Trang 5 ABSTRACT Trang 6 FIGURE Trang 7 TABLES Table 3.1: Facilities of Room...24Table 3.2: Facilities of Restaurant...26Table 4.1: Labors of Structure of Receptionist Department at Se
INTRODUCTION
Scope of the Study
The scope of space: research on the service process of the front desk department at Sea Front Danang hotel, as well as find solutions to improve the service quality of the receptionist department at this hotel.
Time range: Using 2019 statistics and documents.
To conduct this research, I used several methods: observation, analysis- synthesis, evaluation.
- Observation method: to get the necessary information, how the hotel departments, the receptionist department work to find out the strengths and weaknesses.
- Analysis-synthesis method: see how other departments affect the work process of the receptionist department, then synthesize all data and information related to the hotel in general and the hotel department reception in particular to provide a solution.
- Evaluation method: after fully synthesizing information, we evaluate the service quality of the receptionist department, thereby offering enhanced solutions and the best working process for this department.
Organization of the Study
Chapter 1: The introduction is the rationale, aims, scope, method of study, and study’s organization.
Chapter 2: Theoretical background in tourism, hotel, front office department
Chapter 3: The general information about Sea Front Hotel.
Chapter 4: Analysis and evaluation the real situation and solution of the welcoming-guest services of Front Office Department at Sea Front Hotel.
Chapter 5: Some difficulties and solutions to improve the quality of reception services at the Sea Front Hotel.
Chapter 6: Conclusion and some suggestions to improving the service quality of theFront Office department at Sea Front Hotel.
THEORETICAL BACKGROUND
Tourism
- There are many concepts of tourism, each scholar, each researcher offers a different concept, but I think:
- Tourism is a business activity that provides services such as transportation, accommodation or entertainment to people on vacation.
- Tourism is the movement from one place to another by an individual or a group
- Traveling is going somewhere to rest and relax, visit beautiful places, historical sites or eat on delicious food,
- Tourism can be domestic or international.
- In 1976, the Tourism Society of England's definition was: "Tourism is the temporary, short-term movement of people to destinations outside the places where they normally live and work and their activities during the stay at each destination It includes movements for all purposes."
Types of tourism are classified according to many different criteria: by pure purpose, by territorial extent, by geographical characteristics, by form of organization, …
Besides the classifications of forms of tourism mentioned above, there are still other ways of classifying forms such as:
Classified by journey time: Short-term travel and long-term travel
Classified by means of transportation: Bicycle travel, car travel, plane travel, train travel, boat travel, etc.
Classification of tourism by age: tourism for children, students, tourism for adults, the elderly
Travel by contract mode: Partial travel, package tour
- Hotel is a Legal business hotel, multi-storey building, solid, high, beautiful, many bedrooms, fully equipped with necessary items and equipment to welcome guests from far away residence or vacation for the purpose of making a profit.
- The hotel is a place to help tourists have a place to live and rest after a long journey and a place to eat and drink.
- Normally, housing is spending money to buy land to build a house and live for the rest of your life As for the hotel, guests who spend a few days' rent will have to pay an amount equivalent to the number of days they stay The hotel will also provide you with all the essentials needed to live Hotels are usually built in the city center, where there are many services such as markets, bars, restaurants, or cool places with bonsai, sea,
- The hotel serves both domestic and foreign guests
Classified by type of service
Classified by number of rooms
Front Office Department
2.3.1 Introduction to the Receptionist Department
- A receptionist is a person who works in a place such as a hotel, restaurant, spa, office or hospital who greets and helps visitors answer any questions.
- Greeting guests at the front desk by greeting, welcoming, directing and announcing guests appropriately
- Reception is considered the "face" of each hotel.
- This department is also known as the "nervous center" of the hotel.
- Receptionists perform various administrative tasks, such as welcoming guests, answering phones, providing information to guests, handling complaints, selling services (laundry, restaurant, spa, )
2.3.2 Responsibilities of Receptionists in the Hotel
Responsibilities of the Hotel Receptionist:
Performing the check-in process
- Inviting guests to choose a room, reconfirm the information and services booked.
- Noticing meal times, hotel services to inform guests
- Handing over the key to Bellman to lead guests up to check in.
- Declaring temporary residence and complete documents for customers
Consulting to sell services to customers
- Introduction of hotel services: cuisine, spa, gym, laundry,
- Introducing the services of affiliates: car rental, tour booking, sightseeing tickets, buying souvenirs,
Serving guests during their stay
- Maintain items for guests (money, keys, personal belongings, )
- Resolving negative feedback from guests
- Receiving items to help customers
- Assisting in booking train and plane tickets and provide schedules when there are changes for guests
Performing the check-out process
- Getting the key/card back to the room
- Asking customers about the quality of service and furniture like? How do you feel while staying at the hotel?
- Reconfirming with customers the services used
- Noticing the amount to be paid
- Returning identification documents to customers
- Smiling and see off guests
2.3.3 Organizational Structure of the Receptionist Department
Front Office Manager is the head of the front office, operating the front desk according to the standards set by the hotel Such responsibilities will include: supervising and urging staff to comply with hotel regulations and work in the most professional manner; Welcome and see off guests (VIP guest, patrons, longtime guests); are always there to deal with bad feedback from customers, organize professional training for employees and some other work.
Front Office Supervisor is the person responsible for arranging, supervising and coordinating the work of receptionist staff, working under the management of Front Office Manager Just like the manager, they are responsible for welcoming group and VIP guests Besides, they also have to train professional knowledge for staff, receive customer feedback and offer the most reasonable solution for guests.
Every hotel has a lobby department The staff works here under the supervision and support of the Front Office Manager This position will be responsible for overseeing other departments such as reception, reservation staff,customer care staff, etc In general, operating the front desk department as well as
Serving Process of the Front Office Department
The reservation department belongs to the lobby block, under the management of the hotel reception manager This department has the main task of receiving and processing booking-cancellation requests of guests Besides, they also have to use sales skills to convince customers to rent rooms at higher prices to bring profits to the hotel.
2.4 Serving Process of the Receptionist Department
Customers will choose the hotel to stay and make a reservation in advance via online or phone directly to the hotel's hotline number to make a reservation. Therefore, the promotion of information on social networking sites or good feedback from customers who have stayed are the factors that help customers know the hotel Not only that, they choose our hotel through the recommendation of relatives - friends or good impressions when staying in a previous trip, so they want to come back, etc In particular, the hotel choice of guests is also influenced by the persuasion of the booking staff.
Whether a customer has a good or sympathetic impression depends on the booking staff, they need to have good communication and sales skills, the ability to process and store information during the booking process Such information will help the hotel welcome and serve guests in the most thoughtful way
- Greet guests with a smile Don't forget to ask if the customer is tired of traveling
- Let the guest choose the room (if not booked in advance) or confirm the booking information (if the guest book in advance) then let the guest check in.
- Introduce and provide full information about the hotel's services, incentives (for loyal customers if any) and inform the hotel's regulations to guests.
- Hand over the key/card to Bellman to lead the guest up to the booked room.
- After the guest has entered the room, the front desk staff completes the documents and completes the procedures for declaring temporary residence for the guest.
During this stage, the receptionist staff introduces guests to delicious restaurants, specialties, attractions or festivals take place in the area to make a good impression on customers and at the same time coordinate with other departments to encourage customers to use the hotel's services
Receiving items when guests are away, call a car when guests need them, keep things for guests when they ask Those little things will help us score points in the eyes of customers.
The receptionist is always on call 24/24 to receive and handle guest complaints when they need it, regularly take care of customers so that they are always satisfied during their stay.
This is the stage for the hotel to create an impression of the quality of service and professional skills of the staff so that guests can return or recommend to friends and relatives to create a source of potential guests for the hotel.
- Asking about the guest's feelings during their stay at the hotel
- Checking-out procedures for guests.
- Getting back the key/card to the room.
- Giving the customer an invoice and encourage them to come back next time because the hotel has a loyalty program for loyal customers.
- Good bye and see guests again.
Noting: Before the date of check-out, the front desk staff must regularly update the services that guests use and calculate the amount to be paid with the name of the service used in advance so that the payment date does not take time of guesting This will contribute to customer satisfaction with quick check-out, the chances of guests choosing our hotel to stay in the next time will be higher.
Requirements for the Front Office Staff
2.5.1 Requirements for Professional Knowledge and Skills.
- Good communication and sales skills
- Mastering the legal regulations related to the profession
- Understanding the rules of the hotel.
- Basic knowledge of accounting, computer, office,
- Finding out about local attractions, interesting and unique tourism to introduce to customers
- Understanding a number of diplomatic rules, etiquette, customs, guest psychology of some countries
- Basic knowledge of history, culture, geography, society, security, safety,environmental protection, etc.
For the current hotel, the receptionist must know at least 1 language (that is English) because the current trend of tourists is mostly foreigners, so we need to communicate fluently, knowing another language is an advantage for me But for a 4-5star hotel, it is mandatory to know at least 2 languages, which is English and 1 other language (Japanese, Korean, Chinese) to meet the requirements.
Using common computers, know how to use basic office computer software such as Work and Excel.
- Dynamic, agile, resourceful and flexible in handling situations.
- Diligent, meticulous, accurate and efficient work.
- Opening, hospitable, cordial, polite, respectful and enthusiastic to help guests.
- Teamwork, ready to support and help other employees.
CASE DESCRIPTION
Sea Front Hotel Overview
- Address: 240 Vo Nguyen Giap Street, Son Tra District, Da Nang city
Sea Front Hotel at 240 Vo Nguyen Giap, Phuoc My Ward, Son Tra District, City.
Da Nang, facing the beautiful beach of My Khe The hotel is 4km from Da Nang International Airport, 2km from the city center, 4.3km from Marble Mountains and 3.5km from Cham Museum Just a few steps, you can immerse yourself in the sea. Sea Front Hotel is the ideal location for your holiday in Da Thanh.
Sea Front Hotel is a prominent white-painted high-rise building on the coastal neighborhood of My Khe With modern architecture, full equipment and professionalism of the staff, you will surely be satisfied with all the services here.
A special feature of the hotel is the frontage facing the sea From the high floor of the hotel, you can enjoy the view of the clear blue My Khe sea with the boats in the distance That's also why the hotel is called "Sea Front".
Sea Front Hotel is a 3-star hotel with a system of 59 rooms and 22 luxury apartments The entire interior with modern and complete equipment, luxurious amenities, airy space structure, facing the sea will bring relaxing moments, cozy feeling like in your own home The room is fully air-conditioned, television, safe, reception desk The attached bathroom is large, clean and fragrant You get free toiletries, towels, slippers
The 24-hour front desk helps you check-in and check-out quickly You can enjoy a variety of Asian, European and local seafood dishes prepared by professional chefs in the cozy restaurant area, delicious and fresh drinks in the bar area.
In addition, for the convenience of customers, Sea Front Hotel also has laundry service, air ticketing service, office service, motorbike and bicycle rental, assistance for guests to move from the airport.
The dedication, thoughtfulness and professionalism of Sea Font Hotel will satisfy the most demanding customers.
3.1.2 Sea Front Hotel’s Operation System
Figure1: Sea Front Hotel’s Organizational Structure 3.1.2.1 Functions and Tasks of each Department
The main parts of the hotel include:
The front desk department is the link connecting the departments in the hotel to meet and satisfy the needs and desires of guests during their stay, to assist guests when needed and when guests have difficulties in certain problems, survey the satisfaction level of guests about facilities, skills and service attitude of staff, service quality.
The work of the reception department at Sea Front hotel is carried out according to a fixed schedule.
There are 4 stages: the stage before the guest arrives at the hotel, the stage when the guest arrives at the hotel, the stage when the guest stays at the hotel, the stage when the guest completes the payment Check in and leave the hotel The specific duties of the front desk department are shown through the following operations:
- Letting the guest choose the room type (in case not booked), confirm the information with the guest about the room type booked (in case booked) Then confirm the information 1 more time.
- Introducing the hotel's services (laundry, buy tickets to visit, spa, ) and encourage guests to use.
- Doing check-in and check-out procedures for guests
- Making temporary registration for guests
- Monitoring and updating room status daily
- Providing guests with information about the hotel as well as information about delicious restaurants, beautiful beaches, places to visit, festivals,
- Receiving and resolving customer complaints during their stay
- Updating and summarizing all expenses incurred during the guest's stay at theHotel
- Paying and seeing off guests
Providing the main products and services at the hotel such as housekeeping, laundry, bringing high profits to the hotel; responsible for the remaining time of the customer at the hotel; Work closely with the front desk department in selling and providing room service., laundry, cloth storage, public hygiene, trees, flower arrangements
- Preparing rooms, regularly clean rooms and sanitize areas in the hotel, ensure rooms and hotel are always in a clean condition and ready to welcome guests at any time
- When guests check out, they must check the condition of the room, equipment, items and other items in the room when cleaning.
- Receiving and deliver guest service services, notify the front desk staff of problems related to the room so that the front desk staff can promptly handle it.
- Understanding the situation of guests renting the room
- Coordinating with other departments to serve customers
Business and serve the needs of customers in order to generate profits for the business It ensures to satisfy the needs of consumers as well as tourists today.
- The area to choose dishes is always full, there is no shortage of dishes
- Making a meal menu at the request of the guest or suggest for the guest to choose the menu according to the hotel
- Organizing meals with process, professional in serving
- After the meal, organize to clean up and rearrange utensils and eating utensils to be as neat as when you were in the morning Then, strictly comply with the regulations on handing and receiving shifts and handling the remaining jobs, ensuring continuous and high-quality customer service requirements.
Ensuring the safety of customers, hotel property and customers, responsible for security in the hotel
- Supporting customers when having problems
- Security patrol the hotel 24/24 (staff on shifts on duty)
- For this hotel, the security guard will also be responsible for keeping the car, assisting the front desk in guiding and transporting guests' luggage in and out of the hotel.
- Organizing and arranging officers and employees
- Issuing institutions and working regulations
- Monitoring and evaluating employees of all departments and receive comments from superiors, directly manage employees
- Organization of recruitment and training of employees
Deciding on financial strategies; find capital, source of capital for the hotel; Monitor, manage and report revenue, expenditure, debt
- Preparing documents in the formation and use of capital
- Preparing documents to determine the business results of each department and the whole hotel
- Preparing monthly, quarterly and yearly financial reports
- Managing and monitoring revenue and expenditure.
Managing and monitoring technical systems and equipment in the hotel to ensure good operation, without problems or malfunctions during operation
- Regular monitoring and maintenance of equipment in the hotel
- Repairing tools and equipment when required by other departments
- Performing stage decoration, sound preparation for the hall when the hotel has conference, seminar or when required
Standard room 01 double bed or 02 single beds All rooms have windows,with sea view to receive natural light.
From the Deluxe rooms arranged on the high floor, with the advantage of direct sea view, customers can enjoy the beauty of the romantic My Khe beach at night or the majestic Son Tra peninsula.
Deluxe rooms are designed in a unique style to create a relaxing and fresh atmosphere.
The apartments at Seafront Hotel are suitable for businessmen and tourists staying long-term in Da Nang Each apartment is fully equipped with modern amenities including a luxurious living room and spacious airy bedroom with large windows overlooking the view of My Khe beach, which is known as one of the most beautiful beaches in the world The most attractive beach on the planet voted by the famous Forbes magazine.
This is also an ideal room for a romantic honeymoon, anniversary or a getaway. You can enjoy the perfect and peaceful picturesque beach through the glass windows while enjoying a glass of wine and watching the dreamy sea breeze every night.
Regulations on cancellation of room change:
- Cancellation 10 days in advance (except Saturday, Sunday, Holiday, NewYear) compared to the date of check-in: no charge
- Cancellation within 10 days (except Saturday, Sunday, Holiday, New Year) compared to the date of check-in: 100% of the first night's room charge will be charged
- Cancellation within 06 days (except Saturday, Sunday, Holiday, New Year) compared to the date check-in or no-show: 100% of the total booked room rate
- Cancellation 24 days in advance (except for room cancellations) Saturday, Sunday, Public Holiday) compared to the date check-in: no charge
- Cancellation within 24 days (except Saturday, Sunday, Holiday, New Year) compared to the date of check-in: 100% of the first night's room charge will be charged
- Cancellation within 17 days (except Saturday, Sunday, Holiday, New Year) compared to the date of check-in: 100% of the total room rate for two nights will be charged
- Cancellation within 10 days (except Saturday, Sunday, Holiday, New Year) compared to the date check-in or no-show: 100% of the total booked room rate.
* Period Holidays, New Year all bookings are non-refundable, non- cancellable, non-changeable.
Regulations on children and extra beds:
Maximum 01 child under 11 years old free of charge sharing bed with parents, surcharge:
- Children under 06 years old free of charge sharing bed with parents, breakfast included
- -Children from 06 to under 11 years old, breakfast surcharge: 100,000VND/child/night.
- Children from 12 years old are charged as adults, breakfast surcharge: 200.00 VND person/night
Real Status and the Performance of the Front Office Department at Sea
3.2.1 Introduction to the Front Office Department
The front office department is very important to the hotel, so it has many different names such as "neural center", "most exposed department",
"representative face of the hotel", "salesman" It provides all the information that customers need when staying at the hotel.
The front office department must be on call continuously to solve guest complaints to give the best solution for customers until they feel satisfied Because of the contact with customers, this department understands very well the psychology and preferences of customers Playing an important role in making a good impression on the hotel, deciding the success in promoting and introducing the hotel brand far away, this department must master a lot of skills, the art of communication and have a wealth of knowledge.
3.2.2.1 Framework Organization of the Receptionist Department
Figure 2: Organization chart of the Receptionist Department
With a team of professional staff, Sea Front hotel has made an impression and received many good feedbacks about the quality of service as well as the quality of customer service.
- Monitor and manage all front office activities.
- Professional training for front office department.
- Resolving customer complaints and grievances.
- Managing and storing customer information.
- Welcoming guests and doing check-in and check-out procedures
- Processing and confirming booking requests.
- Updating guest booking information on the system.
- Coordinating with reception to selling rooms.
- Helping guests with luggage, lead guests to the front desk for check-in procedures.
- Receiving the key from the reception to bring guests up to the room
- Ensuring safety for customers (people and property) and hotel, employees
- Monitoring security cameras to promptly handle incidents
To best support for guests at the hotel, the working time is divided as follows: Front Office department is 24/24 and divided into:
- Polite, friendly attitude, always smiling and neatly dressed, showing a dynamic, agile and equally graceful demeanor
- Knowing how to handle customer complaints and handle some common situations well
- Staying calm and in control in all situations, control your own emotions even when the customer is angry.
3.2.3 Serving process of the Receptionist at Sea Front Hotel
When traveling, Customers will definitely choose a hotel to rest For our hotel, customers often book based on good feedback on the website, advertising services, referrals on social networking sites such as Facebook, Instagram, including full information about the hotel such as location, prices, services, and recommendations from friends and relatives.
In particular, what makes customers most satisfied when booking is due to the handling and communication of the booking staff To impressing customers, reservation staff requires good communication and sales skills Receive information accurately and quickly including personal information, room type, length of stay, number of guests.
The collected data will be updated to the system for the front desk staff as well as the hotel to best welcome customers.
During the guest arrival period, according to the updated information of the booking staff, all work will take place as follows:
When the security guard opened the car door for the guest, the staff member carried the customer's luggage and led the guest to the front desk The receptionist then conducts check-in procedures for the guest, introduces the hotel's services as well as the information that the guest requires.
After completing the check-in procedures, give the key to Bellman to lead the guest to check-in
Finally, the receptionist completes the rest of his work such as declaring temporary residence information for guests, arranging papers neatly,
During the guest's stay at the hotel, all activities take place as follows:
For front desk staff: Coordinate with other departments to serve customers in the most attentive and dedicated way.
Timely handling of requests and complaints of guests until the customer is satisfied to create reliability for customers.
Helping guests receive items as well as hold items for guests when they need it.
The receptionist contacted the housekeeping department to conduct a room inspection
During the room check, the front desk probes the guests' feelings during their stay at the hotel (in terms of service quality, is the service attitude of the staff enough to meet your requirements?)
If there is no problem checking the room, the receptionist will check out for guests and summarizes all services and costs incurred, makes payment invoices for customers.
The receptionist receives the room key and returns the identity document to the guest
Greeting customers and hope to see guests again as soon as possible
Our hotel has 2 ways to book room:
The booking process also follows the correct procedure:
- Guests come to book a room, staff happily greet guests -> create sympathy between guests and staff, let guests feel that they are always ready to serve them
- Introducing the room types and advise the correct price, in accordance with the customer's requirements so as not to have trouble during the check-out process.
- Asking for customer information (address, phone number, personal papers and some guest information).
- Introducing hotel services as well as external affiliate services.
- Reconfirm all booking information with the guest and ask the guest to sign the confirmation.
- Updating information on the system so that other departments can easily track and serve customers in the best way.
- For guests who book rooms by phone, the reservation staff also follow the same order as above and update the system so that the front desk department can monitor and welcome customers more attentively.
When receiving a booking request from an intermediary company, which is usually a group booking, the staff also follows the same process as direct booking. The intermediary company will be responsible for sending the customer list to our hotel Receive booking information, the receptionist will call back to confirm the information and update the system to understand the booking status of the guest. The activities take place as follows:
- Cleaning the front desk and reception area.
- Contacting the room department to check the room, make sure the room is always clean and always ready to welcome guests.
- For group guests, our hotel usually prepares cold towels, tea to invite guests, and places greeting letters in the room.
- Welcoming and checking in for guests.
- Filling in the customer's information in the registration form.
- Coordinating with guest departments to serve the delegation during their stay.
ANALYSIS AND EVALUATION
Analysis
4.1.1 Functions and Tasks of Sea Front Hotel
Sea Front Hotel DaNang is a 3-star international standard hotel Like other hotels, this hotel also has the following main functions: accommodation business, catering services and additional guest services such as entertainment, spa, etc All these functions are tailored to the needs of customers and their ability to pay.
- Doing business in accordance with the field and function that the hotel registered at the time of construction.
- Complying with the provisions of the law.
- Doing a good job of protecting the environment and keeping the surrounding security.
- Especially the departments in the hotel must work together to develop and raise the hotel level to 4 stars or higher.
4.1.2 Labor structure and facilities of Sea Front Hotel
Table 4.1: Labors of str uc ture of receptionist department at Sea Front hotel
From the table of labor structure of the reception department at Sea Front hotel, we have some comments as follows:
Personnel includes 10 employees, including 2 front desk managers and 4 receptionists For a 3-star hotel like Sea Front, it can temporarily meet the job. However, on peak days, when the work doubles, this number of employees is definitely not enough to serve and support customers.
The hotel's receptionists are mostly young people, under 30 years old and have graduated from university According to my contact, they are very enthusiastic people at work, well-spoken Because the employee are young, their experience is still immature, handling arising situations is not as rational and wise as previous generations.
All are fluent in English, office computers, good-looking appearance, good health, language communication skills, professional skills,
-> Recruit more staff to serve the peak season with many years of experience in the profession and know some foreign languages such as: Chinese, Korean
The hotel should continue to upgrade facilities to ensure the best quality of customer service Below is a summary of the facilities that the hotel has:
Table 4.2: The Number of Hotel Facilities in 2022
- Total number of restaurants and conference rooms
Business Performance of the Sea Front Hotel
Hotel business is a business activity on the basis of providing accommodation, dining and additional services to customers to meet all their dining, resting and entertainment needs in different locations tourist destination for the purpose of making profit.
4.2.2 Business Results of the Sea Front Hotel
Table 4.3: Hotel arrivals in the two years 2021-2022
For domestic guests: In 2021, there are only 1023 guests staying at the hotel, in 2022, there will be 1625 guests In comparison, the number of visitors has increased by 606 people Because the covid-19 epidemic year lasts from 2021 to mid-2022, the number of guests to the hotel is not much.
Like domestic tourists, international visitors also increased to 2612 arrivals, accounting for 23% In which, in 2021, there will be 115 visitors and in 2022, there will be 2,125 visitors.
Sea Front Hotel's main source of revenue is international guests.
Revenue Profile of Sea Front Hotel in Recent Year
Table 4.4: Revenue Profile of Sea Front Hotel 2021/2022
The accommodation revenue increased from 4,654 million (in 2021) to 8,596 million (in 2022) which means an increase of 3,942 million (up 84,7%) In which, the number of international visitors accounted for more than domestic tourists. The reason for the increase in accommodation prices is due to the upgraded facilities, good service quality and the attitude of the staff, which has attracted tourists to stay at the hotel.
Revenue from dining increased to 316 million, equivalent to 13.4%,increasing from 2,341 million (in 2021) to 2,657 million (in 2022).
Comparing the total cost (39.2%) with the total revenue (47.1%), we see that the growth rate is not fast, so it is clear that the hotel has a very reasonable cost reduction policy.
Total profit increased to 1,418 million, equivalent to 73.2%, which shows that the hotel is increasingly developing, building many practical and correct plans.
Having the development like today is thanks to the large number of staff of the hotel in general and the reception department in particular In order to gain points in the eyes of customers, the staff of this department must rotate to work 24/24.The results of that work are reflected in the number of guests coming to the hotel and the revenue the hotel receives.
Operation Situation of FO Department at the Sea Front Hotel
4.4.1 Technical Facilities at FO Department at Sea Front Hotel
Table 4.5: Technical Facilities of the Receptionist Department
The receptionist department is a potential and important part of the hotel, so this department must always be fully equipped with technical equipment to support the work.
Facilities on display at the front desk include: computers, printers, telephones, interphones, payment card machines On the wall of the reception area of the Sea Front hotel are hung clocks of some places such as: HA NOI, TOKYO, NEWYORK, LONDON Telephone contact with domestic and foreign.
The table above includes 6 devices In which, 2 devices need repair and 4 are still in good use.
4.4.2 Staff Qualification of the Receptionist Department
For the current situation, the hotel industry is an industry with a high proportion of skilled and professional workers The hotel succeeds and thrives, it directly affects the quality of service, which depends on the qualifications of the staff Especially the front desk department, which is considered the head office of each hotel.
Position Quantity Gender Foreign Language
In general, the receptionist department plays a very important role for the hotel in attracting tourists as well as generating revenue for the hotel.
This is demonstrated by the following characteristics:
Looking at Table 4.7, we also see that most of the staff in the receptionist department are fluent in English, so communicating with guests and serving customers is always accurate and effective, so we receive many positive comments pole However, Sea Front hotel welcomes a lot of guests from many different countries, but some of the staff only know one foreign language, so it is difficult to communicate.
- Not taking the initiative to solve the situation, not being serious at work, leading to low-quality work performance.
- In order to get the results like today, thanks to the working process that the hotel proposes, employees follow that process to perform and meet the reception skills.
- Flexibility in selling rooms to suit guests' requirements.
- Agility in persuading customers to use the hotel's services.
- Although it is a 3-star hotel, it still has a full range of modern and high-quality equipment at the front desk.
- Always keep calm and professional attitude while solving problems with customers.
Evaluation of the Service Quality of the Receptionist Department at the
Because of the limited time and the hotel constantly picking up guests, the survey becomes very difficult I created a 5-questions survey and conducted a direct customer survey during my 6-week internship at the hotel.
The survey table is as follows:
The survey of service quality of the receptionist department at Sea
Front Hotel Tên (Name): Tuổi (Ages): Quê quán (Home town):
Số điện thoại (Phone number):
4 Quick check-in and check-out procedures
5 Resolve feedback smoothly and quickly
4.5.1 Evaluation of the Receptionist's Attire
The receptionist department is the face of the hotel, the first contact with customers Therefore, the way you dress, talk, and service attitude are always noticed by customers and are very important to the hotel If you are a customer who spends money at a hotel to relax, what do you want in return? Of course, you will want to be warmly welcomed by the hotel, talk happily and friendly to make you feel comfortable and comfortable And the person who can do this is none other than the receptionist Therefore, when meeting customers, the front desk staff must first wear clean, well-groomed clothes, neat hair and a bright smile and smiling eyes That is the basic job that every receptionist must have That is the first turning point that the staff must go through and receive a good assessment of the quality of the hotel's staff.
Table 4.7: Evaluation of the Receptionist's Attire
Target Number % " Receptionist has impressive costumes”
4.5.2 Evaluation of the Spirit and Service Attitude of the Receptionist
The staff is very young, most of them under 32 years old, working with enthusiasm and dedication to the profession, but there are many shortcomings. Working in this department, accuracy and professionalism are very important, so Sea Front hotel is trying to gradually train more professional staff to serve customers Looking at the evaluation table, we can also see that this department has not been completed and exploited to the full capacity of employees.
* Evaluate the Service attitude of the receptionist
Table 4.8: Evaluate the Service Attitude of the Receptionist
Target Number % " Enthusiastic and considerate service "
4.5.3 Evaluation of the Professional Qualifications of the Receptionist
Table 4.9: Evaluate the Receptionist's Language Proficiency
Very satisfied Satisfied Normal Not satisfied
Looking at the evaluation table, we can see that very satisfied customers account for 50%, satisfied customers account for 20%, which means that our staff's English level can only meet 70% when communicating with international guests
While the remaining 30% is normal and not satisfied, it is the number of visitors from other countries Therefore, our hotel should train and encourage staff to learn other languages such as Korean, Japanese, Chinese or hire more staff who know these languages Only then can the hotel satisfy customers 100%.
*Regarding the speed of check-in and check-out procedures for guests
Table 4.10: Evaluate the Speed of Processing Room Registration and Check-out
% " Quick check-in and check-out procedures "
The procedure of room registration and check-out at Sea Front Hotel is very simple, the receptionist will ask the customer's information and then help the guest to fill in the system, the customer just needs to confirm and sign the job very fast player Therefore, it has received good customer feedback 40/47 feedback The remaining 6 responses were normal and 1 were not satisfied, indicating that some customers still have to wait for the check-in or check-in takes a long time. Therefore, the hotel should review the check-in process if there are any problems to promptly change or how to receive guests that make guests unhappy to promptly overcome The hotel must understand the psychology of guests that “Waiting is very frustrating and annoying”
*Regarding the handling of customer complaints
Table 4.11: The Rating on the Front Resolving Guest Complaints
Target Number % " Resolve feedback smoothly and quickly "
Regarding the problem of dealing with good feedback from guests during their stay at the hotel, the front desk did a good job but still not called excellent. According to the data table, we see that there are 17 very satisfied customers and
28 satisfied customers This proves that employees are very interested in customers, always available when customers need or answer questions from customers anywhere, anytime I find that the staff is very attentive to listen when guests complain and immediately admit the fault even though it is not clear whose fault it is Then learn how to explain to guests and fulfill their wishes if it is reasonable Thereby we see the calmness and flexibility of the staff.
Therefore, as soon as something happens, it will be seen that the working style of this department is very professional and responsible for the profession.
Strong Points and Weak Points of Receptionist Department
As you all know, Sea Front Hotel is being noticed by many tourists and chosen as a place of residence when traveling To have the success as it is now all thanks to the enthusiastic contribution of the staff in the hotel The staff is very professionally trained, so there are many advantages that bring the hotel a large number of tourists and high revenue in the coming year Specifically, the advantages are:
All front desk staff are fluent in English, besides some people know both Chinese and Japanese Although it is a 3-star hotel, the foreign language level is not inferior to the guest other hotel
Communicating very fluently and quickly, know how to use words to act skillfully to satisfy customers
Broad understanding of culture, society, history, geography, etc.
Proficient in the use of computers at work
Working very seriously, on time, honestly, diligently and strictly follow the service process set out and regulations of the hotel, so the work is very effective.
Ability to convince customers and solve problems and complaints of customers very well
Most of the employees are young, so they work very dynamic, agile, friendly, cheerful but still show a considerate, respectful and helpful attitude to customers.
The receptionist department is the face of the hotel, the workload is also very large, so there is a lot of pressure in the work but there are some shortcomings:
Most of the staff are young staff, although working very actively and enthusiastically, but the style is not really professional as the hotel wants and proposes.
The staff are not engaged with each other
Some staff have bad attitude, not welcoming, happy with customers
Communication skills and foreign language skills have not been carefully trained, so they cannot keep up with the development and situation of foreign guests coming to the hotel Causing confusion in communication.
CHAPTER 5: SOME DIFFICULTIES AND SOLUTIONS TO IMPROVE THE QUALITY OF RECEPTION SERVICES AT THE SEA FRONT HOTEL 5.1 Difficulties
Faulty computer software does not meet the needs of the reception
The number of guests of the hotel doubled, so the workload is also a lot, so the situation of customer dissatisfaction is a frequent occurrence through points such as: lack of seats, lack of drinking water, lack of service staff
The foreign language proficiency of Sea Front Hotel reception is very limited, most of the staff can only speak English, some speak little Chinese
The technical equipment has not met the function in hot summer
Changing software to suit today's developed society.
Developing new strategies to attract tourists and make guests focus on the hotel's brand.
Always monitor and manage the employee's working process to avoid unnecessary errors.
Paying attention to develop brand advertising on social networking sites.
Increasing the number of waiting chairs in the hotel lobby, recruit more staff to serve customers, not only serve cool water, the hotel should add a few candy cans or cakes for guests to sip while waiting.
The hotel should open an advanced training course for the staff of this department about communication skills and other foreign languages or recruit staff with at least 1 year of experience in this position and fluent in languages such as: Chinese, Korean, Japanese.
Adding more air conditioners, replacing the sunshades with bright colors.
Solutions
Changing software to suit today's developed society.
Developing new strategies to attract tourists and make guests focus on the hotel's brand.
Always monitor and manage the employee's working process to avoid unnecessary errors.
Paying attention to develop brand advertising on social networking sites.
Increasing the number of waiting chairs in the hotel lobby, recruit more staff to serve customers, not only serve cool water, the hotel should add a few candy cans or cakes for guests to sip while waiting.
The hotel should open an advanced training course for the staff of this department about communication skills and other foreign languages or recruit staff with at least 1 year of experience in this position and fluent in languages such as: Chinese, Korean, Japanese.
Adding more air conditioners, replacing the sunshades with bright colors.
CONCLUSION AND SUGGESTIONS
Suggestions
This essay aims to offer solutions to improve the service quality of the front desk department at Sea Front hotel
- The hotel should improve the facilities of the reception department such as placing more tables and chairs in the lobby to avoid having enough seats in the peak season.
- Changing the software to manage the reception because more and more work, the more society develops, the current software is not enough to lose staff time as well as work productivity.
- Changing the printer due to bold and light printing does not guarantee the quality of customer service.
- Should buy more shelves to display all kinds of books introducing the hotel, introducing the beaches, famous landmarks of the hotel, the hotel's services for guests to refer to in advance, which will save guests' time staff.
- Currently, the reception department is short of staff, so it has to work with the human resources department to recruit more people, giving priority to those who have many years of experience and know more Korean or Chinese because recently guests have stayed are Korean and Chinese.
- Expanding professional training classes and skills not only for managers but also for employees because this is the person who faces and serves customers directly.
- Along with the reprimand for not working seriously, the hotel should have a reward policy for excellent and good employees so that they have the motivation to develop their full productivity and dedication to the hotel.
- Coordinating with other departments in the hotel such as:
+ Room department: exchange information to preparing a clean, fast and accurate room to always be in a state of readiness to welcome guests.
+ Marketing department: developing incentive programs, business policies, creating more products and services for the hotel and promoting the image of the hotel to go further to attract domestic and foreign tourists.
+ Technical department: promptly handle material problems, room equipment system to always ensure quality rooms for guests.
Conclusion 49 REFERENCES
In today's developed society, tourism is the industry that brings the most revenue to the economy To affirm its position in the industry, the hotel is constantly developing a plan to open training classes and foster professional skills as well as basic skills that employees must have to attract domestic tourists and abroad in order to bring high revenue and efficiency to the hotel In addition, the hotel must re-enhance the facilities, new technical equipment, change new software for the ceremony department to keep up with the advanced development era, not only bring high efficiency and performance work is also increased rapidly.
Secondly, the customer is considered as an intermediary to promote the hotel's brand to many people through word of mouth and information transmission. Therefore, in order to make a good impression on customers during their stay and decide whether they will return or not, recommending family and friends to the hotel or not is also thanks to the attentive and enthusiastic welcome service of the receptionist.
Thirdly, after 4 years of acquiring knowledge at Duy Tan University, 6 weeks of internship at Sea Front Hotel Da Nang with the meticulous guidance of
Mr Nguyen Xuan Tich, the help of the General Director and all staff of Sea FrontHotel, especially the receptionists, I have come up with some solutions to improve the service quality of the front desk department as well as bring in revenue for the hotel The solutions that I give in this topic "An Investigation into the Real Situation and Some Solutions to improving the Service Quality of the Front Office at Sea Front Hotel Da Nang" hope to be applied in practice to attract more tourists to the hotel.
Finally, I would like to thank the Board of Directors, the entire staff of SeaFront Hotel and especially Mr Nguyen Xuan Tich for helping me complete this graduation thesis on time.
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[2] https://sites.google.com/site/hotelvietnet/kien-thuc/phan-loai- khach-san
[3] Curriculum for room service Vu Thi Bich Phuong 2005
[4] Curriculum for room service Vu Thi Bich Phuong 2005
[5] https://poliva.vn/chuc-nang-bo-phan-buong-phong
[6] Curriculum for room service Vu Thi Bich Phuong 2005
[7] https://www.linkedin.com/pulse/hotel-room-service-basics- gajanan-shirke-mih-author-trainer
- Phạm Thị Cúc (2005) Giáo trình lý thuyết nghiệp vụ lễ tân (248tr) NXB Hà Nội - Trần Kim Dung (2018) Quản trị nhân lực (487tr) NXB tổng hợp TP.HCM