including restaurants, room service, and concierge.
Limited-service hotels: offering fewer amenities and services, such as no on-site restaurant or room service.
Extended-stay hotels: offering long-term accommodations with features such as kitchens and laundry facilities.
These are just a few common classifications of hotels The specific classification of a hotel can depend on multiple factors and can vary by country or region.
Tourism business refers to the industry that provides services and products to tourists This includes various types of businesses such as hotels,restaurants, transportation companies, travel agencies, tour operators, souvenir shops, and other related services The goal of tourism businesses is to provide high-quality experiences for tourists and to generate revenue for the local economy.
Tourism businesses often face unique challenges such as fluctuating demand, seasonality, and competition They must be able to adapt to changing market conditions and offer innovative products and services to attract and retain customers Effective marketing and promotion strategies are also essential to attract tourists to a destination and differentiate the business from competitors.
Sustainability and responsible tourism practices have become increasingly important in the tourism industry Tourism businesses are expected to operate in a way that minimizes their impact on the environment and local communities, while also providing economic benefits and positive social impacts.
The quality of a hotel can be assessed based on a variety of factors that contribute to the overall guest experience Here are some of the key factors that contribute to the quality of a hotel:
Cleanliness: Guests expect a high level of cleanliness throughout the hotel, including guest rooms, bathrooms, common areas, and dining facilities.
Comfort: The hotel should provide comfortable accommodations that meet the needs of guests, such as comfortable beds, pillows, and linens, as well as temperature control and adequate lighting.
Service: Guests expect friendly and helpful service from hotel staff, including receptionists, housekeeping, and restaurant staff Efficient and responsive service can greatly enhance the guest experience.
Amenities: The hotel should provide a range of amenities and services to meet the needs of guests, such as free Wi-Fi, complimentary breakfast,fitness facilities, and business centers.
Location: The location of the hotel can greatly impact the guest experience, with convenient access to local attractions, transportation, and dining options being important factors.
Safety and Security: The hotel should provide a safe and secure environment for guests, including well-lit public areas, secure entry and exit points, and appropriate security measures.
Value: Guests expect a reasonable price for the quality of the hotel and the services and amenities provided A hotel that provides good value for the price is likely to earn positive reviews and repeat business.
These factors are important in determining the quality of a hotel, and hotels that excel in these areas are more likely to earn positive reviews and repeat business from satisfied guests.
General Introduction about the Reception Department
2.2.1 Introduction about the Reception Department
The reception department is one of the most important departments in a hotel It is responsible for managing the front desk and providing guests with a warm and welcoming experience from the moment they arrive The reception department plays a key role in ensuring that guests have a positive experience at the hotel, which can have a significant impact on the hotel's reputation and success.
The primary responsibility of the reception department is to manage guest arrivals and departures, including check-in and check-out procedures. Receptionists greet guests, provide information about the hotel and its services, and assist with any needs or requests they may have during their stay They also handle reservations, answer phone calls, and manage guest inquiries and complaints.
In addition to managing guest interactions, the reception department is responsible for maintaining accurate records and managing room inventory.
This includes managing room allocations, tracking room availability, and ensuring that room rates and other charges are accurately recorded.
The reception department is also responsible for coordinating with other departments within the hotel, such as housekeeping, maintenance, and food and beverage, to ensure that guest needs are met and that the hotel operates smoothly and efficiently.
Overall, the reception department plays a critical role in ensuring that guests have a positive experience at the hotel and that the hotel operates effectively A well-managed reception department can contribute to the success of the hotel by providing exceptional service to guests and helping to build a positive reputation for the hotel.
2.2.2 Tasks of Receptionists in the Hotel
Receptionists in a hotel are responsible for a wide range of tasks that are critical to the smooth operation of the hotel and the satisfaction of its guests. Here are some of the key tasks that receptionists in a hotel typically perform:
Greeting guests: Receptionists are often the first point of contact for guests when they arrive at the hotel They greet guests, check them in, and provide information about the hotel and its services.
Managing reservations: Receptionists manage room reservations, including taking bookings over the phone, via email or online, and ensuring that room allocations are accurate and up-to-date.
Checking guests in and out: Receptionists manage the check-in and check-out process, including verifying guest identities, processing payments, and issuing room keys.
Answering guest inquiries: Receptionists respond to guest inquiries and requests for information about the hotel, including directions,recommendations for local attractions, and transportation options.
Handling guest complaints: Receptionists are responsible for addressing guest complaints and concerns, and finding solutions to resolve any issues that arise during a guest's stay.
Maintaining guest records: Receptionists maintain accurate guest records, including personal and payment information, room assignments, and any special requests or requirements.
Coordinating with other departments: Receptionists work closely with other departments within the hotel, such as housekeeping and maintenance, to ensure that guest needs are met and that the hotel operates smoothly.
Handling cash and financial transactions: Receptionists process payments and manage cash and credit card transactions for guest rooms, meals, and other services.
Maintaining a clean and organized front desk area: Receptionists ensure that the front desk area is clean and organized, with all necessary supplies and equipment readily available.
Overall, receptionists in a hotel play a critical role in providing exceptional customer service to guests and ensuring that the hotel operates smoothly and efficiently Their attention to detail and ability to handle multiple tasks and responsibilities is essential to the success of the hotel.
2.2.3 The Role of the Receptionists in the Hotel
The role of receptionists in a hotel is critical to the success of the hotel and the satisfaction of its guests Receptionists are often the first point of contact for guests when they arrive at the hotel, and they play a key role in providing a warm and welcoming experience that sets the tone for the guest's entire stay Here are some of the key roles that receptionists play in a hotel:
Guest relations: Receptionists are responsible for managing guest relations and ensuring that guests have a positive experience during their stay.They greet guests, provide information about the hotel and its services, and assist with any needs or requests they may have.
Customer service: Receptionists are responsible for providing exceptional customer service to guests, including responding to inquiries, handling complaints, and finding solutions to any issues that arise during a guest's stay.
Communication: Receptionists are responsible for communicating with guests, other hotel staff, and external partners such as travel agents and tour operators They must be able to communicate effectively in a variety of situations and languages, and be able to handle any language barriers that may arise.
Record-keeping: Receptionists are responsible for maintaining accurate records of guest information, including room assignments, payment information, and any special requests or requirements.
Security: Receptionists are responsible for ensuring the security of the hotel, including monitoring the front entrance, checking guest identification, and reporting any suspicious activity to hotel security or law enforcement as necessary.
Sales and marketing: Receptionists play a role in sales and marketing by promoting hotel services and amenities, making room reservations, and coordinating with other departments to ensure that guests have a positive experience during their stay.
2.2.4 The Organizational Structure of the Reception Department
The figure depicts the front desk in the organizational structure of a hotel. First, the director will be called the department head The director is the person who holds all the power in the hotel Next is the manager, who is responsible for managing the work of the department, dividing it, and evaluating the work of the employees Followed by supervisors, receptionists, bell staff, and night audit staff, who will all report to management Their work is divided equally, creating a tight and efficient organization.
The director is the first person to directly direct and plan activities for the front desk department Always responsible for all hotel operations.
The FO Manager is the person who has authority after the director, effectively implementing all the tasks assigned by the director Direct, supervise, and manage all activities of the reception department; coordinate with other departments to solve some arising cases.
The Reservations Department is the place to receive and respond to booking letters and phone calls according to customers' wishes, handling all situations related to booking and cancellation.
CASE DESCRIPTION
General Introduction of Hoang Sa Hotel Da Nang
INCLUDEPICTURE "https://www.hoangsahotel.com/Upload/files/b%C3%AAn ngo
Hoang Sa Hotel is located on Dong Da street, Da Nang city.
Address: 54-56 Duong Dinh Nghe Rd, Son Tra Dist., Da Nang City.
Email: sale.hoangsahotel@gmail.com
Hoang Sa Hotel Da Nang is a 3-star hotel located in the coastal city of DaNang, Viet Nam The hotel is situated near My Khe beach, one of the most beautiful beaches in the world, and is only a few kilometers away from the Han
River Bridge and Da Nang City center, making it a convenient location for travelers The hotel features 24-hour front desk service, free Wi-Fi, a restaurant, and a bar All rooms are air-conditioned and equipped with flat- screen TVs, mini-bars, and private bathrooms with shower facilities The hotel also offers car and bicycle rentals, as well as tours and ticketing services for guests to explore the city and its surroundings.
Hoang Sa Hotel is a popular hotel located in Da Nang City, Vietnam It is situated on Hoang Sa Street, a few minutes driving from the famous My Khe Beach The hotel is known for its convenience, affordability, and quality of service It is ideal for foreign and domestic tourists looking for a comfortable and affordable stay in Da Nang.
Hoang Sa hotel has a range of rooms, including standard rooms, deluxe rooms, and suites, all of which are equipped with comfortable beds, air conditioning, cable TV, minibars, and private bathrooms with hot and cold showers Wi-Fi is also available in all rooms and is free of charge The hotel also offers additional facilities like a restaurant, spa, fitness center, swimming pool, and conference rooms.
The hotel is known for its friendly staff, who are always willing to assist guests and provide information on local attractions and tours It is located close to many tourist attractions in the city, such as the Marble Mountains, and the Son Tra Peninsula, making it a great base from which to explore the region.
Overall, Hoang Sa Hotel is a great choice for those looking for a hassle- free and comfortable stay in Da Nang, with guaranteed quality service at an affordable price.
3.1.2 The Organization diagram of Hoang Sa Hotel Da Nang
The Director of the Hoang Sa Hotel is in charge, has full power, and is in charge of giving orders The hotel's deputy director is in charge of assisting the director in managing and carrying out the hotel's activities while the director is absent or unavailable The junior hotel departments, including the front desk manager, F&B manager, housekeeping manager, human resources manager, receptionist, etc., come after the director Each department has supervisors and employees of its own However, departments work together and provide support for one another through various activities.
Diagram 2:The organization diagram at Hoang Sa Hotel
Functions and Tasks of Each Department at Hoang Sa Hotel Da Nang 19 1 Front Office Department
Front Desk Department: The front desk department is responsible for all guest services, including check-in and check-out, making reservations, answering inquiries, and providing recommendations for local attractions and restaurants.
Housekeeping Department: The HK department is responsible for ensuring that all guest rooms and common areas are clean and well-maintained, providing daily housekeeping services, and responding to special guest requests.
Food and Beverage Department: F&B department is responsible for all dining and drinking services, including managing the hotel's restaurants, bars, and room service, creating menus, and overseeing all food and beverage operations.
Sales and Marketing Department: The sales and marketing department is responsible for promoting the hotel and increasing occupancy rates through targeted advertising, public relations, and partnerships with travel agencies and other organizations.
Finance Department: The finance department is responsible for managing the hotel's financial operations, processing payroll, managing accounts payable and receivable, and creating financial reports and budget forecasts.
Human Resources Department: The HR department is responsible for hiring, training, and managing all hotel staff, ensuring compliance with labor laws and regulations, and creating and implementing employee policies and procedures.
Maintenance Department: The maintenance department is responsible for maintaining the hotel's physical infrastructure, ensuring that all systems and equipment are in good working order, and responding to guest requests for repairs or maintenance services.
