INTRODUCTION
Rationale
Tourism business brings a lot of profit, so more and more hotels and restaurants are built to meet the rapidly increasing tourism needs of domestic and foreign tourists Therefore, to attract guests, hotels must constantly improve the quality of services as well as facilities to meet the needs of guests.
Through the actual investigation at the Front Office Department of the Risemount Premier Resort Danang, I found that: in recent years: the quality of the hotel's facilities in general and the Front Office in particular still face many limitations and inadequacies due to both objective and subjective factors.
Therefore, Risemount Premier Resort Danang needs to quickly come up with solutions to overcome those limitations in order to bring the highest business efficiency to the hotel, especially to improve the facilities at the Front Office Department.
Based on the theory and reality mentioned above, I decided to choose to study the hotel's Front Office Department, in which I will delve deeply into the actual situation of facilities and issues affecting the hotel's service quality.From the above reasons, I boldly researched the topic “An investigation into the real situation and some solutions for improving the quality of facilities of front office department at Risemount Premier Resort Danang”.
Aims and Objectives
Confirm customer’s satisfaction and perceptions about the quality of facilities at Front Office Department and services, identify the relevance of facilities quality in attracting customers.
Assess the reality quality of facilities of Front Office Department atRisemount Premier Resort Danang.
Examine and survey the quality of facilities of Front Office Department at Risemount Premier Resort Danang in the 2021-2023 period.
Make recommendations for improving the quality of facilities of FrontOffice Department at Risemount Premier Resort Danang.
Scope of the Study
Scope of the content: Investing the conditions, the current status of facilities quality of Front Office Department at Risemount Premier Resort Danang.
Scope of the time: Statistics and the related documents are used from
Methods of the Study
During the course of this graduation thesis, I used the information and figure collected from the hotel Besides, I also used investigation methods, observation, interview, analysis and evaluation and draw conclusions related to the subject.
Organization of the Study
My thesis structure is separated into 6 chapters:
Chapter 1: Introduction the reason for choosing the topic and Introduction of research content: object, scope, method.
Chapter 2: Overview of hotel and theoretical basis for facilities quality at the front office department
Chapter 3: Introduction to Risemount Premier Resort Danang, business performance of Risemount Premier Resort Danang in the period of 2021-2023 and overview of the front office department.
Chapter 4: Analyze the Facilities Quality of Front Office Department at the hotel, then evaluate and give strengths and weaknesses.
Chapter 5: Presentation the hotel's business directions and goals and offering solutions to improve facilities quality at the Front Office Department of Risemount Premier Resort Danang
Chapter 6: Summary of Front Office Department facilities of quality research results and solutions for English department of Duy Tan University.
THEORETICAL BACKGROUND
Hotel
According to the change of history and specific views in countries along with the development of tourism activities, people have come up with many different concepts of the hotel But first of all, a hotel is a complex of technical facilities, equipment and construction at a certain location, provides products and services to tourists through the process of operation in order to get the ultimate profit.
Hotel is built on a solid foundation, with multiple stories and bedrooms that are furnished with amenities and specialized furniture for commercial purposes such as lodging, catering, and other services The classification of hotels is based on their content and intended usage, such aa s temporary, convention, and tourism In addition, the hotel is rated from one to five stars based on the quality of services comfort.
The hotel is a well-known lodging establishment all over the world, ensuring the quality and comfort required by the lodging industry. Furthermore, it meets a variety of eating, entertainment, and lodging service needs that are appropriate for the objective of the trip.
In Vietnam, according to the Circular No.01/202/TT-TCL dated April 27,
2001, of the General Department of Tourism guiding the application of theGovernment’s Decree No.39/2000/ND-CP on tourist accommodation establishments considers: “Hotel is an architectural building which is independently built with the scale of 10 bedrooms or more, ensuring the quality of facilities, equipment and necessary services for tourists”
It is difficult to have any single basis of classification of hotels because of the diversity in services and facilities that are provided by each hotel If we classify them in different criteria there will be some hotels that will be suitable for more than one group The criteria in which hotels are classified are following as:
Classification of Hotels on the Basis of Location:
City Hotel (Public Hotel): hotels are built in the center of big city or densely populated urban center to serve guests for public purposes, family visits, shopping, or cultural tours In Vietnam, high-ranking city hotels are concentrated in large cities (Danang, Hanoi, Ho Chi Minh, etc.)
Resort Hotel: this type is a built-in resort based on natural resources such as beach or mountain hotels Guests come here mainly for relaxation. Few visitors are studying the ecological environment Resort hotels are often subject to climate conditions, thus those work seasonally In Vietnam, resort hotels are constructed on the big beaches in Danang, Nha Trang, etc
Suburban Hotel: it is built on the outskirts of the city or urban center. The main guest market of this hotel is the medium or low-pay guests
Highway Hotel: it is built along the national highways to serve guests who travel on national highways and use vehicles or motor
Airport Hotel: the hotel is near major international airports Guests of this type of hotel are passengers of airlines stopping at international airports due to compulsory schedules or unexpected reasons
Classification of Hotels on the Basis of Level of Services:
World Class Luxuries Hotel: this is the highest ranking of hotel,corresponding to a 5-star hotel in Vietnam A large-scale hotel is equipped with luxury facilities This type of hotel offers the top level of additional services, especially the additional services in rooms, outdoor entertainment services, beauty services, etc The products also are sold at the highest price in the marketplace
Full Services Hotel: hotel selling products with the second highest price in the market, corresponding to 4-star hotels in Vietnam The hotel market of these hotels has high solvency In addition, the hotel offers full service, parking, restaurants, room services, and the number of outdoor added services are limited
Limited services Hotel: this type is medium-sized and corresponds to a three-star hotel in Vietnam The hotel products sell at the average price in the market These hotels offer limited number of services
Economy Hotel: a small hotel with a low rank (from one to two stars). Price of products is also low (below the medium price) in the market These hotels do not necessarily need to have catering services, but there must be some simple additional services such as laundry service, information service, free Wi-Fi, etc.
Classification on the price of accommodation products:
Luxury Hotel: the hotel has the highest selling price The market price of products is 85 or higher on the measure.
Upscale Hotel: the hotel sells products to the market at a relatively high price, in the range of 70-85 on the measure
Mid- price Hotel: the hotel sells products to the market at a medium price, in the range of 40-70 on the measure
Economy Hotel: the hotel sells products to the market at reasonably low prices, in the range of 20-40 on the measure
Budget Hotel: the hotel has the lowest selling price Price ranges from
20 or less on the measure
According to the scale hotel: based on the number of the chamber according to the design of the hotel that the hotel is divided into the following types:
Large-scale Hotel: the hotel has five-star rank (as a rule must have a large scale), corresponding to the number of rooms being 200 or over
Medium-scale Hotel: some hotels have several rooms from 50 to 200
Small-scale Hotel: the hotel has several rooms that are located in the lower limit of the ranking according to the criteria
Classification on the Basis of Ownership:
Private Hotel: the hotel is invested by an individual or limited liability company The owner manages and operates the hotel business They are also responsible for the final business results of the hotel
State Hotel: the initial capital hotel is owned by the state and run by an organization or a state-owned company that manages and operates the hotel business That organization is also responsible for the final business results of the hotel
Joint Venture Hotel: the hotel is invested by more than one investor to build and purchase equipment In terms of management, there may be two or more partners involved in managing and operating the hotel
Classification of Hotels on the Basis of Clients:
Theoretical Basis for Facilities Quality at Front Office Department
Front office is the most visible department of hotel which comes in guest contact, at the time of guest arrival and the last department when they depart from the hotel This department is responsible for various functions like reservation, reception, registration, room assignment and bills settlement of a resident guest The guest remains in contact of front desk for information and any kind of help Thus, we can say that the Front Office is the hub of hotel operations This unit is aimed to provide a great understanding on the part ofHotel Front Office and Role in Hotel Revenue Generation, Preparing forGuest Services, Relationship & Coordination with Housekeeping and other
Divisions, The Hotel Organization and the Front Office Manager, Effective interdepartmental communications, and Front Office Structures, layouts Trends & Practices followed in hotel.
2.2.2 Definition of Facility in Hotel
Facilities in the hotel business are all labor materials used to produce and sell services, to meet the needs of accommodation, dinning, relaxing and other needs for tourists during their stay at hotel
According to the above concept, hotel facilities include:
- Accommodation facilities: room system and facilities.
- Dining facilities: restaurant system, bar, kitchen, …
- Additional service facilities: laundry, swimming pool, sports ground, bathing, spa, current exchange, …
- Hotel infrastructure: electricity and water system, communication system, post and telecommunications, …
2.2.3 Characteristics of Facilities Quality at Front Office Department
Facilities here are understood to include infrastructure facilities and technical facilities It can be clearly seen that if a hotel has a well-decorated,impressive and luxurious front desk position in the lobby, commensurate with the level that the hotel has, it will impress and sympathize with guests when they come to the hotel Just arrived at the hotel Besides, technical facilities play an important role in serving customers quickly, accurately and completely If the Reception department is equipped with modern technical equipment such as computer systems, management software, camera systems well and modern, it also contributes to improving the service quality.
CASE DESCIPTION
Introduction to Risemount Premier Resort Danang
3.1.1 The Formation and Development of Risemount Premier Resort Danang
Picture 1 Overview outside Risemount Premier Resort Danang
Risemount Premier Resort Danang belongs to My Khe Trading & ServiceCo.,Ltd that founded on November 19, 2016 and has operated until now to meet the international 5-star hotel standard with a system of 103 bed rooms inspired by the beauty of Santorini Island, Greek The hotel offers visitors a very Western resort space like a royal palace in a certain wonderland This place is not only suitable for living, it also attracts guests who want to find a place to relax The hotel is designed simply but still ensure meticulous attention to detail The entire resort is decorated with two main colors, which are white and blue After 6 years of operation, the hotel has been holding its position as one of the leading pioneer hotels in the resort sector.
3.1.2 General Information about Risemount Premier Resort Danang
Hotel name: Risemount Premier Resort Danang
Address: 120B Nguyen Van Thoai Street, My An Ward, Ngu Hanh
Son District, Da Nang City, Vietnam
Facebook : https://www.facebook.com/Risemountdanang
Picture 2 Front Desk Area of Risemount Premier Resort Danang
Risemount Premier Resort Danang is only 20 minutes by car from DaNang International Airport and located near the city center as well as the romantic My Khe beach, which is the perfect destination for business travelers as well as tourists on their trip to work or relax in a beautiful coastal city The main features of the hotel include 24-hour room service, free Wi-Fi in all rooms, 24-hour security, daily cleaning service, and taxi service Hotel accommodations are carefully furnished to provide the highest degree of comfort and convenience Some rooms are equipped with LCD TV/plasma
TV, free instant coffee, free tea, free welcome drink, bed linen The hotel offers many unique leisure facilities, such as outdoor swimming pools, gym, spa No matter what the reason you are going to Da Nang, Risemount Premier Resort Danang is the ideal place for an exhilarating and exciting departure
The staff at Risemount Premier Resort Danang are always ready to serve tourists with a friendly and professional spirit Whenever a tourist encounters a problem or needs help, the hotel’s staff will be there immediately and provide assistance as quickly and effectively as possible. Risemount Premier Resort Danang is committed to contributing to improving the quality of accommodation services in Da Nang, and promises to provide comfortable moments that meet the requirements and exceed customer expectations.
Risemount Premier Resort Danang - 5 stars Hotel not only brings the characteristics of Asian and Western cuisine, but also has perfect and rich entertainment services with delicious and unique dishes.
3.1.3 The Organizational Structure of Risemount Premier Resort
Chart 1: The Organizational Structure of Risemount Premier Resort Danang Kitchen Department
As other hotel, the kitchen department of Risemount Premier Resort Danang is indispensable to each hotel and resort The main role of the kitchen department is to provide delicious food to diners In restaurants and catering establishments, the kitchen department is considered the "soul", the "heart", the brand ambassador of the establishment Because, customers come to enjoy delicious food, great service It is divided into 2 groups: Manager and staff.
The housekeeping department is staffed by a couple of quarter of the full number of hotel staff, playing a job in determining the standard of hotel
Reservation service and customer experience We imagine, the most product of the hotel is that the accommodation service, that is, the customer involves the hotel with the primary purpose of renting a space Therefore, the rooms must be clean and exquisite, the staff must be happy and friendly It is divided into 2 groups: Manager and staff
This department plays a decisive role within the success or failure of the hotel Indeed, every hotel business must have revenue above cost and also those who try this are the Sales and Marketing Department The precise role is to bring accommodation and other services to the market through sound marketing activities and sales strategies.
Sales and marketing departments approach potential customers, convert them into loyal customers, so take care and exploit them over time. Additionally to marketing and sales functions, the sales department is also an advisor to the Board of Directors, assisting in debt collection and business association.
The role of the human resources department is to recruit, train, evaluate, organize labor and wages This department also helps the hotel operate stably and efficiently, ensure revenue and profit
HR Manager (Human Resource Manager) is responsible for the management, monitoring, organization and operation of the HR department.
He or she also develops policies, regulations and regulations on human resources, plans budgets, recruits and trains employees according to the actual needs of the hotel.
3.1.4 Functions and tasks of Risemount Premier Resort Danang
The hotel's primary function is to provide lodging services In addition, to properly serve its main role, it also provides other services such as catering and extra services (Spa, Internet, Bar, Wedding Organization, Conference ) Accommodation services are provided All of these services are designed to meet the needs of both domestic and foreign visitors come to Danang who stay at the Risemount Premier Resort Danang.
- The hotel's major goal is to provide lodging, food, and other services that adequately suit the demands of visitors while they are staying there In addition, the hotel must do additional responsibilities such as:
- Comply with all regulations established by the General Department of Tourism and the local Department of Tourism.
- Comply with all tax laws and regulations set forth by the government.
- Improve service quality and company efficiency by effectively utilizing and managing existing physical and technological facilities, investment capital, and human resources.
- Effectively implement fire prevention and suppression measures to protect the safety of both property and tourists while they are staying here.
- It is important to ensure the staff's safety.
3.1.5 Room Classification of Risemount Premier Resort Danang
Risemount Premier Resort Danang has 6 main rooms:
Maximum: 2 adults + 1 child (children under 6 years old)
Free shipping from Danang airport according to schedule
Maximum: 2 adults + 1 child (children under 6 years old)
Free shipping from Danang airport according to schedule
+ Separate shower / Tub + No smoking
+ Reading Table + Make-up Mirror
+ Equipment for making tea & coffee + LCD TV
+ Alarm Clock + High-speed Internet
+ 1 king bed size + Pool view balcony &
+ LCD TV City view balcony
+ Separate shower / Tub + No smoking
+ Reading Table + Make-up Mirror
+ Equipment for making tea & coffee + High-speed Internet + Alarm Clock
+ 1 king bed size + Pool view balcony
+ Separate shower / Tub + No smoking
+ Reading Table + Make-up Mirror
+ Equipment for making tea & coffee + LCD TV
+ Alarm Clock + High-speed Internet
+ Size: 40m 2 + Garden view & city view
+ 1 king bed size + Pool view balcony &
+ Separate shower / Tub + No smoking
+ Reading Table + Make-up Mirror
+ Equipment for making tea & coffee + LCD TV
+ Alarm Clock + High-speed Internet
+ Size: 65m 2 + Pool view & city view
+ Separate shower / Tub + No smoking
+ Reading Table + Make-up Mirror
+ Equipment for making tea & coffee + High-speed Internet + Alarm Clock
+ Separate shower / Tub + No smoking
+ Reading Table + Make-up Mirror
+ Equipment for making tea & coffee + High-speed Internet + Alarm Clock
+ Check- out date: Before 12:00 Late check-out until 18:00 will be charged 50% of room rate.
+ Cancellation: Free! If cancelled or modified up to 5 days before date of arrival, NO fee will be charged If cancelled or modified after 5 days before date of arrival, 100% of the first night will be charged In case of no-show, 100% of the first night will be charged.
+ Pets policy: Pets are not allowed.
+ Room rate: All room rates are subject to change without notice if the booking is still not confirmed These rates are available only for bookings made with TUN TRAVEL and NOT available from the hotel directly Supplements will not be calculated automatically in the total costs and have to be paid separately in the hotel.
Introduction of the Front Office Department of the Risemount
3.2.1 Overview of the Front Office Department
Picture 3 Receptionist at Risemount Premier Resort Danang
Front Office is considered the "headquarters" of the hotel, including the Reception Department Therefore, the Front Office Department could play a very important role in addressing all guest issues Because Risemount Premier Resort Danang is a 5-star hotel, the professional requirements for each employee are very high Thanks to that, the reception can smoothly meet the needs for guests.
Reception is one of many departments of the hotel business which directly interacts with the customers when they first arrive at the hotel The staff of this department is very visible to the guests.
Reception staff handles the transactions between the hotel and their guests The staff receives the guests, handles their requests, and strikes the first impression about the hotel into their minds.
3.2.2 The Organizational Structure of the Reception Department
Diagram 1 Organizational structure of the Front Office Department
Reception Staff: The main task is to welcome and assist guests with check-in procedures In addition, when customers need more information about entertainment and entertainment venues in the hotel, this department is also the place to support them.
Concierge: This department will advise guests to stay at the hotel with support services so that they can have a satisfying experience When the customers leave, this department will assist the customer in booking transportation Sometimes, the concierge department also plays the role of Bellman staff.
Cashier: The main task is to pay service bills for customers staying at the hotel In some cases, customers need to exchange money, this department will assist them The hotel's monthly spending will be reported by the cashier department.
Operator: The Operator will be the place to receive outside calls into the hotel and transfer information to guests staying here At the same time,
Staff Concierge Cashier Operator Reservations Bellman this department also has the responsibility of transferring information to the place requested by the customer For calls that need to be paid for, this department will record an invoice for the customer to pay when checking out.
Reservations: The place that receive information from customers who need to book in advance from customers through website systems or other central reservation systems This department will inform the status of the list of available rooms, rooms that have just been paid to answer information customers who need to know.
Bellman: The job of this department is to open the car door, guide where to park, pick up customers, carry luggage to help customers, guiding guests to their room …
3.2.3 Facilities and Equipment of the Front Office Department
Table 1 Equipment and Facilities of the Front Office Department
As can be seen from the table, facilities and equipment at the Front Office Department are relatively adequate Most of them are in good condition to best support the reception of the hotel However, the computers are too old and the processing of information is slow, it affects the customer service process Printers is a very important machine for Front Office Department but in recent months, it is usually out of order and take at least 1 day for technician to fix it, it also need to be replaced to ensure the quality of customer service In addition, there are two luggage trolleys that need to change by new larger ones, when customers come to the hotel in group, this small trolley always takes the bellman too much time to deliver customers’ luggage to their room, in order to save time, the department should consider changing them It is also necessary to regularly check all equipment to avoid work problems and to keep the equipment always ready to work.
3.2.4 The Brand and Price of Facilities at Front Office Department
The facilities quality of the Front Office Department depends on many different factors and each hotel will have its own evaluation criteria because at present there is no standard or system of standards to evaluate it Quality assessment of the Front Office Department, even 5-star hotels, is still based mainly on the band that the hotel is using with a few criteria such as: quantity of facilities, used time, maintenance intensity of facilities, …
The table below describes the brand of each facility and its price These factors affect directly to the quality of Front Office Department.
Table 2 The Data Table about The Brand and Price of Facilities at Front
No Category Brand Price (VND)
From Table 2, we see that most of the Front Office Facilities ofRisemount Premier Resort Danang are high-rate brands with quite expensive prices to serve customers in the best way Despite the expensive cost of the computer system, some of them are too old to work in the best condition 24/7,some of them should be replaced by new ones soon to help receptionist work efficiency.
ANYLYSIS AND EVALUATION
General Analysis of the Situation of Risemount Premier Resort Danang
4.1.1 The Situation of Fluctuating Visitors from 2020 to 2022
Visitors to Risemount Premier Resort Danang are mainly foreign visitors from Korea, Asia and Europe There are also domestic tourists, though a small proportion; it contributes to the business benefits of the hotel. Contributing to the success of the Risemount Premier Resort Danang is the tangible resources As a result, Risemount Premier Resort Danang has become one of the most beautiful hotels in Danang city.
The situation of the Risemount Premier Resort Danang in the period 2020-2022 is shown in detail through the below table
Table 3 Structure of guests by the Nationalities of Risemount Premier Resort
Customers are the main factor for the development of the service business, researching the number of tourists is the basis for the business to know the trends of international and domestic tourists, from which there are many measures to improve quality, to meet the needs of the customer target.
Through this table, it shows the total number of visitors to the hotel tends to increase from 2021 to 2022 In 2020 and 2021 due to the impact of the Covid-19 pandemic, Vietnam's tourism suffered the heaviest losses, especially in the tourism and hotel industries Therefore, the number of visitors to the hotel has increased sharply in 2022 Hotel arrivals started at 4,110 in 2020, then decreased to 3,041 in 2021 due to the complicated situation of covid-19 pandemic
Especially in 2021, the covid-19 pandemic has caused a huge impact on the domestic and foreign tourism industry, the total number of visitors to the hotel decreases by 1069 guests compared to 2020 In 2022 the number of Asian visitors is the largest source and accounts for the highest proportion. The number of Asian visitors in 2022 was 11,325, accounting for 62%, in
2021 it was 1,303 visitors, accounting for 42,8% and this figure in 2020 was
2845 guests, accounting for 62,9% This was the main source of visitors during these years It can also be seen that the number of visitors from France, the US and domestic visitors has increased rapidly in 2022 For the year 2020 and 2021, because the covid-19 pandemic caused a serious decrease in international arrivals, the main source of tourists these years was domestic tourists with 1.665 Vietnamese visitors, accounting for 40,5% in 2020 and
In conclusion, the table shows that the total number of visitors to Risemount Premier Resort Danang has increased in 2022 and decreased dramatically in the period from 2020 to 2021.
4.1.2 Business Results of Risemount Premier Resort Danang in the Period of 2020-2022
Chart 2 Risemount Premier Resort Danang’s revenue through 2020 and
In general, Risemount Premier Resort Danang’s revenue has increased in
2022 In 2022, revenue increased by 12 billion VND compared to 2021 In
2021, revenue decreased by 2 billion VND compared to the previous year.Besides, revenue increases, budget also increase and vice versa Specifically,expenses decreased from 7,6 billion VND in 2020 to 5,8 billion VND in 2021 and increased sharply to 13,2 billion VND in 2022 In terms of profit, profit decreased in 2020 and 2021 compared to 2022 due to the huge impact of theCovid-19 pandemic In 2021, a decrease of 11,4% compared to 2020 In 2022,after the pandemic, profit increased sharply by 428% compared to 2021.thereby showing that the Covid-19 pandemic caused a heavy impact on the hotel’s revenue and profit in 2022 through the above data.
Guests’ Evaluation to the Facilities Quality of the Front Office
Department at Risemount Premier Resort Danang
4.2.1 In Terms of Quantitative Analysis
Table 4 Guests’ Evaluation to the Facilities Quality of the Front Office
Department in Terms of Quantitative Analysis
Satisfied Satisfied Normal Unsatisfied Very unsatisfied Total
According to customer reviews, satisfied had the highest response rate of 60%, the majority of customers are satisfied with the fully equipped facilities of the department and meet the needs of customers Besides that, there are 20 opinions of normal about the quantity of facilities at the department, they suppose that it is not enough to serve guests in a group of more than 30 people, there are only two luggage trolleys to deliver their luggage The bellman table should be provided with a computer to help them control the luggage that is stored in the back office instead of using a notebook.
In the service industry, customer satisfaction is always a priority, so the hotel is always ready to receive customers’ feedback and tries their best to bring customers the best experience during their staying.
4.2.2 In Terms of Qualitative Analysis
4.2.2.1 Guests’ Evaluation of the Decoration at Front Office Department
Table 5 Guests’ Evaluation of Decoration at Front Office Department
Guest Quantity Plentiful, Eye-catching, Luxury
Satisfie d Normal Unsatisfied Very unsatisfied Total
0 0 5 The decoration at the Front Office is an important factor to attract customers first come here, especially tourists who are interested in taking photography or checking in.
According to the survey, “unsatisfied” had the highest response rate of 45%, and “very satisfied” is 20% This demonstrates that the Front Office Department’s decoration has a big problem.
In terms of plentifulness, there are 50 opinions of unsatisfied, they suppose that there are no pictures to promote tourism about the city and wall clock for international customers to know the local time after coming from other countries.
About the being eye-catching, 25 customers satisfied that during holidays like Christmas and Tet holiday, this area is decorated very splendidly and lovely.
There are 20 very satisfied opinions about some luxurious and unique decoration such as a piano, a super motorbike and some model boats in a Santorini-style
Hotel managers need to absorb ideas and add more decorations to the department and have a quick answer to the problem described above.
Chart 3: Evaluation of Guests about Decoration
4.2.2.2 Guests’ Evaluation of the Reception Desk
Table 6 Guests’ Evaluation of the Reception Desk
Guest Quantity Well Arranged, Fully Equipped, Modern
Very satisfied Satisfied Normal Unsatisfied Very unsatisfied Total
0 0 0 According to the survey, there are 65 satisfied guests accounting for 65% and 10 very satisfied guests accounting for 10% of the total of 100 guests
This shows that the receptionist area is a good-looking one in terms of arrangement and provided with good facilities to serve guests in terms of being fully equipped However, there are 15 opinions of unsatisfied about the arrangement of this area, they complain that receptionist put out too many documents at the desk and make it messy, the front desk is too small to serve a group of guests so that it takes guests more time to wait for check-in A few opinions in 15 unsatisfied people also do not like the too loud sound from the old keyboard of the computer system and the wooden chairs are too hard to sit for a long time.
The hotel’s manager should pay more attention to customers’ opinions to handle these complaints.
Well Arranged Fully Equipped Modern 0
Chart 4: Evaluation of Guests about Reception Desk
4.2.2.3 Guests’ Evaluation of the Air – Conditioning, Cooling System
Table 7 Guests’ Evaluation of Air – Conditioning, Cooling System at Front
Cool Enough, Fresh Air Very
Satisfied Satisfied Normal Unsatisfied Very unsatisfied Total
0 0 0 Air - Conditioner is one of the most important facilities at the Front Office Department of the hotel that make customers feel comfortable when they come to the hotel and wait for check-in, especially in summer and hot weather.
According to the survey, we find that the air - conditioning system of the hotel is highly rated with 60 opinions evaluating satisfied with the very modern system from the famous air-conditioner brand – Daikin, accounting for 60%, and 25 opinions “normal “of the air-conditioner is not cool enough in very hot weather (from June to September) and sometimes has strange smell, accounting for 25% This means that the hotel's air-conditioning system is good enough to meet the needs of customers, however, the hotel needs to absorb customers' opinions, adjust the temperature in accordance with the weather and must regularly check and maintain the system, especially when the air-conditioner is a device that operates with high intensity and is easily damaged.
Hotel management must pay more attention to the system and take measures to improve recommendations from guests to improve the quality of the on-going hotel.
Chart 5: Evaluation of Guests about Air-conditioning & Cooling System
4.2.2.4 Guests’ Evaluation of the Lighting System
Table 8 Guests’ Evaluation of Lighting System at Front Office
Bright Enough, Aesthetic, Diverse Very satisfied Satisfied Normal Unsatisfied Very unsatisfied Total
Lighting system can be a factor that helps increase the elegance of the hotel facade, so this system also needs to pay more attention from the hotel management.
According to the survey, “satisfied” had the highest response rate of 50%, and “normal” is 30% This means that the Front Office Department’s lighting system still has a tiny problem About the brightness, most customers feel normal because it is bright enough at the front office both day and night, however, there are 20 opinions of people who do not feel satisfied about this system, especially people who need to read book or magazine during waiting for check-in time, they complain that the front office area is not bright enough to read book and it can be harmful to their eyes.
In terms of aesthetics, customers highly appreciate the aesthetics of the lighting system here with 45 opinions of satisfied, the system has colorful lights to create a pleasant feeling for guests at night The area is also equipped with a variety of luxury lamps in the Santorini style.
The hotel management should take care of the customers' ideas to update the system and add some reading lamps for customers
Chart 6: Evaluation of Guests about Lighting System
4.2.2.5 Guests’ Evaluation of the Wireless Network System and
Communication Equipment at Front Office Department
Table 9 Guests’ Evaluation of the Wireless Network System and
Guest Quantity High-Speed, Available, Wide-Range
Very satisfied Satisfied Normal Unsatisfied Very unsatisfied Total
0According to the data in the table above, 60 votes are very satisfied,accounting for 60% and 15 votes are unsatisfied, accounting for 15% This means that the wireless internet at the Front Office Department is always stable and work at the highest quality in terms of the speed But there are 15 votes of people who do not feel satisfied about the system, they complain that the telephones at the front desk do not work well, they cannot hear what receptionist say when they make phone call from their rooms and they cannot access the Wi-Fi when there are too many people connecting it at a same time.
The hotel should confirm these complaints and make changes to bring the best experience for customers.
High-Speed Available Wide-Range
Chart 7: Evaluation of Guests about Wireless Network & Communication
4.2.2.6 Guests’ Evaluation of the Lobby’s Restroom
Table 10 Guests’ Evaluation of the Lobby Restroom
Clean, Modern, Fully Equipped Very satisfied Satisfied Normal Unsatisfied Very unsatisfied Total
Chart 8: Evaluation of Guests about the Hotel Lobby Restroom
Hotel lobby toilets are some of the most often used common areas in a hotel Many guests will require the facilities as soon as they arrive, or while they’re waiting for other guests to get ready to go It’s important for staff to be attentive to these areas to maintain the clean, high standards of the hotel.
According to the data in the table above, 75 votes are very satisfied and satisfied with the modern equipment such as hand dryer, automatic faucet, accounting for 75% and 15 votes are unsatisfied, accounting for 15% This means that the lobby’s restroom is always clean and fully equipped with modern facilities But there are still 15 opinions of unsatisfied about this area, the rubbish bins are not emptied and have smell, toilet paper and soap sometimes are not provided.
The cleaners of the hotel need to check the restroom regularly and avoid these mistakes.
Overall Comments of Guests Through Evaluation about Facilities
Very Satisfied Satisfied Normal Unsatisfied Very Unsatisfied
Chart 9: Overall Comments of Guests Through Assessments about Facilities Quality of The Front Office Department at Risemount Premier Resort
Through this chart, we can see that the Front Office Department at Risemount Premier Resort Danang is generally good More than half of the customers feel very satisfied and satisfied with all the facilities at the front office 20% of guests feel that everything in the normal reception is nothing unique and 18% of customers are unsatisfied Therefore, hotel management should have a more reasonable policy and plan to improve the facilities quality of the Front Office Department.
Also in the survey questions, customers said that visitors to the hotel are greeted in a polite and professional manner Staff with a courteous and sincere attitude know the needs of tourists and check-out quickly However, there are still some limitations that need to be overcome The hotel needs to upgrade the air conditioners and decorate more waiting tables and chairs for guests To prevent guests from waiting in hot spaces and having no seats
There is no absolute service, so the hotel front office department could not avoid the shortcomings, but overall, the hotel guests are also quite satisfied with the staff and equipment here Risemount Premier ResortDanang is trying day by day to perfect every aspect in the best way, bringing the best experience to customers when coming to the hotel.
Strong Points and Weak Points
In the hospitality industry, any tourism facility must deal with difficult circumstances Therefore, Risemount Premier Resort Danang also needs to fill some gaps in facilities quality at the Front Office Department However, they still receive some good feedback from customers about facilities quality soon.
To begin with, the hotel is fully equipped with modern facilities in all hotel parts in general and the front office department in particular and highly rated by the majority of customers during their stay at the hotel.
In addition, the air-conditioning and cooling system is the most invested system from the hotel, as a result, it is working really good and always makes customers feel comfortable at all seasons, especially feel really cool in hot weather
Furthermore, when coming to the hotel, customers feel very satisfied when the reception desk is arranged well and clearly, this shows the professionalism in the service style of the hotel in general.
Moreover, customers really appreciate the reception of customer’s opinions, feedback to bring the highest quality to customers Discovering what constitutes good customer service does not happen by osmosis The hotel must have open ears and learn what our customers want.
In conclusion, the department fully focuses on researching target markets and business strategies to attract more customers to the hotel through marketing campaign and improving facilities quality.
Beside the strong points, facilities at Front Office Department of Risemount Premier Resort Danang also have some weaknesses.
To begin with, the decoration at the lobby is too simple and the hotel’s manager did not pay too much attention so that cannot attract customers well, this is the factor that customers feel unsatisfied most.
Secondly, some facilities and equipment, especially the computer system are already out of date and unable to serve customers well.
Thirdly, the air conditioner in the front office area sometimes has strange smells and of course, you don't want to be breathing in air that's been contaminated with bacteria such as mold In severe instances, this can lead to coughing, wheezing, rashes, and other unpleasant symptoms.
Fourthly, the lighting system is not bright enough to read books or magazines and this cannot ensure that customers’ eyes are kept in good health for reading and other activities.
In addition, the front desk is too small to serve a group of guests and the chairs are too hard to sit on for a long time The front desk plays an important role, it connects customers to businesses Reception area through its advantages could creating a good impression for customers, promoting the brand, creating trust and the professionalism feeling from the business.
In a nutshell, wireless systems and communication equipment sometimes are not stable and cause inconvenience in information exchange between customers and hotel’s staff.
New Opportunities and Challenges in Business Development of
Danang is one of the three most developed cities in the country and is also the most livable city of Vietnam Each year, Danang welcomes thousands of tourists, thus facilitating the development of hotels and restaurants In addition, the government's tourism development and support policies form the basis for the overall development of the industry.
Especially, Vietnam's accession to the WTO has created great pressure in the current economy The field is widened and the rules of the game are clearer, stimulating the competition of businesses Create conditions and opportunities for all hotels in Danang in general and Risemount PremierResort Danang in particular, they need to improve themselves, improve service and facilities quality to attract customers However, there are still some weaknesses, especially in training, which makes the service quality not greatly appreciated by customers and this is also the biggest problem for management if they want to maintain the brand now and in the future.
First of all, it is human resources The current human resources of Risemount Premier Resort Danang are relatively good, but the problem of how to improve staff skills, trainee skills, more professional training and improve facilities is one of the biggest challenges of the hotel.
Secondly, the current trend of international tourists is natural tourism, which requires management to have long-term products Focusing on promotional activities, introducing a more spacious hotel for guests to have a more overview of the hotel and providing more choices for customers can contribute to improving the service quality.
Nowadays, Danang city is developing more and more in hotel business services, so hotels should have clear and firm strategies to survive and develop.
DIFFICULTS AND SOLUTIONS
Difficulties of Front Office Department at Risemount Premier
Facilities: Although fully equipped, basically meeting the needs of the department's professional activities, there are still many limitations:
The front desk is designed too small and cannot serve customer in a group, monotonous without flowers and signage.
The decoration is still quite poor to attract customer first come to the hotel.
The back office is too small and contains a lot of equipment and furniture, so it cannot provide a good working environment for employees.
The trolley is too old and cannot work well when serving the group of customers, wasting more time moving luggage to customers’ room.
The computer system is old and out of date, the keyboard has faded the characters and makes too much noise, the staff has to use a pen to write on it to facilitate typing as well as perform the job, but it is only temporary and not durable.
Phones are equipped with many devices, but some are too old, many keys are paralyzed and cannot be pressed, causing many difficulties for employees in communicating with guests from their room.
The Direction and Goals of the Front Office Department of the Hotel 1 1 The Directions of the Reception Department of the Hotel
The direction of customer care development is to maintain relationships with travel companies that have done long-term business and current customers, attracting potential customers.
Firstly, it needs to ensure safety for employees Creating a safe work environment is one of the most important responsibilities of a business As a business owner and employer, you are accountable for the safety and well- being of your employees at work Whether it is in a construction site or in an office, everyone should observe workplace safety.
Secondly, the hotel must use and manage human resources more effectively and flexibly Human resources issues can be a difficult hurdle to cross for many companies, there are all kinds of different components that can confuse business owners and cause them to make ineffective decisions that slow down the operations for the staff as well as their business.
Thirdly, the hotel must constantly improve the quality of facilities to improve service quality in general Improving the quality of facilities is an expensive undertaking However, when the positive impacts of facility improvement on the hotel are translated into the number of customers coming to the hotel, the rewards of such investments far outstrip the cost of the investments.
5.2.2 The Goals of the Reception Department of the Hotel
The hotel needs to set a goal of customer care by collecting feedback from regular guests to improve the quality of service to meet the increasing needs of guests and completely handle complaints that customers often make.First of all, the complaints must be dealt with thoroughly before guests leave the hotel However, the target customer of the hotel is still a resort Besides,the hotel needs to maintain the reputation and reputation of the hotel Lastly,constantly enhancing service quality by inspecting, maintaining, and periodically renewing modern equipment and facilities in order to satisfy the growing expectations of visitors and to assure service quality.
Solutions to Improve the Facilities Quality of Front Office
Department at Risemount Premier Resort Danang
Facing the increasingly fierce competition in the current hotel business environment, improving the quality of products, as well as perfecting the service process are an extremely important factor that determines the survival of the hotel There are some suggestions below to improve the facilities quality of the hotel I hope to help Risemount Premier Resort Danang achieve more success in improving reception and development, bringing more profits to the hotel To improve the system of facilities in the hotel is not a simple task, it requires a large investment and needs a reasonable plan During the survey process, I would like to give some solutions to improve the facilities at the front office department
To begin with, the hotel should add more decoration by hanging some pictures of Danang City to create lovely space for hotel and attract customers’ attention, replacing the plastic flower and trees by real plant, adding wall clock with time zone for international customers.
Secondly, changing the old and out of date computer system and the keyboard An old computer system cannot meet the needs of receptionist and needs to be replaced to optimize work.
Thirdly, replacing some old chairs and tables in the lobby to serve guest in a group or in peak tourist season and avoid the case that many guests do not have seats during check-in and check-out time.
Fourthly, the lighting system should be provided with some reading lamps for customers who need to read books to keep their eyes always in a good environment.
In addition, upgrading the telephone system at the front desk to help receptionists communicate with guests and other departments with a good connection
Furthermore, replacing old luggage trolleys with larger ones to help bellman save more time in serving group guests, in addition, the bellman table should be provided with a computer to control customers’ luggage well.Moreover, adding luggage shelves for employees to save the space of the back office
In conclusion, the technician team should check and maintain every facility at the department regularly to avoid unexpectable damage and make sure that everything is always ready to use.
CONCLUSION AND SUGGESTIONS
Summary of the Findings
From the analysis and evaluation in chapter 3 and chapter 4, I can make some comments as follows:
The hotel business industry in the world in general and the hotel business in Vietnam are facing great challenges and fierce competition from the market mechanism, requiring businessmen to change their direction from quantity price to quality The service and facilities quality are the main parts of the entire service process of the hotel It has played an important role in attracting guests and fulfilling the needs of customers at the highest level
During my internship at Risemount Premier Resort Danang, I found that the quality of facilities at the hotel’s Front Office Department is relatively sufficient according to the five-star hotel standard However, there are still certain limitations that the department has been trying to improve, at the same time, promoting its strengths to compete with other facilities in the region is essential Through the theoretical basis of the quality of receptionist facilities in the hotel, I have conducted an analysis and assessment the situation of the quality facilities at the Front Office Department in the Risemount Premier Resort Danang and by analyzing the activities and customer feedback about the reception We have given some positive and negative comments that need to be addressed.
Summary of Suggestions
6.2.1 For Risemount Premier Resort Danang
No organization can operate in the long term without upgrading its service activities Therefore, the manager at Risemount Premier Resort
Danang needs to develop the facilities quality standards and mobilize compliance departments, minimize errors during service and have reasonable price policy to meet the needs of consumers and pockets of customers. Besides, the hotel should create good relationships with travel companies and tour operators as well as create an enthusiastic working environment, solidarity between the staff and the parts in the same hotel The hotel also can invite experts on experience exchange with employees and increasingly perfect the branding work of the hotel more.
6.2.2 For the Front Office Department
The receptionist is not only the one to get the first impression from guests, but they are also the waiters to talk and contact customers directly. Therefore, each employee must always improve their working spirit and professional qualifications Especial, receptionists should expand foreign language capital to achieve high communication efficiency and find out the desired mood of the guest, understand the shortcomings of the hotel, find ways to overcome, solve to please guests Risemount Premier Resort Danang always served a variety of guests with different nationalities, cultures, interests, and levels Therefore, the receptionist is required to have a certain level of knowledge in order to have a high quality of service and civilization in communication.
6.2.3 Suggestions for Faculty of English of Duy Tan University
The school has facilitated and helped us a lot in learning so that we can apply it in working After all, I always expect the school to take care of us more Firstly, the school should organize more cultural exchanges with foreign friends Secondly, the school should create a strong link with hotels and restaurants in Danang area for students to practice and apply what they have learned at university in practice Thirdly, for each individual student,students need to train themselves and be more confident in communicating and working Finally, the school needs to put real situations into teaching and training for students more so that students can have more experience before interning.
1 Chris Cooper and John Fletcher, David Gilbert and Stephan Wanhill, Tourism Principles.
3 John Leo, Cambridge University Press, “English for the Travel and
4 Nguyen Van Manh, Hoang Thi Lan Huong hotel business management curriculum, Labour and Social Publisher, 2004.
5 Report on business results of Risemount Premier Resort Danang in 2020- 2022
https://www.careeerxplore.com?careers/receptionist/
https://en.wikipedia.org/wiki/Receptionist
https://www,hospitality-school.com/hotel-classification-type/
https://en.wikipedia.org/wiki/Front-office
http://www.cqueweb.com/chapters-html/chap2-html/chapter2.htm
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1 How many times have you been in Da Nang city?
2 How many times have you stayed at Risemount Premier Resort Danang?
3 You know Risemount Premier Resort Danang 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
Decoration of Front Office Department
6 During your stay at the hote what made you most satisfied?
7 Do you think you will return to Risemount Premier Resort Danang in the future?
8 What could we do better?
9 Was there any staff whose services exceeded your expectation? If yes, kindly provide his/ her name: