An investigation into the real situation and some solutions for improving the quality of facilities of front office department at risemount premier resort danang

MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION THESIS TRAN NHU Y AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS FOR IMPROVING THE QUALITY OF FACILITIES OF FRONT OFFICE DEPARTMENT AT RISEMOUNT PREMIER RESORT DANANG Major : English for Tourism Code : 25213216265 SUPERVISOR: NGUYEN THI KIM MAN, M.A DA NANG – MAY 2023 Graduation Thesis i Supervisor: Nguyen Thi Kim Man, M.A ACKNOWLEDGEMENT  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” is the subject I chose to research and my graduation thesis after four years of study at Duy Tan University First of all, I would like to express my profound gratitude to the teachers of the English Department - Duy Tan University who have devotedly taught and imparted precious knowledge and experience to me during college time The knowledge I have learned facilitated me a lot in the internship time In particular, I would like to express my sincere gratitude to Mrs Nguyen Thi Kim Man for her passionate guidance while I was writing my graduation thesis in order to make the process of inquiry and completion of this project more comprehensive On this occasion, I would also like to thank the English Department at Duy Tan University, as well as the instructors, proprietors, and Mrs Nguyen Quang Kim Chau – Front Office Manager of Risemount Premier Resort Danang, for giving me the opportunity to study and gain experience in this setting and throughout the course of the course With the limited time and experience of a student, my graduation thesis cannot avoid shortcomings I look forward to receiving the advice and comments of the teachers so that I can have more conditions to raise my awareness I wish you all the best of health and success! Yours sincerely Student Tran Nhu Y Student: Tran Nhu Y Code: 25213216625 Graduation Thesis ii Supervisor: Nguyen Thi Kim Man, M.A STATEMENT OF AUTHOR SHIP  I declare that, to the best of my knowledge, this paper contains no previously published content It does not use any material previously submitted for a degree or certificate at my university, in whole or in part, unless a proper reference is included in the text Without acknowledgment in the graduation paper, no other person's work has been utilized This graduation thesis has not been submitted to any other tertiary institution for the award of a degree or diploma Da Nang, May 2023 Student Tran Nhu Y Student: Tran Nhu Y Code: 25213216625 Graduation Thesis iii Supervisor: Nguyen Thi Kim Man, M.A ABSTRACT  This graduation thesis will provide a general review of the Risemount Premier Resort Danang as well as the quality of facilities at of Front Office Department It is “An investigation into the real situation and some solutions for improving the quality of facilities of Front Office Department at Risemount Premier Resort Danang” To arrive at a conclusion, the researcher intends to compile all relevant information regarding tourism and hotels from two primary source: Published materials and the Internet I will offer some ideas to improve the quality of facilities of Front Office Department at Risemount Premier Resort Danang In recent years, the operation of Risemount Premier Resort Danang is quite stable and growing The numbers of visitors are rapidly increase The increasing number guests means that the quality of service must also be improved Beside the accommodation service, Risemount Premier Resort Danang is reputable for the quality of catering service However, there are still some drawbacks in the facilities quality of Front Office Department Student: Tran Nhu Y Code: 25213216625 Graduation Thesis iv Supervisor: Nguyen Thi Kim Man, M.A LIST OF TABLES Table Equipment and Facilities of the Front Office Department .23 Table The Data Table about The Brand and Price of Facilities at Front Office Department 24 Table Structure of guests by the Nationalities of Risemount Premier Resort Danang in the period 2020-2022 26 Table Guests’ Evaluation to the Facilities Quality of the Front Office Department in Terms of Quantitative Analysis 29 Table Guests’ Evaluation of Decoration at Front Office Department 30 Table Guests’ Evaluation of the Reception Desk .32 Table Guests’ Evaluation of Air – Conditioning, Cooling System at Front Office Department 33 Table Guests’ Evaluation of Lighting System at Front Office 35 Table Guests’ Evaluation of Lighting System at Front Office 36 Table 10 Guests’ Evaluation of the Lobby Restroom 37 Student: Tran Nhu Y Code: 25213216625 Graduation Thesis v Supervisor: Nguyen Thi Kim Man, M.A LIST OF DIAGRAMS Diagram Organizational structure of the Front Office Department 22 LIST OF PICTURE Picture Overview outside Risemount Premier Resort Danang Picture Front Desk Area of Risemount Premier Resort Danang Picture Receptionist at Risemount Premier Resort Danang LIST OF CHART Student: Tran Nhu Y Code: 25213216625 Graduation Thesis vi Supervisor: Nguyen Thi Kim Man, M.A Chart 1: The Organizational Structure of Risemount Premier Resort Danang Chart Risemount Premier Resort Danang’s revenue through 2020 and 2022 Chart 3: Evaluation of Guests about Decoration Chart 4: Evaluation of Guests about Reception Desk Chart 5: Evaluation of Guests about Air-conditioning & Cooling System Chart 6: Evaluation of Guests about Lighting System .1 Chart 7: Evaluation of Guests about Wireless Network & Communication Equipment System Chart 8: Evaluation of Guests about the Hotel Lobby Restroom .1 Chart 9: Overall Comments of Guests Through Assessments about Facilities Quality of The Front Office Department at Risemount Premier Resort Danang 39 Student: Tran Nhu Y Code: 25213216625 Graduation Thesis vii Supervisor: Nguyen Thi Kim Man, M.A TABLE OF CONTENT ACKNOWLEDGEMENT .i STATEMENT OF AUTHOR SHIP .i ABSTRACT i LIST OF TABLES i LIST OF DIAGRAMS i LIST OF PICTURES .i LIST OF CHARTS i CHAPTER 1: INTRODUCTION 1.1 Rationale 1.2 Aims and Objectives 1.3 Scope of the Study .1 1.4 Methods of the Study 1.5 Organization of the Study CHAPTER 2: THEORETICAL BACKGROUND 2.1 Hotel .1 2.1.1 Hotel Definition 2.1.2 Classifications of Hotel 2.1.3 Definition of Hotel Business .1 2.1.4 Feature of Hotel Business .1 2.1.5 Factors Affecting Hotel Business 2.2 Theoretical Basis for Facilities Quality at Front Office Department 2.2.1 Concept of Front Office Department 2.2.2 Definition of Facility in Hotel 2.2.3 Characteristics of Facilities Quality at Front Office Department CHAPTER 3: CASE DESCIPTION 3.1 Introduction to Risemount Premier Resort Danang .1 3.1.1 The Formation and Development of Risemount Premier Resort Danang Student: Tran Nhu Y Code: 25213216625 Graduation Thesis viii Supervisor: Nguyen Thi Kim Man, M.A 3.1.2 General Information about Risemount Premier Resort Danang 3.1.3 The Organizational Structure of Risemount Premier Resort Danang 3.1.4 Functions and tasks of Risemount Premier Resort Danang 3.1.5 Room Classification of Risemount Premier Resort Danang 3.2 Introduction of the Front Office Department of the Risemount Premier Resort Danang 3.2.1 Overview of the Front Office Department .1 3.2.2 The Organizational Structure of the Reception Department 3.2.3 Facilities and Equipment of the Front Office Department 3.2.4 The Brand and Price of Facilities at Front Office Department CHAPTER 4: ANYLYSIS AND EVALUATION 4.1 General Analysis of the Situation of Risemount Premier Resort Danang 4.1.1 The Situation of Fluctuating Visitors from 2020 to 2022 4.1.2 Business Results of Risemount Premier Resort Danang in the Period of 2020-2022 4.2 Guests’ Evaluation to the Facilities Quality of the Front Office Department at Risemount Premier Resort Danang .1 4.2.1 In Terms of Quantitative Analysis .1 4.2.2 In Terms of Qualitative Analysis .1 4.2.2.1 Guests’ Evaluation of the Decoration at Front Office Department 4.2.2.2 Guests’ Evaluation of the Reception Desk .1 4.2.2.3 Guests’ Evaluation of the Air – Conditioning, Cooling System 4.2.2.4 Guests’ Evaluation of the Lighting System 4.2.2.5 Guests’ Evaluation of the Wireless Network System and Communication Equipment at Front Office Department Student: Tran Nhu Y Code: 25213216625 Graduation Thesis ix Supervisor: Nguyen Thi Kim Man, M.A 4.2.2.6 Guests’ Evaluation of the Lobby’s Restroom .1 4.3 Overall Comments of Guests Through Evaluation about Facilities Quality of the Front Office Department at Risemount Premier Resort Danang 4.4 Strong Points and Weak Points 4.4.1 Strong Points 4.4.2 Weak Points 4.5 New Opportunities and Challenges in Business Development of Risemount Premier Resort Danang 4.5.1 Opportunities 4.5.2 Challenges CHAPTER 5: DIFFICULTS AND SOLUTIONS 5.1 Difficulties of Front Office Department at Risemount Premier Resort Danang 5.2 The Direction and Goals of the Front Office Department of the Hotel 5.2.1 The Directions of the Reception Department of the Hotel .1 5.2.2 The Goals of the Reception Department of the Hotel 5.3 Solutions to Improve the Facilities Quality of Front Office Department at Risemount Premier Resort Danang .1 CHAPTER 6: CONCLUSION AND SUGGESTIONS 6.1 Summary of the Findings 6.2 Summary of Suggestions 6.2.1 For Risemount Premier Resort Danang 6.2.2 For the Front Office Department 6.2.3 Suggestions for Faculty of English of Duy Tan University REFERENCE SUPERVISOR’S COMMENTS Student: Tran Nhu Y Code: 25213216625