The Information Technology (IT) department is responsible for managing the technology infrastructure and computer systems of an organization This includes designing and maintaining computer networks, hardware, and software installations, troubleshooting technical issues, providing IT support and training, implementing security measures to protect information and data,managing databases and servers, and ensuring the organization's technology is up-to-date and efficient.
Introduction about the Reception Department
3.3.1 Overview of the Reception Department
Picture 4 Receptionist at Hoang Sa Hotel
The FO is considered the lobby block of the hotel, including the reception department Therefore, the reception department plays a very important role in solving all guests' problems during their stay at the hotel Because Hoang Sa Hotel is a 3-star hotel, it is imperative to create credibility and develop the business to affirm its position with other businesses, so the professional requirements for each employee are very high As a result, the front desk can respond to guests' needs smoothly.
Reception, considered the main face of the hotel, is one of the many parts of the hotel business that are in direct contact with customers when they first set foot in the hotel The reception department provides a range of services, including answering telephone calls, welcoming visitors, managing appointments, distributing information, managing the front office area, and providing administrative support to other departments within the organization. The performance of the reception department reflects directly on the company's reputation, brand, customer satisfaction, and overall success Having a highly efficient and responsive reception department can lead to greater customer loyalty, higher retention rates, and increased profitability for the organization. The front desk staff handles transactions between the hotel and its guests. Staff welcome guests, handle requests, questions, and feedback from guests, and easily record unforgettable impressions when interacting with visitors.
3.3.2 The Organizational Structure of the Reception Department
Diagram 3:Organizational structure of the Reception Department
Reception Staff: This department's primary responsibility is to greet and help guests with the check-in process Additionally, this department can assist consumers who require more information about local entertainment options and entertainment venues.
Concierge: In order to ensure that guests have a positive experience, this department will provide hotel guests with support services This division will help the customer arrange transportation when they depart Sometimes, the concierge department also plays the role of Doorman and Bellman staff.
Cashier: A cashier of a hotel is an employee who is responsible for processing financial transactions related to guest stays and services provided by the hotel This entails registering visitors upon arrival and departure, receiving payments for meals, lodging, and other services, managing refunds and adjustments, and keeping thorough records of all transactions Cashiers at hotels may also be in charge of balancing cash drawers, creating reports and financial statements, and carrying out other administrative duties associated with financial transactions in addition to managing electronic cash registers or point-of-sale systems Since they frequently engage with visitors, they need to be able to handle complaints or problems relating to invoicing and payments. They also need to have great customer service abilities.
Operator: An Operator of a hotel is an employee who is responsible for managing and overseeing the daily operations of a hotel This can entail overseeing personnel, ensuring that visitors receive excellent service, and ensuring that the hotel is tidy and maintained Since they are in charge of managing a number of departments, including housekeeping, front desk, food and beverage, and maintenance, hotel operators need to be good leaders and managers As they frequently contact with guests, vendors, and other stakeholders, they also need to be well organized and have outstanding communication skills They also need to be able to manage several projects and effectively, hotel owners must also be informed about the hospitality sector, including trends, best practices, and legal requirements.
Reservations: Reservations of a hotel refer to the process by which guests can book or reserve a room, suite, or other accommodations in a hotel. Reservations staff at a hotel are responsible for managing this process, including taking reservations over the phone, via email, or through an online booking system They must be knowledgeable about the different types of rooms and suites available, pricing and availability, and any special promotions or discounts that may apply Additionally, reservations staff must be able to provide excellent customer service, as they often interact with guests directly and must be able to handle inquiries, questions, and complaints related to reservations and bookings.
Doorman: A doorman of a hotel is an employee who is responsible for greeting and welcoming guests as they arrive at the hotel, opening doors, assisting with luggage, and providing directions and information about the hotel and its amenities…
The service process is also important for the hotel to receive the satisfaction and appreciation of visitors Based on good service quality and processes, get good feedback and evaluation from customers about that service quality The service process at Hoang Sa Hotel includes the following steps:
Reservations: Customers can make reservations through Tour Operators, receptionists, trading companies, online booking systems, and some other websites.
Check-in: This involves confirming the customer's reservation,verifying their identity, and providing them with the room key and related information so that the customer is more aware of the quality of service and good deals when coming to the hotel.
Room service: This service includes cleaning and maintaining the room, providing new linens, toiletries, and other amenities, and responding to any requests, complaints, or wishes of the guest.
Catering: This includes the delivery of meals and beverages to customers in restaurants or through room service All guests coming to the hotel are entitled to a free meal, ensuring the nutrition and taste of each guest service All guests coming to the hotel are entitled to a free meal, ensuring the nutrition and taste of each guest Make tourists no longer think about or fear food problems.
Concierge service: This service involves providing information and assistance to the customer, such as recommending local attractions, booking tours, and arranging transportation and supplies instruction This requires employees to provide absolutely accurate information so as not to affect the quality or needs of customers.
Check-out: This involves paying the customer's bill, obtaining the room key, and ensuring any additional requests or complaints are resolved. This requires employees to handle it quickly and easily Make your guests feel satisfied and comfortable.
3.3.4 Labour Structure at Reception Department
The service quality of the front desk in a hotel is essential to ensuring that guests have a positive experience during their stay High-quality front desk service can contribute to a guest's overall impression of a hotel and may even influence their decision to return in the future Therefore, even large hotels need good service quality, mainly based on a few criteria such as quality of facilities, staff qualifications, service process, management, guest satisfaction
A few hotels also use quality assessment firms to study and analyze in the most thorough and impartial manner, although the outcomes are generally unsatisfactory and the expenses are very high.
This table describes the qualification, the age and the sex of the receptionist in the Reception Department These factors affect directly to the quality of Reception Department.
Table 1 : The data table about labour force at Reception Department
Looking at the table above, we can draw some conclusions about the staff in the reception department according to each factor, such as:
ANALYSIS AND EVALUATION
The analysis of revenue and the number of tourists at Hoang Sa Hotel
Table 3:Business results of Hoang Sa Hotel from 2020-2022
Through the table, we can see that business activities at Hoang Sa Hotel in the three years 2020–2022 have fluctuated due to the impact of the COVID-
The revenue of the hotel in 2020 witnessed a total of 872.009 arrival guests, 643.009 in 2021, but the number of coming guests in 2022 was only 1.336.659 Specifically, the accommodation service reached 59.1% in 2020, 68.5% in 2021, and 53.5% in 2022 Besides, the catering service in 2021 and
2022 is nearly the same, accounting for 28% and 28.9%, 26.6% in 2020. Similarly, additional services reached 14.3% and 13.5% in 2020 and 2021, and 17.6% in 2022
Revenue from accommodation services: 2020–2021 due to the severe COVID-19 epidemic during that period, the proportion of total hotel revenue decreased significantly, by 26.3%, because this is the main product of the hotel. The proportion was down 27%, equivalent to 139,082 billion VND In the period of 2022–2021, an increase of 107.8%, equivalent to VND 693,650 million, is expected when the COVID-19 epidemic subsides and is on the verge of resuming operations.
Food service revenue: Besides accommodation service, food service also contributes to a significant portion of the hotel's revenue Revenue from the catering business accounts for nearly 30% of the hotel's total revenue In the period of 2021–2020, a decrease of 22.4%, equivalent to -51,960 million VND,was recorded In the period of 2022–2021, it will increase significantly,accounting for 114.5 percent, equivalent to 206,037 million VND, when theCOVID-19 epidemic gradually decreases and tourism resumes normal activities.
Revenue from additional services accounted for the lowest proportion of total hotel revenue In the period from 2021–2020, due to the strong influence of the COVID-19 epidemic, the proportion is 30.1%, equivalent to -37,958 million VND In the period of 2022–2021, the proportion increased the most, reaching 169.9%, equivalent to 148,038 million VND.
Chart 1:Business results of Hoang Sa Hotel from 2020-2022
Based on the chart above, we see that the number and proportion of services are still quite low Specifically, in 2020, the COVID-19 epidemic began to break out, so the reduced service quality only accounted for a total of 872,009 times By 2021, when the COVID epidemic broke out, the whole country had to distance itself, and some hotels had to close for a few months, so the total number of visits for the whole year decreased deeply, specifically to 643,009 visits By 2022, the COVID-19 epidemic will be under control,tourism activities will be developed again, and hotel occupancy will increase twice as much as it did in 2021, specifically 1,336,659 visits In parallel with those unstable numbers and revenues, it is necessary to have some solutions to improve services so that the hotel can increasingly assert its position compared to other hotels.
The number of the guests at Hoang Sa Hotel 33 4.3 The Guests’ Evaluation about the Reception Service Quality at Hoang
2020 Accommodation service 2021 Catering service 2022 Additional services
(Source: Hoang Sa Accounting Department)
In the table, the total number of hotel guests in the last 3 years has changed significantly In general, the number of guests staying at Hoang Sa Hotel tends to decrease sharply in the first 2 years due to the impact of the COVID-19 epidemic and increase significantly in 2022 when the epidemic is under control.
In 2020, a total of 4,170 guests will be welcomed, but due to the impact of the COVID-19 epidemic in 2021, there will be a sharp decrease of 2,278 visitors, but the number of visitors by 2022 will increase by 7,363 guests due to the epidemic being controlled The total number of visitors in 2021 compared to the total number of visitors in the year decreased by 1912 In 2020, international visitors accounted for a relatively large number, with 1,945 arrivals (accounting for 46.6%), and this number decreased sharply in 2021 to
679 arrivals (accounting for 29.8%) However, by 2022, that number will increase significantly, accounting for 3,225 cases (or 43.8%) when the epidemic is well controlled.
The second is domestic guests In 2020, the number of domestic tourists was 1,125 (accounting for 26.9%); in 2021, this number decreased sharply to
934 arrivals (accounting for 41%); and in 2022, it increased sharply after the
COVID-19 epidemic, reaching 2,004 arrivals (27.2%) of the total number of visitors.
Local guests account for the smallest number of arrivals with 1,120 (26.7%) in 2020, then sharply decrease to 665 arrivals in 2021 (accounting for 29.2%), and increase by more than three times in 2022 compared to the previous year 2021 will have 2,134 (or 29%) of the total number of visitors.
Chart 2:The number of guests at Hoang Sa Hotel
Based on the chart above, we can confirm that the number of guests in the years 2020–2022 was quite low, and the revenue decreased greatly, making it difficult for the hotel in those years Because the COVID-19 epidemic has affected hotel operations The whole country has to practice distance when the epidemic breaks out As a result, all tourist services, as well as all hotels, have to close In 2020, from March to September is the time when the epidemic outbreak is very strong, so we have to implement a strong quarantine so there are no tourists and no revenue at that time For the whole year, there are only 4,190 types of guests participating in the hotel From May 2021 onwards, which is the peak of the COVID-19 epidemic, the country will take stronger measures to prevent the COVID-19 epidemic Therefore, all guest check-ins as well as revenue are very low, almost none, and cause heavy revenue loss,
Local guests Domestic guests International guest
2022, we will have gradually controlled the COVID-19 epidemic, and tourism and hotel activities will also have gradually reopened and developed, so the number of visitors will have increased significantly by three times compared to
2021 However, the epidemic was still not completely over, and at that time, the hotel's revenue could not be completely stable.
4.3 The Guests’ Evaluation about the Reception Service Quality at
Table 5 :Quality of Guests’ Booking Service
Evaluation of guests through quality levels
(Source: Through the guest survey)
The table above shows the quality of customer reviews through booking services Looking at the above, we see that when booking online, the majority of guests have very good feedback, accounting for 60% of customers who think the service is excellent 25% of customers think that the service is good, and 10% of customers think it is quite good However, 5% of customers still rate the service quality as bad because the number of customers booking online is very large and the hotel's staff is still limited, so the processing of customer information has not been done fine Therefore, because the response to guest messages is quite slow, it makes guests frustrated and stop booking As for the travel agency, it accounts for the largest percentage of booking services,making guests the most satisfied because of the professional treatment of the staff there, accounting for 80% excellent and 20% good Next, the direct booking service at the front desk ranked second in customer satisfaction. Perhaps because the staff has a positive attitude and is enthusiastic to help and support customers, the majority of customers give very good feedback, accounting for 70% excellent, 20% good, and 10% good service Because the staff here is young, they have little experience, but in return, they have a very enthusiastic attitude Regarding the booking service through a trading company, the percentage of customers giving positive feedback is also very high Approximately 65% of customers rate the service as excellent, 25% as good, and 5% as okay However, the service is still not good when 5% of customers give bad reviews, and the response to customer inquiries is not good and cannot meet the needs and desires of customers Other services are relatively good, accounting for 50% of excellent reviews, 40% of good reviews, and 10% of good service No customer feels bad about bad service; however, we need to improve the quality as well as the number of staff every day to be able to best support our customers.
Chart 3:Quality of Guests’ Booking Service
Evaluation of guests through quality levels
(Source: Through the guest survey)
The table below shows the satisfaction levels of customers when greeted by the front desk staff at Hoang Sa Hotel Whether the hotel's welcome is professionally planned or not is one of the important factors influencing the customer's decision to return to the hotel.
According to the survey, the airport pick-up service is the most preferred by customers, with 60% saying that they are extremely satisfied with this service, about 25% of people saying that the service is good, and the rest 10% Normal. However, still 5% of people were not satisfied, implying that there are still problems with the airport pick-up The receptionist must check that the room is ready for guests before welcoming them And during the preparation stage of the reception, not all customers are satisfied; about 70% of guests rate this service as excellent, 24% as good, and 6% as average Finally, when welcoming guests, a welcome drink is a must About 50% are extremely satisfied with the service, 40% consider it good, and the remaining 10% are normal However, we need to fix this problem.
Although the hotel has many advantages to receive the love of visitors, there are still some limitations that need to be overcome to serve guests better.
Chart 4:Quality of Guest- Welcoming Service
Table 7:Evaluation to Check – in Process
(Source: Through the guest survey)
Very satisfied Satisfied Normal Dissatisfied Very dissatisfied
Figure 1:Evaluation to Check – in Process
Looking at the chart above, we can see that the satisfaction level of tourists from other countries at the check-in stage is quite high We have a total of 533 domestic tourists and 399 international tourists In terms of high satisfaction, the total number of guests is 395, accounting for 42.4% Regarding the level of satisfaction, the rate is 33.2% The level of visitors considered normal accounts for 19.7% However, there are still some visitors who are quite dissatisfied with this service for some reason, accounting for 4.7% Thereby, we need to fix and improve the check-in service every day to achieve reliability and appreciation from all tourists
Table 8:Evaluation to the service process during the guest's stay
Very satisfied Satisfied Normal Dissatisfied Very dissatisfied
Figure 2:Evaluation to Service Process
Looking at the chart above, we can see that the total number of domestic and international visitors at the very satisfied level is 395, accounting for 42.4%.The number of satisfied customers is quite high, accounting for 33.2% of the total of 309 guests There are 184 customers who think that the service is quite normal, accounting for 19.7% Besides, there are some customers who feel unsatisfied with this service, accounting for 4.7% of the total 44 guests. Although the level of satisfaction accounts for a relatively high proportion and number, there are still some customers who give negative feedback about this service quality, so we need to learn and overcome this to meet the needs of each tourist.
Table 9:Evaluation to Check – out Process
Very satisfied Satisfied Normal Dissatisfied Very dissatisfied
Figure 3:Evaluation to Check – out Process
Looking at the chart above, we can see that the check-out procedure is simple and quick, not as complicated as when checking in, so the total number of domestic and international guests with a very high level of satisfaction is very high reached 423 people, accounting for 45.4% The number of satisfied
160 customers who think that the service is quite normal, accounting for 17.2% Besides, there are some customers who feel dissatisfied with this service, accounting for 3.7% of the total 35 guests Although the level of satisfaction accounts for a relatively high proportion and number, there are still some customers who give negative feedback about this service quality, so we need to learn and overcome this to meet the needs of each tourist.
4.3.2 Guests’ evaluation of the Reception Service quality at Hoang Sa
4.3.2.1 Guests' evaluation of the reception area
Table 10:Guests' evaluation of the reception area
Chart 5:Guests' evaluation of the reception area
From the above table, we see that domestic customers still account for the highest proportion of satisfaction levels (66%), then international visitors account for 30%, and finally local visitors account for 28% And the total satisfaction level of all three types of visitors accounted for the highest proportion of 66.3% Therefore, visitors are quite satisfied with the beauty and
Local guests Domestic guests International guests
Satisfied Normal Dissatisfied cleanliness of the front desk However, because there are so many good hotels competing with each other in the market, the hotel should still regularly check and improve to make the front desk the best it can be.
In addition to modern equipment The reception area is also an objective way for visitors to evaluate the entire face of the hotel When checking in, visitors need a place that is modern, new, beautiful, neat, and clean so that they can comfortably work with the reception with a positive attitude Therefore, equipping a modern and eye-catching reception area is also quite important for every business We need to make regular improvements to gain trust and positive feedback from our visitors.
4.3.2.2 Guests’ evaluation of Reception Facilities
Table 11:Guests’ evaluation about the Reception Department Facilities
Feedback Modern % Europeanization % Operating status %
Chart 6:Guests’ Evaluation of Reception Facilities
General Evaluation to the Quality of The Reception Department at
Hoang Sa Hotel is known for its prime location, being close to the beautiful My Khe beach and 10 minutes by car from the airport station. Hoang Sa Hotel, with 96 rooms, is luxuriously built, modern, and fully equipped to give visitors the best services Each accommodation has a balcony overlooking the sea, allowing you to enjoy peaceful moments while admiring the beautiful beach Customers always feel comfortable, especially at Hoang Sa Hotel The strengths of Hoang Sa Hotel, as I mentioned in chapters 3 and 4, are:
First, although they are young students who have just graduated from college, they are all enthusiastic people and always support customers with their best, whenever customers have their own needs and desires, as evidenced by the survey Monitor guest reviews on page 47 of Chapter 4 In addition, the ability to be creative and empathize with guests when they have unanswered problems makes guests very satisfied with the staff here.
Secondly, to affirm its position in the tourism market, the hotel always has a strict recruitment regime for typical and well-remunerated employees. Staff must have effective communication skills with guests to ensure their needs and requests are addressed in a timely manner, as most of them are university graduates and can communicate in basic and fluent English, as the survey of reviews from tourists in Section 4.3.3.3 analyzed above shows.
Third, their strengths are the design of modern, Europeanized, and relatively well-functioning equipment, creating conditions to ensure the needs and desires of customers, and processing customer information in a timely manner This has been analyzed on page 43 and received very high feedback from customers.
In addition, the quality of the booking service for customers A range of services, including room service, laundry and dry cleaning services, and airport transfers, are available, as shown in Table 6: Welcome Service They are all entitled to a variety of services, including room service, laundry, and dry cleaning services, as well as airport transfers, available at all times And the most important thing that makes visitors feel satisfied is the 24/7 staff's ability to support customers at any time.
From the above strengths, it can be seen that, although it is only a 3- star hotel, Hoang Sa Hotel has all the criteria to satisfy the desired needs of customers And it is a place that is really worth our experience there.
Besides the strengths, there will always be weaknesses Because Hoang Sa Hotel has not been established for a long time, there will be weaknesses that have not been overcome The weaknesses that I want to talk about and analyze are:
First, due to their lack of diversity, front desk staff may not communicate effectively with visitors who speak other languages That was analyzed on page 49: Language proficiency Because they are all new graduates, they are too senior, so their lack of experience is obvious They only speak English well; other languages are not very good; it can't meet the needs, and customers will find it difficult to understand when we convey information about the hotel, so guests are not satisfied and have feedback not good about the front desk staff.
Second, due to staff inexperience in problem solving, there are unresolved conflicts arising from the complaints of some guests, which may leave guests feeling dissatisfied or frustrated with the response of the hotel.
Third, I would like to mention that the slow processing of guest requests causes trouble and dissatisfaction for guests and comes from the information when booking room is slow Inadequate and limited staff training time can lead to errors in handling guest requests, payments, or other problems Poor reservation management and room allocation lead to duplicate bookings, incorrect bookings, and other logistical issues This is a big mistake by the hotel when training staff for less than a month.
In addition, although the equipment is mostly good, there is also some equipment that is still damaged and needs to be replaced.
Overall, the hotel needs to overcome those weaknesses In order to ensure that the needs of visitors are more fully satisfied, it is necessary to stabilize the quality of the team, prices, and equipment that need to be regularly checked and changed to suit the unique needs of each individual.
DIFFICULTIES AND SOLUTIONS
Difficulties
High competition from other hotels in the area.
Seasonal fluctuations in demand, with peak seasons during the summer months and major holidays.
Rising costs related to labour, maintenance, utilities, and marketing.
Staff turnover and the need to maintain a consistent level of service.
Reputation management and the need to respond to customer feedback and reviews.
High price: With a prime location in Da Nang and high-class facilities, room rates at Hoang Sa Da Nang Hotel are also relatively high compared to some other hotels in the area.
Shortage of human resources: In some peak times, Hoang Sa Da NangHotel has difficulty in recruiting enough human resources to meet the needs of customers.
Visitor shortage: During some times of the year, Da Nang experienced a shortage of visitors, affecting the business of Hoang Sa Da Nang Hotel and other tourism businesses in the region.
Significant drops in demand are due to travel restrictions and safety concerns.
Cancellation of events and conferences, which would have generated additional revenue for the hotel.
Increased health and safety protocols, which can add to the hotel's operational costs.
Reduced staffing levels and financial strain, leading to challenges in maintaining the same level of service.
Increased competition as hotels struggle to attract guests in a smaller market.
The sharp decline of the tourism industry: With the limitation of international flights and the disruption of domestic tourism, Hoang Sa Da Nang Hotel has faced a sharp decline in the number of tourists.
Reduced revenue: The drastic decline in customer numbers has caused a significant drop in revenue for the hotel, prompting it to find ways to reduce costs to maintain operations.
Difficult to recruit: With the difficult economic situation, many people are losing their jobs, and the number of employees looking for work is also increasing However, HOANG SA HOTEL Da Nang has had difficulty recruiting qualified and experienced staff.
Innovate to adapt: To overcome difficulties, Hoang Sa Hotel is having to change its business strategy and management activities, find ways to attract new customers and retain old ones, and improve service quality to maintain customers' trust.
In addition to these challenges, the pandemic has also led to a shift in consumer preferences, with more guests seeking out hotels that prioritize cleanliness and safety measures The Hoang Sa Hotel, like many other hotels,has had to adapt to these changes by implementing new protocols and procedures to ensure the safety of its guests and staff.
Solutions
From the above weaknesses, it is necessary to have good solutions to improve the quality of the front desk department of Hoang Sa Hotel, such as: First, there should be regular training and development opportunities for front desk staff to enhance their skills and knowledge in areas such as customer service, communication, and problem solving This can help improve their performance and lead to better guest satisfaction Therefore, encourage guests to provide feedback on their experience with front desk staff and use this feedback to identify areas for improvement This can be done through comment cards, online surveys, or face-to-face interactions with guests.
Second, we need to create the best environment in which front desk staff can give feedback on their experience working in the department, including any challenges they face or suggestions for improvement This feedback can be used to identify areas where the department can be improved and develop solutions Third, it is necessary to streamline processes to make them better and more convenient for employees and customers, such as identifying areas where the front desk process can be streamlined to improve efficiency and reduce downtime customer waiting This could include optimizing check-in and check-out processes, implementing online check-ins, or using technology to automate certain tasks.
In addition, clear standards should be established for front desk staff to follow, including expectations for customer service, communication, and problem solving This can help ensure consistency in service quality and create a positive guest experience The front desk staff should be recognized and rewarded for consistently providing exceptional service to guests This may include incentives such as bonuses and promotions so that they can put in the effort and trust in their work to perform better.
By implementing these solutions, Hoang Sa Hotel will have better quality and compete more effectively with tourism businesses.
5.2.1 Enhancing the Facility of the Reception Department
Some solutions to strengthen the facilities for the front desk department at Hoang Sa Hotel are:
The first is to modernize the reception area The reception area is often the place that creates the guests' first impression of the hotel Consider updating the design and decor to create a friendly and modern atmosphere. This can include new furniture, lighting, and artwork.
The second is upgrading technologies Implementing technology such as automated check-in and check-out, online booking systems, or guest self-service kiosks can reduce wait times and enhance the guest experience. guest Consider investing in these technologies to improve the efficiency of the reception area.
Third, improve signage Ensure that the reception area has clear signage to direct guests to different areas of the hotel, such as the elevator, restaurant, and rooms This can help improve the guest experience and reduce confusion This also contributes to the fact that guests who speak other languages do not understand the reception and receive more positive feedback.
Add to that Reception Area Upgrade and Expansion: Consider expanding the reception area to provide more space for guests to wait during peak times This can help reduce crowding and improve guest satisfaction.Need to strengthen security measures: Consider upgrading the security staff This may include installing CCTV, increasing the number of security personnel, or implementing an access control system.
Finally, focus on cleanliness Make sure the reception area is clean and well maintained This can create a positive first impression for guests and improve their overall experience Because, when looking at the lobby area or any other part of the hotel, if they are really clean and luxurious, it will make us look more beautiful, more sympathetic, and help customers trust and encourage them Encourage them to come back to the hotel again and again.
By implementing these solutions, Hoang Sa Hotel is able to enhance the facilities of the front desk department and deliver a good experience and positive feedback from customers.
5.2.2 Improving the Service Process of the Reception Department as well as the Qualitications of the Staff
Some suggestions to improve the service process of the front desk department and the qualifications of staff at Hoang Sa Hotel include:
First, standardize the service process Establish a set of standard procedures that receptionists follow Front desk staff must follow instructions when serving guests This may include instructions on how to greet guests, handle check-in and check-out procedures, and handle guest complaints. Standardized processes can help ensure that guests receive consistent, high- quality service.
The second is employee training and development Provide regular training and development opportunities for front desk staff to enhance their skills and knowledge in areas such as customer service, communication, and customer service Follow up and resolve the issue This can help improve their performance and lead to better guest satisfaction.
Third, cross-train staff Cross-training front desk staff in other areas of the hotel, such as housekeeping or food service, can help them better understand hotel operations and provide better service to guests.
In addition to implementing a guest feedback system, Set up a system to collect guest feedback about the service provided by the front desk This can be done through comment cards, online surveys, or face-to-face interactions with guests Feedback can be used to identify areas for improvement and develop solutions.
Finally, incentives create value in programs Develop an incentive program to reward front desk staff for consistently providing exceptional service to guests This may include bonuses, promotions, or public recognition Front desk staff should be empowered and resourced to resolve guest issues quickly This can help create a positive guest experience and reduce the number of complaints Additionally, create a positive work culture that values teamwork, cooperation, and open communication This can help boost employee morale and lead to better service for guests.
By implementing these solutions, Hoang Sa Hotel can improve the service process at the front desk and raise the level of staff, ultimately providing a better customer experience.
5.2.3 Strengthening the Relationship between the Reception
Some strategies to strengthen the relationship between the front desk department and other departments at Hoang Sa Hotel include:
Encourage Communication: Establish open lines of communication between the reception department and other departments. Encourage staff to communicate regularly to share information, address concerns, and coordinate efforts.
Foster a Collaborative Culture: Encourage a culture of collaboration between the reception department and other departments This can be done through team-building activities, joint training sessions, and cross-departmental meetings.
Develop shared goals: develop shared goals that align with the direction for staff and encourage them to work together towards a common goal.
Implement Interdepartmental Training: Implement interdepartmental training programs that provide staff with a better understanding of each other's roles, responsibilities, and challenges This can help improve teamwork and foster mutual respect.
Share Information: Ensure that staff in the reception department and other departments have access to the same information This can include guest preferences, room availability, and special requests Sharing information can help staff work together more effectively and provide better service to guests.
Conduct joint performance evaluations: conduct joint performance evaluations that include staff from both the reception department and other departments This can help identify areas of strength and areas for improvement and provide staff with a more comprehensive understanding of their performance.
Recognize Interdepartmental Achievements: Recognize achievements that result from interdepartmental collaboration This can be done through public recognition, financial incentives, or other forms of rewards.
CONCLUSION AND SUGGESTIONS
Conclusion
Because the front desk department is considered the face of the hotel, its quality is always a top priority for the hotel industry, and it plays an essential role in hotel business management During my internship at Hoang Sa Hotel, I became more and more aware of the importance of the front desk and the front desk staff to the hotel Nowadays, people's travel needs are increasing, so in order to ensure that the hotel's business is stable compared to the competition of many other hotels, it is imperative to improve the ceremony department.
In order to get the positive reviews of many visitors, the front desk department of the Hoang Sa hotel is constantly improving to improve the quality of operations Each member of the reception department is constantly trying their best Through this research paper, I want to raise my point of view to contribute to improving the quality of the hotel by promoting the strengths and overcoming the weaknesses, thereby improving the service quality of the Hoang Sa hotel reception department.
Sincere thanks to Hoang Sa Hotel, Head of Department, Duy Tan practical experiences, gained a lot of experience, and learned a lot of knowledge I am truly grateful and will do my best to finish my graduation. Thank you for giving me the opportunity to interact and work at this place to improve my capacity.
Thanks to that, my graduation report was completed well and I offered some solutions for the hotel to improve the service quality of the Hoang SaHotel Reception Department Hopefully my solutions can partially solve the weaknesses that the front desk department encounters Perhaps there will be shortcomings in this graduation paper because of the limited internship time as well as experience and knowledge I look forward to receiving suggestions and guidance Finally, once again, I would like to express my deep gratitude to my instructor, Mrs Nguyen Thi Kim Man, for taking the time to support me wholeheartedly.
Suggestions
6.2.1 Suggestions for the Reception Department
Improve communication skills: Receptionists should have excellent communication skills to handle guest inquiries and complaints professionally. They should be trained to listen actively and respond effectively to guest requests and concerns.
Enhance the check-in and check-out processes: The check-in and check-out process is one of the most important functions of the reception department Receptionists should be trained to provide a seamless and hassle- free process for guests.
Personalize the guest experience: The reception department should aim to provide a personalized experience for each guest Receptionists should make an effort to remember guests’ names and preferences and make recommendations based on their needs and interests.
Be knowledgeable about the local area: Receptionists should be knowledgeable about the local area and be able to provide recommendations for nearby restaurants, attractions, and activities.
Utilize technology: The reception department can use technology to enhance the guest experience For example, they can use mobile check-in and check-out or provide in-room tablets with information about hotel amenities and local attractions.
Maintain a professional appearance: Receptionists should maintain a professional appearance and demeanor at all times They should be well- groomed and wear appropriate attire.
Provide excellent customer service: Ultimately, the reception department should prioritize providing excellent customer service to guests. Receptionists should go above and beyond to ensure that guests have a memorable and enjoyable stay at the hotel.
6.2.2 Suggestions for Faculty of EngLish and Duy Tan University
Following the conclusion of my internship, I have some suggestions for the Faculty of English that I think will help my department.
By combining interactive and collaborative activities that motivate students to actively participate in their own learning and make use of technology to improve the learning experience, the Faculty of English may put a priority on student-centered learning This can involve utilizing digital assets,offering online resources, and utilizing educational technology tools in the classroom to promote language immersion by giving students chances to put their language abilities to use in authentic contexts This can involve encouraging students to collaborate on group projects and activities through internships, study abroad opportunities, and language exchanges with native speakers Students can improve their cooperation and communication skills,which are crucial in many professional contexts, by doing this sstudents who require further assistance can receive it from the English faculty on an individual basis.
1 Chris Cooper and John Fletcher, David Gilbert and Stephan Wan hill, Tourism
3 John Leo, Cambridge University Press, “English for the Travel and Tourism Industry”
4 Report on business results of Hoang Sa Hotel in 2019-2023
https://khachsandanang.shop/vn/khach-san-hoang-sa.html
https://en.wikipedia.org/wiki/Receptionist
https://en.wikipedia.org/wiki/Front-office
https://www.careeerxplore.com?careers/receptionist/
https://htt.edu.vn/vai-tro-cua-bo-phan-le-tan-khach-san/
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Guest name: Room number: Hotel: Email: Tel:
1 How many times have you been in Da Nang city?
2 How many times have you stayed at Hoang Sa hotel?
3 You know Hoang Sa hotel thanks to: o Newspaper and magazine o Relatives, friends o Internet o Other
4 What was the purpose of your trip? o Convalescence o Travelling o To research, study o Other
5 Please tick in the box that you satisfied according to satisfaction level
6 Please tick in the box that you satisfied according to levels
7 During your stay at the hotel, what made you most satisfied?
8 Do you think you will return to Hoang Sa Hotel in the future?
9 What could we do better?
10 Was there any staff whose services exceeded your expectation? If yes, kindly provide his/ her name: