Trang 1 DUY TAN UNIVERSITYFACULTY OF ENGLISHNGUYEN THI NGOC HUYENAN INVESTIGATION INTO THE REAL SITUATIONAND SOME SOLUTIONS FOR IMPROVING ENGLISHSKILLS OF THE HOUSEKEEPING DEPARTMENT
INTRODUCTION
Aims and Objectives
My job is to understand the functions, duties and importance of the housekeeping department at Wyndham Danang Golden Bay, thus to understand some solutions to improve the English level of the housekeeping department.
This study is intended to:
Provide information about activities of the Housekeeping Department during the time working at Wyndham Danang Golden Bay.
Find out some strengths, weaknesses, and threats to the development of the Housekeeping Department at Wyndham Danang Golden Bay.
Suggest some solutions to overcoming those problems.
Scope of the Study
This study focuses on the real situation of Wyndham Danang Golden Bay.
This study uses the data and information from 2021-2022.
This study makes an analysis and evaluation of the Housekeeping Department to offer some solutions to attract guests coming to the hotel.
Methods of the Study
I am using a variety of methods to complete this graduate paper:
Firstly, I collect information from the internet, fanpage, website, documents of the hotel.
Second, I conducted a survey based on the data of 70 guests through a questionnaire that I sent directly at the hotel.
Finally, I give a rating based on a customer survey to get information about the guest experience at the hotel From there,find out the weaknesses and strengths of the room department to come up with solutions to overcome effectively.
Organization of the Study
My thesis is divided into 6 chapters
Chapter 1: The introduction includes the theoretical basis, objectives, objects, scope, methods and research organization.
Chapter 2: This chapter includes the content of presenting the theoretical basis of the hotel business, the concept of the hotel business, the room department in the hotel business.
Chapter 3: Description of the current situation, including an overview of Wyndham Danang Golden Bay, housekeeping department at the hotel, responsibilities, requirements and criteria for recruiting housekeeping staff at the hotel.
Chapter 4: The content of this chapter is to analyze and evaluate the current situation of hotel guests by year, and to analyze the quality of English communication skills through customer reviews at Wyndham Danang Golden Bay hotel.
Chapter 5: This chapter shows the existing difficulties of the hotel and some solutions to overcome.
Chapter 6: The last chapter concludes the whole paper and gives some suggestions to improve all the weak points.
CHAPTER 3 THEORETICAL BACKGROUND 3.1 Overview about the hotel
The word "hotel" can be understood in many different ways:
A hotel is a kind of business, having legal business registration for making a profit.
A building where you pay to have a room to sleep in, and where you can sometimes eat meals.
The hotel is an independently built architectural work, with a size of 10 bedrooms or more, ensuring the quality of facilities, equipment, and necessary services to serve tourists wishing to stay rest and eat.
A hotel is an accommodation business, equipped with fully convenient facilities, reach the requirements of working, eating and many other services during
In summary, the hotel can be understood clearly with meaning: “A hotel is a place that trades in residence and other services The hotel’s purpose is to meet the requirement of clients who want to stay overnight or take a vacation (it can last for a short time or a long time depending on the guest’s needs) This place can provide catering services, entertainment, recreation, or other necessary services.
Hotel business is a business activity on the basis of providing accommodation, dining and additional services to guests to meet their dining, resting and entertainment needs at tourist destinations for profit purposes.
Hotel business includes: accommodation business and catering business.
Accommodation business is a business activity outside the field of physical production, providing bedroom rental services and other additional services for guests during their temporary stay at tourist destinations for the purpose of profitable.
Hotel housekeeping departments can be considered hotel ambassadors because of their dedication and responsibility in maintaining the hotel's image.
Housekeeping performs detailed work in guest rooms and hotel areas to provide a clean, comfortable environment for hotel guests to enjoy Through cleaning and organizing public spaces, housekeeping departments ensure that what the guests see and experience result in a positive impression of the property.
2.2.2 Roles of Housekeeping in hotel
One of the most significant duties of housekeeping is to clean or refresh guest rooms while visitors are away or when a room is between occupants Each morning, the housekeeping service replenishes hospitality carts with towels, new linens, cleaning materials, and amenities, and housekeepers head to their designated floors. Housekeepers knock on each occupied guest room door and enter only when the visitors have left Once inside, they make beds and provide new towels. Housekeepers also replace any used toiletries, clean surfaces, and vacuum or mop floors to ensure that visitors return to a clean room The cleaning team emptys garbage cans and removes any trash from the room.
When hotel visitors check out and will not be returning to the room, the housekeeping service thoroughly cleans the room and replaces all towels and linens, ensuring that each new guest arrives to a spotless guest room or suite.
The job of the housekeeping department is to directly bring efficiency and customer satisfaction to very good In fact, the housekeeping department accounts for 60% of the hotel's revenue So, this is enough to show us that the position and function of the room department is very important.
Necessary requirements for housekeeping staff:
Understand basic knowledge: Every employee working in each position of the hotel room department must master professional knowledge Understand each working process, the principles to pay attention to All operations when working must show professionalism, in accordance with the standards of the hotel.
Have a sense of hygiene, be careful: During the cleaning process, make sure everything is neat and clean Always be careful, meticulous, pay attention to the items and equipment in the room, avoiding damage, affecting the customer's experience.
Have an open and enthusiastic attitude: When interacting with customers, you should make an impression, show an open and enthusiastic attitude to create sympathy When customers have questions, please answer them thoroughly, ensuring customers have the most comfortable psychology.
2.3.1 The skills of the staff in Housekeeping
Housekeeping skills are necessary for a housekeeper to be effective in their profession These abilities can range from customer service to being detail oriented, and they may differ according on the exact tasks and location of work of a housekeeper A housekeeper at a hospital, for example, may be required to follow rigorous cleaning rules to ensure patients are in a clean and healthy environment.
A personal housekeeper, on the other hand, may instead undertake minor cleaningactivities such as dusting and vacuuming To be effective in their profession, a housekeeper needs have a variety of housekeeping skills, regardless of their tasks or location of employment.
THEORETICAL BACKGROUND
Housekeeping Department
Hotel housekeeping departments can be considered hotel ambassadors because of their dedication and responsibility in maintaining the hotel's image.
Housekeeping performs detailed work in guest rooms and hotel areas to provide a clean, comfortable environment for hotel guests to enjoy Through cleaning and organizing public spaces, housekeeping departments ensure that what the guests see and experience result in a positive impression of the property.
2.2.2 Roles of Housekeeping in hotel
One of the most significant duties of housekeeping is to clean or refresh guest rooms while visitors are away or when a room is between occupants Each morning, the housekeeping service replenishes hospitality carts with towels, new linens, cleaning materials, and amenities, and housekeepers head to their designated floors. Housekeepers knock on each occupied guest room door and enter only when the visitors have left Once inside, they make beds and provide new towels. Housekeepers also replace any used toiletries, clean surfaces, and vacuum or mop floors to ensure that visitors return to a clean room The cleaning team emptys garbage cans and removes any trash from the room.
When hotel visitors check out and will not be returning to the room, the housekeeping service thoroughly cleans the room and replaces all towels and linens, ensuring that each new guest arrives to a spotless guest room or suite.
The job of the housekeeping department is to directly bring efficiency and customer satisfaction to very good In fact, the housekeeping department accounts for 60% of the hotel's revenue So, this is enough to show us that the position and function of the room department is very important.
Necessary requirements for housekeeping staff:
Understand basic knowledge: Every employee working in each position of the hotel room department must master professional knowledge Understand each working process, the principles to pay attention to All operations when working must show professionalism, in accordance with the standards of the hotel.
Have a sense of hygiene, be careful: During the cleaning process, make sure everything is neat and clean Always be careful, meticulous, pay attention to the items and equipment in the room, avoiding damage, affecting the customer's experience.
Have an open and enthusiastic attitude: When interacting with customers,you should make an impression, show an open and enthusiastic attitude to create sympathy When customers have questions, please answer them thoroughly,ensuring customers have the most comfortable psychology.
Recruitment for Housekeeping staff
2.3.1 The skills of the staff in Housekeeping
Housekeeping skills are necessary for a housekeeper to be effective in their profession These abilities can range from customer service to being detail oriented, and they may differ according on the exact tasks and location of work of a housekeeper A housekeeper at a hospital, for example, may be required to follow rigorous cleaning rules to ensure patients are in a clean and healthy environment.
A personal housekeeper, on the other hand, may instead undertake minor cleaningactivities such as dusting and vacuuming To be effective in their profession, a housekeeper needs have a variety of housekeeping skills, regardless of their tasks or location of employment.
Housekeepers often interact with clients and must be able to collaborate well with others in order to be successful in their careers Housekeepers commonly require reliability, collaboration, and responsibility in order to accomplish their tasks properly The ability to utilize the common language, English, is very vital and necessary at hotels where the bulk of customers are foreigners.
Housekeepers frequently work alone or in small groups of other housekeepers and must perform a certain number of cleanings each day Housekeepers must be able to correctly manage time and a predetermined plan in order to accomplish all cleanings on time They must also arrive on time for cleaning appointments and complete cleaning within the time range specified by the client.
To be efficient in housework, a housekeeper must be highly detail-oriented.
Cleaning specialists require a good eye for detail to complete their jobs, which range from arranging various home objects to ensuring that floors and windows are clean and streak-free The more thorough a cleaner is in accomplishing their chores, the better at their work they will be.
Housekeepers must communicate with clients, coworkers, and supervisors on a frequent basis to ensure that the expectations for each cleaning are well known A housekeeper who lacks communication skills may fail to satisfy the expectations of the customer or ignore critical components necessary to finish a certain job Adaptability
Many housekeepers are required to work different hours each day depending on the needs of their clients For example, if a cleaner is entrusted with cleaning an office building, they may have to wait until all employees have departed for the evening before beginning work Some housekeepers labor late into the night or early in the morning Being adaptable allows a housekeeper to take on more duties and perhaps earn more money.
To be effective, housekeepers must have excellent customer service abilities. This is because their job is dependent on customer approval, thus ensuring clients are happy with a housekeeper's performance is critical to success in this field.
To be successful in their employment, housekeepers must master a number of hard skills Hard talents are specialized abilities necessary to do a task Carpet cleaning, sweeping, deep cleaning, mopping, window treatment cleaning, vacuuming, dusting, bathroom and bedroom cleaning, infection control, and polishing are all common hard skills required for a skilled housekeeper.
2.3.2 Requirements for Housekeeping Department staff
Working as a room attendant is an interesting job for many people because of the dynamic environment, enthusiastic colleagues and the opportunity to communicate with many people from many different places However, in order to be able to remain in this position, the following requirements must be met:
Housekeeping staff must have a healthy appearance, historical clothing but comfortable, agile
Requirements for qualifications and knowledge:
A room attendant must have at least 3 months of experience.
Experience in housekeeping or related field.
Housekeeping staff are required to use basic English and know how to use the telephone system.
Receptionist must be honest and hardworking This is the most important trait for a room attendant.
Confident and flexible in handling situations.
Attentive, friendly, always smiling with customers.
2.3.3 The importance of English in Housekeeping
A room attendant that is fluent in English will be able to effectively converse with visitors, completely grasp their wants, and then provide them with the greatest pleasure And vice versa, if a room attendant is not proficient in English, answers guests' queries hesitantly, and wrongly catches client requirements, the repercussions are not just the employee's uneasiness, but also the hotel's image and service quality With a rise in international guests and a thriving hotel business,hotels are increasingly requiring stricter foreign language abilities for hotel workers.
Conditions for communication in English
Listening to English well is a fundamental and necessary requirement for effective communication If you can hear, you have 70% of the capacity to communicate; the remaining 30% is in your ability to talk Furthermore, it is necessary to expand your vocabulary It is typical to study English for a long period but still be unable to communicate The surprise cause, though, is that the vocabulary is too narrow As a result, from now on, the emphasis should be on increasing vocabulary and practicing listening This will help you grasp what communicating in English entails and thus effectively improve it The next step is to learn language for the correct purpose and context Because the context is different, not using a notepad will limit your communication problems Finally,there must be a foreign atmosphere in which we can interact and talk with them directly; this will enable us converse in English better and more confidently.
CASE DESCRIPTION
An Overview of Wyndham Danang Golden Bay
3.1.1 General information Wyndham Danang Golden Bay
Picture 1 1 Wyndham Danang Golden Bay Front View
Address : 01 Le Van Duyet Street, Nai Hien Dong Ward, Son Tra District, Danang City.
Website : http://www.dananggoldenbay.com
3.1.2 History of Wyndham Danang Golden Bay
The hotel was started on June 1, 2016 and inaugurated on October 1, 2017 With the consent of the city of Da Nang, allowing both design and construction to bring the Wyndham Danang Golden Bay hotel into service for the Apec Summit taking place in Da Nang Situated right at the junction where the Earth, the Sky and theOcean blend, combining the philosophy of feng shui, the idea of gold and the aim of bringing the real hospitality, Wyndham Danang Golden Bay is a fulfillment of HoaBinh Green Corporation, the top 5 Group in Vietnam Wallowing into the imposing nature, Wyndham Danang Golden Bay Hotel is proud to be the first hotel in the coastal city owning 949 fully-equipped rooms with the feature of gold and 07 restaurants and bars with amazing views of Da Nang city Following the luxurious and high-end quality of services, Wyndham Danang Golden Bay care about the details of architectures and interior to prove our high standard Our staff is professional and friendly, always willing to support, and promise to provide the highest quality services while taking the sustainable development and environmental protection as the core value.
3.1.3 The organizational structure of Wyndham Danang Golden Bay
Figure 3 1 Organization Diagram at Wyndham Danang
General Manager, who has the highest responsibility in running the hotel, ensuring the best service delivery, efficient operation of department staff, cost optimization, and revenue maximization and the profit Accomplish goals committed to the group's management and investors.
Deputy General Manager , who directly supports the General Director in managing and operating all activities of the hotel, works directly with department heads to optimize labor productivity and improve quality service quality, implementation of short and medium term plans.
Receive official documents, records and documents from rooms and departments in the hotel and submit them to the General Manager for approval.
Communicate information of General Director to relevant departments and receive feedback from departments.
Schedule, arrange and register the General Director's working schedule.
Record and arrange the meeting agenda and time of the General Director with partners.
Organize and attend meetings and conferences chaired by the General Director.
Record working and meeting minutes.
Prepare documents, distribute documents to members of the General Director's meeting.
Make a list of attendees, guests and announce the content and location.
Support, arrange and manage the working schedule, work schedule of the General Director with partners as well as within the hotel.
Managing and storing documents of the General Director.
Translate and type documents in English and Vietnamese as required.
Participate in performing other tasks as requested by the General Director.
The director of human resources or the head of the human resources department is the person who directly advises and advises the Board of Directors on policies and human resources to ensure the hotel's human resource development strategy.
Implement personnel policies and regimes, deal with work related to relations, discipline labor, emulation and reward.
Receive and handle administrative and legal work related to internal hotel and external mass organizations Develop training programs, manage, test and improve service quality In addition, the Human Resources Director is also responsible for managing and coordinating the work of the HR secretary, payroll, insurance, legal staff, etc.
The Director of Sales and Marketing Department is responsible for managing and supervising the work of:
Customer service representative of a travel agency (Sales TA)
Employee in charge of corporate customers (Sales Corp)
Online Customer Service Officer (Sales Online)
Staff in charge of restaurants, events, parties (Sales F&B, Event, Banquet)
Guest Relations Officer (PR, Guest Relation)
Planning and implementing business plans Market research, customer trends, tourism consumption trends from which to build appropriate business strategies for each period, each period. Planning management, brand promotion, image promotion Sales management, sales promotion Periodically report to the General Director.
Room Service Manager (Rooms Division Manager)
This position in some hotels will be responsible for managing the front desk and housekeeping department At some hotels, this position is equated with the Front Desk Manager and RoomManager, holding a controlling role rather than direct executive.
Responsible for overseeing and directing all accounting and financial matters Consulting on financial and accounting policies for the General Director, investors Responsible for assigning tasks, managing and evaluating the working ability of accounting positions in the department.
Control and sign all economic contracts, insurance contracts, goods supply contracts, room and service sales contracts before transferring to the General Director for signing Ensure that all tax issues are being controlled & handled in a reasonable manner and in accordance with the company and the law Periodically reporting to the General Director, the investor The finance and accounting department usually has the following staff positions:
The director of the technical and maintenance department is responsible for ensuring that systems and equipment operate in good condition, without interruption Plan and perform routine and preventive maintenance for engineering systems Identify and warn the unit's risks during operation, propose and implement measures to prevent incidents and reduce risks.
Organize, manage and run all activities of the Engineering Department Assign, assign, mobilize, guide and support subordinates to perform the general duties of the Technical Department Technical staff includes:
The Food and Beverage Manager is responsible for the management and supervision of the restaurant department and the kitchen department In fact, at many 5-star hotels, the F&B Director is in charge of food service at the restaurants, while the kitchen department is almost independent, under the direct control of the Director/Deputy CEO .
The Director of Security will be responsible for operating operations at the department to ensure the safety of people and property of the hotel, customers and employees Representing the Hotel to work with the authorities in accordance with the powers and functions of the Security and Safety Department such as: Regional Police, Fire Prevention and Fighting Police Positions in the security department:
Responsible for managing and operating the entertainment department Plan and organize the execution of departmental tasks Promote and supervise staff of departments to ensure hotel procedures and standards Urging, inspecting, monitoring and evaluating the performance results of the employees in the department.
Training and fostering professional enhancement for employees Control the use of hotel equipment and infrastructure in accordance with the process Manage departmental expenses. Ensure the safety of visitors when using the service Attend briefings and report the department's daily work results to the CEO Positions in the entertainment department:
Responsible for managing all activities related to information technology of guests Under the IT director, there are more positions such as: Assistant, IT staff, design staff, web administrator
Revenue of Wyndham Danang Golden Bay Hotel from 2021-2022
Table 3 2 Wyndham Danang Golden Bay Hotel Revenue
Based on the data in Table 3.1 collected from the Finance and Accounting
Department of Wyndham Danang Golden Bay Hotel, we can see that the business profit at Wyndham Danang Golden Bay Hotel over the past 2 years from 2020 to 2021 has changed in the direction of: go up.
About Accommodation service: Revenue increased significantly from 25.54 billion to 27.56 billion, up 2.02 billion Regarding Catering service, there is a slight increase of 19.10 billion to 20.89 billion, up 1.79 billion About
Additional Services increased from 470 million to 632 million.
The good news is that our country in general and hotels in particular have prevented the epidemic, so the revenue of hotels, especially Wyndham Danang
Golden Bay Hotel, has increased rapidly That is good news for the tourism industry across the country.
Description of English proficiency of housekeeping staff at Wyndham
Cleaning work requires factors such as agility, cleanliness, thoroughness, hard work However, nowadays foreign tourists often choose Vietnam as a tourist and resort destination for them For this, they need to choose a place to stay for many days At that time, language disagreement was inevitable Instead, the use of language to meet the needs of guests is really important and it affects the quality of guest reviews It is worth mentioning that the Wyndham Danang Golden Bay hotel does not pay attention to the fact that the housekeeping staff can use basic English. When I was a seasonal employee through 5 recruitment seasons, I was shared by the brothers and sisters Most of the staff here are married and are between the ages of
27 and 35, so language acquisition is very difficult Moreover, this job is very hard, so people who can speak English do not choose this job Therefore, the percentage of staff in this department who communicate in English with customers is only about 4% A very small number.
Housekeeping Department at Wyndham Danang Golden Bay
3.4.1 Introduction of Housekeeping Department at
Wyndham Danang Golden Bay's housekeeping staff are all trained in professional service and behavior skills Realizing the importance of room service, the housekeeping department of Wyndham Danang Golden Bay always tries its best to provide excellent service to customers along with building trust for guests to return.
3.4.2 Responsibilities of Housekeeping Department at
The main responsibilities of the housekeeping department are:
Directing activities and coordinating the following tasks:
Clean rooms and maintain cleanliness and order in all hotel rooms
Store utensils, tools, uniforms, and manage the allocation of supplies reasonably and seriously.
Ensure cleanliness and orderliness in all guest rooms, as well as banquet halls, public areas, or staff offices and indispensable locations around the hotel that are always open clean, cool and fragrant.
Regularly inspect the living room areas as well as the building to check and always keep all furniture, as well as other equipment always clean, or be repaired and maintained in time when there are signs failure.
Combined with the reception department and maintenance department and have a plan for general cleaning, maintenance, and repair logic and science.
Train the staff in the housekeeping department in accordance with working procedures, and conduct training sessions and meetings to discuss the necessary upcoming plans, thereby, publicizing and assigning labor, science.Meeting with supervisors every time there is a party or important guests to the hotel, or big events, if additional support of the department or special preparation of all staff is required.
Develop goals associated with the annual budget; at the same time develop plans in all aspects to achieve the objectives accordingly; compare and contrast the actual goals outlined with the targets to make adjustments if necessary.
Control and statistics, make a list of necessary equipment of the broken room part.
Make a complete report for statistics of fabrics, as well as uniforms and submit to superiors.
Coordinate with the front desk department in transferring rooms for guests, or calculating guest's expenses and all requirements related to the customer's stay and payment.
Ensure adequate linen and uniforms are available upon request.
Ensure the arrangement of human resources necessary to meet the requirements of daily cleaning and service work effectively.
Prepare and approve maintenance and delivery requests, as well as customer complaint reports, or other internal communications.
English communication skills of HK Department staff
3.5.1 Requirements for HK Staff at the Wyndham Danang Golden Bay
Despite being a 5-star hotel, the issue of English communication among room employees is not prioritized Employees in the Housekeeping section must only be healthy, industrious, honest, and fulfill all given tasks After learning about a department's shortcoming, the hotel always seeks a solution and offers chances for workers who want to enhance their English communication abilities Employees who can enhance and apply their English contribute to earning the most objective client feedback.
3.5.2 Wyndham Danang Golden Bay criteria for hiring HK staff
Each department has its own set of criteria for selecting the best people Always provide opportunities for candidates to work at Wyndham Danang Golden BayHotel However, if you want to accompany the position of room attendant, the hotel has established criteria to ensure that the hotel's work and operations run smoothly.Criteria such as excellent health are required Clean, careful, and meticulous Have a strong interest in the job and a strong interest in the work Especially when it comes to honesty.
ANALYSIS AND EVALUATION
The number of visitors at Wyndham Danang Golden Bay
4.1.1 Number of visitors to Wyndham Danang Golden Bay in the period 2021-2022
Table 4 1 Number of Tourists at Wyndham Danang Golden Bay (2021-2022)
Based on the data in Table 4 above, we see that the main source of the hotel's revenue comes from foreign customers, 60 to nearly 70% of the guests staying at the hotel are foreign guests The number of local visitors usually accounts for about
5 to 6 percent Business visitors behind foreign guests account for 21 to 31%, Da Nang city has a lot of foreign tourists and is dubbed "The city worth living, the city of bridges" so it is very attractive to foreigners Other guests such as tourists often do not choose Wyndham Danang Golden Bay Hotel because the hotel industry is not suitable for them.
4.1.2 Number of international visitors from each country staying at Wyndham Danang Golden Bay
Table 4 2 Tourist Structure at Wyndham Danang Golden Bay in 2021 and 2022 (Source: Accounting Department of Wyndham Danang Golden Bay Hotel)
According to Table 4.2, the number of visitors visiting the hotel in 2021 and
2022 will be relatively significant There are 52447 persons with a total stay of
103973 days, with Korean guests accounting for the majority, 27138 people, accounting for 51.74%, and the remainder accounting for 48.26%.
The major reason for the increased number of hotel visitors is to prevent the onset of the Covid-19 epidemic in 2021 Due to the Covid 19 pandemic, there were only 24,521 foreign guests in 2022 In 2022, the number of visitors climbed significantly, which is excellent news for the hotel business in general and the Wyndham Danang Golden Bay hotel in particular.
The amount of guests is a critical aspect in each employee's economics As a result, in addition to the impact of the epidemic, the hotel should improve other elements in order to please guests, improve the quality of staff life, and strengthen the hotel's position.
In operation since the beginning of July 2016, Wyndham Danang Golden Bay has always been chosen by tourists as a stopover in their travel, reflected in the total number of visitors from the beginning of April until now.
In addition to being mainly foreign tourists, Wyndham Danang Golden Bay is also the choice of many domestic tourists The hotel attracts tourists with many different purposes such as tourism, business, other purposes.
Since the Covid-19 epidemic was prevented, many foreign flights have been opened, Vietnam's tourism and hotel industry is gradually recovering This helps the hotel to restore its own position in the hotel world.
4.1.3 Room attendant at Wyndham Danang Golden Bay Hotel
Table 4 3 Room Attendant at Wyndham Danang Golden Bay Hotel
2 Le Thi Ngoc Nu 29 Staff Secondary Normal
4 Nguyen Thi Oanh 29 Staff Secondary Less
5 Le Thi Cam Tien 28 Staff Secondary Normal
6 Nguyen Ngoc Huy 25 Staff University Less
7 Le Mai Tuyet 27 Staff Secondary Less
8 Dong Thi Tien 32 Staff Secondary Less
9 Nguyen Viet Tai 29 Staff High shool Normal
10 Vo Manh Linh 28 Staff High shool Less
11 Cao Thi Ha Linh 34 Staff Secondary Less
12 Pham Van Bao 30 Staff Secondary Normal
13 Tran Van Danh 26 Staff High shool Less
14 Nguyen Van Vu 25 Staff Secondary Less
15 Tran Xuan Truong 28 Staff High shool Normal
The number of housekeeping staff at the hotel is quite good, as shown in Table4.3 However, the age of the staff is quite high from 25 to 35 years old This age also more or less affects the work Staff qualifications are not high Specifically,there are 9 employees graduating from secondary school There are 4 employees graduating from high school and 2 employees graduating from University includingDepartment Manager The foreign language proficiency of the staff is at normal level or no foreign language
The quality of English communication skills of Housekeeping at
To assess the ability to communicate and use English of housekeeping staff at Wyndham Danang Golden Bay Hotel, I used a questionnaire survey method with a total of 70 customers using the service at the hotel I surveyed them on paper The investigation period is April 2023 The investigation is shown as follows:
Table 4 4 Guests information at Wyndham Danang Golden Bay Hotel
MALE FEMALE LOCAL GUESTS FORIEGNERS BUSINESS TRAVELING 0
Figure 3 2 Guests information at Wyndham Danang Golden
Figure 3 3 Guests information about the age at
Following the data in tables 4.3 and 4.4, we see that Wyndham Danang Golden Bay hotel guests are mainly foreigners, aged 18 to 30 and mainly come for tourism purposes.
4.2.1 English communication skills of Housekeeping staff at Wyndham Danang Golden Bay
262Table 4 4 Customer's assessment of English communication skills of housekeeping department at Wyndham Danang Golden Bay Hotel
The hotel monitors and improves the situation as well as its departments' English communication capacity, including the room department, on a regular basis. According to the figures in Table 4.5, 75.71% of customers are happy with the room staff's ability to communicate in English However, there are certain issues of the hotel that make customers unhappy with the English communication of the room service employees, and the number of 24.29% will damage the hotel's quality in some way
The hotel's recruiting standards for room personnel have received little attention, resulting in negative ratings As a result, the hotel is really appreciative to guests who have provided genuine feedback; the hotel will use the survey results to adapt and enhance the English abilities of the room personnel If this problem is corrected, the hotel's rating will improve.
4.2.2 Guests’ Evaluation of Housekeeping's Staff Foreign Language Communication Skill
Table 4 5 Guests’ Evaluation of Housekeeping’s
According to the statistics in Table 4.6, visitors are pleased with the communication abilities of the housekeeping staff at the Wyndham Danang GoldenBay hotel More than 70% of polled guests are happy with the foreign language ability of the room staff, which is an amazing percentage, while 30% are dissatisfied, indicating that the room staff's foreign language proficiency has to be improved improve.
Understanding visitors' demands is critical to the hotel's success; 82.86% of the
70 guests are happy with this 17.14% are still not comfortable, which is a minor amount, but when compared to a 5-star hotel, many customers have a negative experience throughout their stay.
When visitors arrive at the hotel, they expect rapid attention and assistance As a result, room staff must comprehend and communicate well with guests According to the data in table 4.6 above, 82.85% of guests are served promptly upon arrival at the hotel This is a very low figure for a 5-star hotel Furthermore, 17.14% of consumers are dissatisfied with this Reviews like the one above from hotel guests help us understand and improve so that visitors have a better experience.
When receiving the evaluation form, the unsatisfactory evaluation data greatly affects the service quality of the hotel The difficulty here is that the basic salary is not high, so when recruiting employees do not require degrees and certificates. Moreover, employees at a difficult age to acquire a new language.
4.2.3 International guests’ evaluation of the English communication skills of
Having worked as a room attendant at the Wyndham Danang Golden Bay Hotel,
I am able to analyze the English language competence of this department and identify its strengths and flaws.
In general, the cleaning crew, in addition to the front desk employees, play an essential part in the hotel's business operations As a vital aspect of the hotel, the personnel here has been thoroughly trained in how to serve and guarantee that visitors who visit feel more at ease However, faults in English skills persist. Furthermore, because the hotel did not address the English difficulty in the room department, there have been negative comments regarding this area.
Wyndham Danang Golden Bay Hotel has been operating in the hotel business for
6 years in Da Nang city, the hotel room division has the following strengths:
Professional working skillsProfessional working skills
Staff attitude is good and highly appreciated by guestsProfessional working skills
Eye-catching uniforms, suitable for workProfessional working skills
The customer service process here is quite quick and specific, minimizingProfessional working skills unnecessary steps but still ensuring full information for customers.
The hotel has a young staff, so it is dynamic and flexibleProfessional working skills
The hotel is equipped with useful equipment for room staff to serveProfessional working skills customers.
The staff's foreign language skills are not good, so they are not confident to communicate with foreign guests.
Most of the room staff are at an age with limited language acquisition, so they have not been able to develop clear English communication skills That's why sometimes guest requests are not handled in the best way.
Difficulties
WDGB Hotel has been in the hotel business for 6 years, but the English ability of the HK department is still weak due to the following difficulties:
Professional working skills The staff is about 27-35 years old, so it is very difficult to acquire or learn more languages
Many employees can't even apply English in practice.Professional working skills
Professional working skills Most of the employees go to work because they pay for their family expenses, so they have no motivation nor need to learn more English.
Expenses for staff to improve English skills are limited.
Solutions
5.2.1 Solutions to improve the English ability of the Housekeeping Department.
Recruit more staff with basic English communication skills.
Training room staff in foreign language skills.
Encourage and support study expenses for staff taking courses to improve English skills.
Raise wages and rewards to keep employees motivated.
Reduce workload so employees have time to attend the course and not be under pressure.
The room manager should follow these steps:
Determine the targets that the housekeeping department needs to achieve during the time of serving guests The criteria are built on the basis of studying the needs and desires of customers and are suitable to the actual situation of the hotel.
There are specific duties for the room staff
Monitor and motivate employees to ensure they do their job properly.
Compare the customer's English communication rating by month or quarter.
There is a policy of reward, salary increase for room staff and discipline policy
CONCLUSION AND SUGGESTIONS
Conclusions
Wyndham Danang Golden Bay Hotel has 6 years of operation in the hotel industry in Da Nang City The room rate at the hotel is cheap, suitable for everyone, the quality of service as well as the service is extremely classy and useful when coming to Da Nang City.
With the development of Vietnam's tourism industry, Wyndham Danang Golden Bay hotel always tries its best to create a friendly working environment, convenient services for visitors The hotel continues to maintain and improve, improve the quality of staff as well as the ability to use English to compete with other hotels in the area.
Finally, I'd want to express my heartfelt appreciation to my supervisor, Ms DoThi Kim Cuc, who directed and assisted me in completing my graduation report I would also want to express my gratitude to the lecturers at the Faculty of EnglishLanguage for setting the ideal circumstances for me to accomplish this assignment flawlessly I'd want to express my heartfelt gratitude to the room manager and coworkers who are always willing to help me achieve my responsibilities while my time here.
Suggestions
6.2.1 Suggestions for the Faculty of English Language of Duy Tan University
Duy Tan University provides the greatest facilities and lecture assistance for students to study and practice, but it still has several flaws that need to be addressed:
The University should upgrade the website with more data and regularly update the website alerts so that students can easily locate it and receive the information on time.
The University must provide all relevant information in its social media posts It is extremely difficult for students to contact the relevant department because the institution does not include a phone number or email address in the post.
More tourism subjects should be added to the learning program for the Tourism English major at Duy Tan University.
The school as well as the English Department should add more than 3 subjects on practicing English communication in hotels and other fields.
Duy Tan University's colleges require additional travel programs so that they may practice in a real-world setting
The university could contact more resorts, homestays, or hotels to assist colleges working on internships.
6.2.2 Suggestions for HK Department atWyndham Danang Golden Bay:
The main guests of WDGB hotel are foreigners, so the hotel pays great attention to foreign language skills, but not for the housekeeping department However, in the future when the city develops tourism, hotels and resorts develop, hotels will face many difficulties to compete with other hotels The hotel should:
Recruiting staff who can use basic English.Professional working skills
Professional working skills Register for foreign language classes for employees and have a policy of free tuition for employees with good results
Make the best time for employees to attend classes.
Have contact with other hotels to trade the staffProfessional working skills
Open foreign language training classes for employeesProfessional working skills
Professional working skills Reward and salary increase policy for employees to motivate employees to try to improve their foreign language skills.
When housekeeping staff can communicate fluently and avoid making mistakes, service quality and guest satisfaction will be enhanced.
6.2.2.2 Improve Staff Mental and Physical Life
The Housekeeping Department is the one to serve and satisfy customers during their stay They are inherently an important part of the customer's evaluation, so room staff often feel pressured Hotels need to care about their material and spiritual life:
The hotel should have specific policies in increasing salaries and bonuses for employees.
Assign the right workload to reduce pressure on employees
Regulation of eating time scientifically
On holidays, employees often have to work overtime, the hotel should have a policy for employees to take days off and reward employees Especially for employees who are far away, the hotel should let them have a longer holiday.
The hotel should pay more attention to the spiritual life of employees such as visiting family, giving gifts on holidays, sickness, etc.
The hotel needs to pay attention to and meet the promotion needs of employees Create a fair and friendly working environment.
The hotel should listen and properly handle the wishes of the employees.
1 Nguyễn Văn Mạnh và Hoàng Thị Lan Hương (2008) Giáo trình Quản trị kinh doanh khách sạn, NXB Đại học Kinh tế quốc dân.
2 Jordan Hollander (2023) Hotel Housekeeping Duties: A Day in the Life, Los Angeles, California, United States.
3 History of Wyndham Danang Golden Bay Retrieved from: https://dananggoldenbay.com/
4 Hotel Industry: Everything You Need to Know About Hotels! (n.d) Retrieved from: https://www.revfine.com/hotel-industry/
5 Responsibilities of Housekeeping Department at Wyndham Danang Golden Bay from: https://setupmyhotel.com/train-my-hotel-staff/hk/789-housekeeping.html
I wish you all the best experiences during your stay in Wyndham Danang Golden Bay We should be deeply grateful when you answer the questions on this page. Your comments will help us have useful information to research and come up with some measures to improve English skills and help you have a better hotel experience.
Thank you very much for your help!
1 How many times have you used the hotel services at Wyndham Danang
1 time 2 times 3 times More than 3 time…………
2 Do you often communicate with housekeeping staff? Yes No
3 Please tick in the box that you satisfied according to satisfaction level
1= Very satisfied; 2 = Satisfied; 3= Normal; 4 = Unsatisfied; 5 = Very unsatisfied.
How are the English communication skills of the staff at the hotel?
How are the staff's foreign language skills?
How well do employees understand customers?
Does the staff respond quickly after the request?
Please give me your individual information: