An investigation into the real situation and some solutions to improving the service quality of the front office at the sea front hotel

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

MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION THESIS BUI THI THAO NGUYEN AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO IMPROVING THE SERVICE QUALITY OF THE FRONT OFFICE AT THE SEA FRONT HOTEL GRADUATION THESIS IN ENGLISH LINGUISTICS DA NANG – 2023 MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION THESIS BUI THI THAO NGUYEN AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO IMPROVING THE SERVICE QUALITY OF THE FRONT OFFICE AT SEA FRONT HOTEL MAJOR : ENGLISH FOR TOURISM SUPERVISOR : NGUYEN XUAN TICH, M.A STUDENT : BUI THI THAO NGUYEN CODE : 25203203626 CLASS : K25NAD2 DA NANG – 2023 ACKNOWLEDGEMENT Dear Teachers in Faculty of English of Duy Tan University To my teacher – Nguyen Xuan Tich, M.A My student life was thought to be long, but my years of sitting in a university lecture hall are about to end through this thesis For me, it was a journey of joy, tears, smiles and valuable lessons First of all, I would like to thank Duy Tan University as well as its excellent teaching staff who have given me a lot of knowledge in the past years, not only teaching me about my chosen major but also showing me how in this developed society Equally important as I mentioned above, I would like to thank Mr Nguyen Xuan Tich, who led me from the time I made my internship report to this graduation thesis, for helping me to have a report, complete thesis Secondly, I would like to thank Mr Le Phan Hoai Vu, General Manager of Sea Front Hotel He created a good internship environment for me, giving me the opportunity to practice and experience as a real receptionist, not in the name of a trainee, not only that, but he also taught wholeheartedly, guided me throughout my internship there Third, this project of mine would not have been completed without the documents of my colleagues and the general manager of the Sea Front hotel, and the encouragement of family, friends and especially Mr Tich spent his precious time to help me correct my mistakes This essay cannot be 100% perfect because of the lack of experience and limited time, there are bound to be errors I hope you can give me suggestions to improve myself and learn from my future work Finally, I wish everyone success in your journey ahead Your sincerely! Bui Thi Thao Nguyen STATEMENT OF AUTHORSHIP All sources referenced in this thesis are clearly cited by me I declare that I am the owner of this thesis and that this thesis has not been submitted or submitted or published elsewhere for any degree or diploma Da Nang, May 2023 Bui Thi Thao Nguyen ABSTRACT In my graduation thesis, we want to examine the service quality of the receptionist department at Sea Front hotel and propose solutions to develop it Researching this issue is based on theoretical background and practical data I have obtained through the last weeks internship To get the results, we have collected all the key relevant hotel information from the internet, books as well as data of the receptionist department in Sea Front Hotels and customer feedbacks back to the hotel Based on the available information, we will outline the characteristics of the hotel's staff, services, organizational structure and source of tourists, thereby offering some solutions to improving the service quality of the staff in general and reception in particular to attract tourists to Sea Front Hotel FIGURE Figure 1: Sea Front Hotel’s Organizational Structure 16 Figure 2: Organization Chart of the Receptionist Department 28 TABLES Table 3.1: Facilities of Room 24 Table 3.2: Facilities of Restaurant 26 Table 4.1: Labors of Structure of Receptionist Department at Sea Front Hotel 32 Table 4.2: The Number of Hotel Facilities in 2022 34 Table 4.3: Hotel Arrivals in the Two Years 2021-2022 35 Table 4.4: Revenue Profile of Sea Front Hotel 2021/2022 36 Table 4.5: Technical Facilities of the Receptionist Department 37 Table 4.6: Staffs Qualification .38 Table 4.7: Evaluation of the Receptionist's Attire 42 Table 4.8: Evaluate the Service Attitude of the Receptionist 43 Table 4.9: Evaluate the Receptionist's Language Proficiency 43 Table 4.10: Evaluate the Speed of Processing Room Registration and Check-out Procedures for Guests 44 Table 4.11: The Rating on the Front Resolving Guest Complaints 45 TABLE OF CONTENTS ACKNOWLEDGEMENT .i STATEMENT OF AUTHORSHIP ii ABSTRACT iii FIGURE iv TABLES v TABLE OF CONTENTS .vi CHAPTER 1: INTRODUCTION 1.1 Rationale: 1.2 Aims and Objectives: 1.3 Scope of the Study 1.4 Methods of the Study: .2 1.5 Organization of the Study CHAPTER 2: THEORETICAL BACKGROUND 2.1 Tourism 2.1.1 Definition of Tourism 2.1.2 Classification of Tourism 2.2 Hotel 2.2.1 Definitions of Hotel 2.2.2 Classification of Hotel .6 2.3 Front Office Department 2.3.1 Introduction to the Front Office Department 2.3.2 Responsibilities of Receptionists in the Hotel 2.3.3 Organizational Structure of the Receptionist Department 2.3.3.1 Front Office Manager – FOM 2.3.3.2 Front Office Supervisor 2.3.3.3 Lobby Management 2.3.3.4 Reservation 10 2.4 Serving Process of the Front Office Department 10 2.4.1 Pre-Arrival .10 2.4.2 Arrival 10 2.4.3 Occupancy .11 2.4.4 Departure .11 2.5 Requirements for the Front Office Staff 12 2.5.1 Requirements for Professional Knowledge and Skills 12 2.5.2 Language and Computer Requirements 12 2.5.3 Professional Ethics Requirements 13 2.5.4 Physical Form Requirements 13 CHAPTER 3: CASE DESCRIPTION 14 3.1 Sea Front Hotel Overview 14 3.1.1 General Introduction .14 3.1.2 Sea Front Hotel’s Operation System .16 3.1.2.1 Functions and Tasks of Each Department .16 3.1.3 Sea Front Hotel’s Facilities 20 3.2 Real Status and the Performance of the Front Office Department at Sea Front Hotel 27 3.2.1 Introduction to the Front Office Department 27 3.2.2 Receptionist Department’s staff 28 3.2.2.1 Framework Organization of the Front Office Department 28 CHAPTER 4: ANALYSIS AND EVALUATION .33 4.1 Analysis 33 4.1.1 Functions and Tasks of Sea Front Hotel .33 4.1.2 Labor structure and facilities of Sea Front Hotel 33 4.1.2.1 Labor Situation 33 4.1.2.2 Technical Facilities .34 4.2 Business Performance of the Sea Front Hotel 35 4.2.1 The Business Fields 35 4.2.2 Business Results of the Sea Front Hotel 35 4.3 Revenue Profile of Sea Front Hotel in Recent Year 37 4.4 Operation Situation of FO Department at the Sea Front Hotel .38 4.4.1 Technical Facilities at FO Department at Sea Front Hotel 38 4.4.2 Staff Qualification of the Receptionist Department .39 4.5 Evaluation of the Service Quality of the Receptionist Department at the Sea Front Hotel 41 4.5.1 Evaluation of the Quality of the Hotel Reception Team 42 4.5.2 Evaluation of the Spirit and Service Attitude of the Receptionist 42 4.5.3 Evaluation of the Professional Qualifications of the Receptionist 43 4.6 Strong Points and Weak Points of Receptionist Department 45 4.6.1 Strong Points 45 4.6.2 Weak Points 46