An investigation into the real situation and solutions for improving the service quality of the reception department at hoang sa hotel da nang

PHAM THI BANG KHUYEN – GRADUATION PAPER IN ENGLISH LINGUISTICS - 2023 DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION THESIS PHAM THI BANG KHUYEN AN INVESTIGATION INTO THE REAL SITUATION AND SOLUTIONS FOR IMPROVING THE SERVICE QUALITY OF THE RECEPTION DEPARTMENT AT HOANG SA HOTEL DA NANG GRADUATION THESIS IN ENGLISH LINGUISTICS STUDENT: PHAM THI BANG KHUYEN – 25208602142 CLASS: K25NAD9 DA NANG – May 2023 DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION PAPER AN INVESTIGATION INTO THE REAL SITUATION AND SOLUTIONS FOR IMPROVING THE SERVICE QUALITY OF THE RECEPTION DEPARTMENT AT HOANG SA HOTEL DA NANG Major: English for Tourism SUPERVISOR : NGUYEN THI KIM MAN M.A STUDENT : PHAM THI BANG KHUYEN CLASS : K25NAD9 STUDENT CODE: 25208602142 DA NANG – May 2023 CLASS: STUDENT: PHAM THI BANG KHUYEN – 25208602142 K25NAD9 ACKNOWLEDGEMENT During my years of university studies, this is a graduation project that I feel proud and honored to be involved in This graduation thesis could not have been completed without the invaluable help, guidance, and encouragement of the school's teachers and instructors, in addition to the encouragement of family and friends First of all, I would like to express my deepest and most sincere thanks to Duy Tan University and the English Department teachers who have always been enthusiastic about teaching, especially my supervisor, Mrs Nguyen Thi Kim Man, who has been very enthusiastic and helpful, and for the time she spent with me when I was stuck Secondly, I would like to express my special thanks to the manager, head of business department, and director of Hoang Sa Hotel Thank the business for allowing me to accompany them; it's an opportunity to participate and get a lot of experience from here Finally, I would like to take this opportunity to tell my parents and friends They have always stood by me, encouraged me, and helped me when I felt down, and they always put their trust in me Because of my limited time and internship experience, this graduation thesis may contain errors I'm hoping for advice and experiences from the teachers so that I can continue to grow and develop myself I am grateful to all of you We wish our customers good health and success! Regards, Pham Thi Bang Khuyen GRADUATION THESIS i SUPERVISOR:NGUYEN THI KIM MAN STATION OF AUTHORSHIP Except where reference is made in the text of the thesis, this thesis contains no material published elsewhere or extracted in the whole or in part from a thesis by which have qualified for or been awarded another degree or diploma No other person’s work has been used without due acknowledgement in the graduation paper This graduation paper has not been submitted for award of any degree or diploma in any other tertiary institution Da Nang, May 10th, 2023 Pham Thi Bang Khuyen STUDENT: PHAM THI BANG KHUYEN – 25208602142 CLASS: K25NAD9 GRADUATION THESIS ii SUPERVISOR:NGUYEN THI KIM MAN ABSTRACT This thesis focuses on assessing the current situation and providing solutions to improve the quality of the front desk department at Hoang Sa Da Nang Hotel In this analysis, I will first explain why I chose this particular topic Second, I will give some views on the front desk and service department Next is a description of the services at the Hoang Sa Hotel Analyze and evaluate the front desk department's service quality; the next step is to identify the difficulties and offer solutions to improve the front desk department's performance at Hoang Sa Hotel Finally, there is a summary of the thesis as well as comments from lecturers, students, and Duy Tan University With these findings, I hope that Hoang Sa Da Nang Hotel will continue to improve its front desk service, attracting more and more visitors STUDENT: PHAM THI BANG KHUYEN – 25208602142 CLASS: K25NAD9 GRADUATION THESIS iii SUPERVISOR:NGUYEN THI KIM MAN LIST OF TABLES, CHART, DIAGRAMS AND FIGURES LIST OF TABLES Table 1: The data table about labour force at Reception Department 25 Table 2:Facilities and Equipment of Front Office Area at Hoang Sa Hotel .27 Table 3:Business results of Hoang Sa Hotel from 2020-2022 31 Table 4:The number of guests at Hoang Sa Hotel 33 Table 5:Quality of Guests’ Booking Service 35 Table 6:Quality of Guest- Welcoming Service 37 Table 7:Evaluation to Check – in Process 38 Table 8:Evaluation to the service process during the guest's stay .39 Table 9:Evaluation to Check – out Process 40 Table 10:Guests' evaluation of the reception area .41 Table 11:Guests’ evaluation about the Reception Department Facilities 43 Table 12:Guests’ feedback on uniform of staff at Hoang Sa Hotel 45 Table 13:Guests’ Evaluation to Reception Attitude 46 Table 14:Guests’ feedback on the foreign language levels of staff at Hoang Sa Hotel 48 Table 15:Guests’ Evaluation to Problem-Solving Skills of Reception at Hoang Sa Hotel .50 LIST OF CHART Chart 1:Business results of Hoang Sa Hotel from 2020-2022 32 Chart 2:The number of guests at Hoang Sa Hotel 34 Chart 3:Quality of Guests’ Booking Service 37 Chart 4:Quality of Guest- Welcoming Service 38 Chart 5:Guests' evaluation of the reception area 42 Chart 6:Guests’ Evaluation of Reception Facilities .43 Chart 7:Guests’ feedback on the foreign language level of staff at Hoang Sa Hotel 48 STUDENT: PHAM THI BANG KHUYEN – 25208602142 CLASS: K25NAD9 GRADUATION THESIS iv SUPERVISOR:NGUYEN THI KIM MAN LIST OF DIAGRAMS AND FIGURES Diagram 1: The Organization Structure of the Reception at Hoang Sa Department 12 Diagram 2: The Organization diagram at Hoang Sa Hotel 18 Diagram 3: Organizational structure of the Reception Department 21 Figure 1: Evaluation to Check – in Process 39 Figure 2: Evaluation to Service Process .40 Figure 3: Evaluation to Check – out Process .41 Figure 4: Guests’ feedback on uniform of staff at Hoang Sa Hotel 45 Figure 5: Guests’ evaluation to reception attitude .47 Figure 6: Guests’ Evaluation to Problem-Solving Skills of Reception at Hoang Sa Hotel .50 STUDENT: PHAM THI BANG KHUYEN – 25208602142 CLASS: K25NAD9 GRADUATION THESIS v SUPERVISOR:NGUYEN THI KIM MAN LIST OF ABBERVIRATION DTU: Duy Tan University F&B: Food and Beverage HK: Housekeeping FO: Front Office : The difference in the number of visitors over the past two years STUDENT: PHAM THI BANG KHUYEN – 25208602142 CLASS: K25NAD9