An investigation into the real situation and some solutions to improving the service quality of housekeeping department at luxtery hotel

PH AN VO NU TH UY TR AN G– GR AD UA TI ON PA PE R IN EN GL IS H LI NG UIS TI CS 202 DUY TAN UNIVERSITY FACULTY OF ENGLISH PHAN VO NU THUY TRANG AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO IMPROVING THE SERVICE QUALITY OF HOUSEKEEPING DEPARTMENT AT LUXTERY HOTEL GRADUATION PAPER IN ENGLISH LINGUISTICS Da Nang, 2023 DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION PAPER AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO IMPROVING THE SERVICE QUALITY OF HOUSEKEEPING DEPARTMENT AT LUXTERY HOTEL Major: English for Tourism and Hospitality SUPERVISOR : HUYNH VU CHI TAM STUDENT : PHAN VO NU THUY TRANG CLASS : K25NAD9 STUDENT CODE: 25203114901 Da Nang, 2023 i Graduation Paper Supervisor: Huynh Vu Chi Tam ACKNOWLEDGEMENTS I would like to express my sincere gratitude to my supervisor for her invaluable guidance and support throughout the duration of this research project My unwavering commitment to my success has been instrumental in my growth as a researcher My thanks also go to the members of Luxtery Hotel who generously gave their time and shared their experiences with me Without their contributions, this research would not have been possible Finally, I am grateful to my family and friends for their unwavering support and understanding during this challenging journey Their love and encouragement gave me the strength to push through the difficult times and to strive for excellence ii Graduation Paper Supervisor: Huynh Vu Chi Tam STATEMENT OF AUTHORSHIP I declare that this research paper is entirely my original work, except where otherwise indicated, and has not been submitted for any other degree or examination at any other university All sources of information and assistance have been acknowledged, and the necessary permission to use any copyrighted material has been obtained I take full responsibility for any errors or omissions iii Graduation Paper Supervisor: Huynh Vu Chi Tam ABSTRACT This research looks at how well the housekeeping department is doing its job at Luxtery Hotel This hotel is well-known and respected for its great service Lately, some people have been worried that the housekeeping department is not doing a good job So, the research will look into this and try to find ways to improve things The researcher will watch what the housekeeping staff do, and figure out what's making it hard for them to their job well Then they will suggest ways to make things better The researcher will collect information by watching what happens at the hotel By doing this, the research hopes to help Luxtery Hotel continue to give better service and stay ahead of other hotels iv Graduation Paper Supervisor: Huynh Vu Chi Tam LIST OF FIGURES Figure 3.1: Business location Figure 3.2: Grand opening ceremony on Jun 2, 2017 Figure 3.3: Luxtery’s Organization diagram Figure 3.3: Luxtery’s Housekeeping Department Organizational 16 17 19 20 Chart Figure 4.1: Percentage of Inbound and outbound visitors Figure 4.2: A negative review of Luxtery’s services on 41 44 TripAdvisor Figure 4.3: A room attendant at work Figure 4.4: Reusable packaging of toiletries Figure 4.5: A positive review of Luxtery’s services on 46 47 49 TripAdvisor Figure 4.6: Luxtery’s lobbies and reception area Figure 4.7: Luxtery’s staff at work Figure 4.8: A training session 50 51 52 Graduation Paper Supervisor: Huynh Vu Chi Tam LIST OF TABLES Table 1: Types of rooms in Luxtery Hotels 25 Table 2: Educational levels of the housekeeping staff 29 Table 3: Number of visitors in 2019-2022 41 Table 4: The percentage of tourist satisfaction levels about the 55 quality of service at the housekeeping department at the hotel Student: Phan Vo Nu Thuy Trang Code: 25203114901 vi Graduation Paper Supervisor: Huynh Vu Chi Tam TABLE OF CONTENTS i ACKNOWLEDGEMENTS i ABSTRACT .iii LIST OF FIGURES iv CHAPTER I: INTRODUCTION 1 Rationale .2 Aims and Objectives Scope of the Study Method of the Study Structure of the Study CHAPTER 2: THEORETICAL BACKGROUND 2.1 Definitions of key concepts 2.1.1 Definition of hotels 2.1.2 Definition of housekeeping in the hospitality industry 2.2 The Role of Housekeeping in the Hospitality Industry 2.2.1 The Multifaceted Responsibilities of Housekeeping 2.2.2 Impact on Guest Satisfaction and Hotel Reputation .7 2.2.3 Contribution to Hotel Profitability 2.3 Key Factors Affecting Service Quality in Housekeeping .8 2.3.1 Staff Training and Development .8 2.3.2 Standard Operating Procedures (SOPs) 10 2.3.4 Communication .11 2.3.5 Technology and Innovation 12 2.3.6 Quality Control and Monitoring 13 2.4 Challenges in Housekeeping Service Quality .14 2.4.1 High Staff Turnover 14 2.4.2 Communication Barriers .15 Student: Phan Vo Nu Thuy Trang Code: 25203114901 vii Graduation Paper Supervisor: Huynh Vu Chi Tam 2.4.3 Inadequate Training 16 CHAPTER 3: CASE STUDY 18 3.1 Overview of Luxtery Hotel 18 3.1.1 General Introduction .18 3.1.2 Luxtery’s Organizational Structure .21 3.1.3 Luxtery’s services 23 3.2 Luxtery’s Housekeeping Department 25 3.2.1 Overview of the Housekeeping Department 25 3.2.2 Educational backgrounds of the Housekeeping Department’s Staff 29 3.2.3 The Housekeeping Department’s facilities 30 3.2.4 The Housekeeping Department’s services 32 3.2.5 The Housekeeping Department’s Cleaning Routine .34 3.2.5.1 Systematic Cleaning 34 3.2.5.2 Cleanliness and Maintenance of Guest Rooms 35 3.2.5.3 Cleanliness and Maintenance of Public Areas 37 CHAPTER 4: ANALYSIS AND EVALUATION 39 4.1 Current Situation of the Housekeeping Service at Luxtery Hotel 39 4.1.2 Evaluation of Cleanliness and Maintenance of Guest Rooms 41 4.1.2.1 Evaluation of Systematic Cleaning Process 43 4.1.2.2 Evaluation of Replenishment of Amenities 44 4.1.2.3 Evaluation of Enhanced Cleaning and Sanitation Protocols 45 4.1.3 Evaluation of Staff Performance and Training .45 4.1.4 Evaluation of Cleanliness and Maintenance of Public Areas .49 4.1.5 Evaluation of Guest Satisfaction and Interaction 51 4.2 The strengths of Luxtery’s Housekeeping Services 54 4.3 The weaknesses of Luxtery’s Housekeeping Services .56 CHAPTER 5: DIFFICULTIES AND RESOLUTIONS 59 Student: Phan Vo Nu Thuy Trang Code: 25203114901 viii Graduation Paper Supervisor: Huynh Vu Chi Tam 5.1 Difficulties 59 5.1.1 Cleanliness and Maintenance of Guest Rooms 59 5.1.2 Staff Performance and Training 60 5.1.3 Cleanliness and Maintenance of Public Areas 61 5.1.4 Guest Satisfaction and Interaction 63 5.2 Solutions to Better Luxtery’s Housekeeping Services 64 5.2.1 Staff Development and Retention 64 5.2.2 Efficient Resource Management 64 5.2.3 Enhancing Guest Satisfaction 65 5.2.4 Improving Communication and Collaboration 65 5.2.5 Crisis Management and Adaptability 65 5.2.6 Balancing Speed and Quality .66 CHAPTER 6: CONCLUSION AND SUGGESTIONS .67 6.1 Conclusion 67 6.2 Study’s limitations 67 6.3 Suggestions for Luxtery Hotel 68 6.4 Suggestions for English Faculty of Duy Tan University 69 REFERENCES Student: Phan Vo Nu Thuy Trang Code: 25203114901