This graduation report focuses on the actual situation of Century Danang Hotel. In particular, I practice analyzing the actual operation of the front desk department and come up with some solutions to improve service quality at Century Danang Hotel. In my article, I present the difficulties I am facing and useful solutions to improve the service quality of the front desk department at the hotel. Finally, I will summarize the content of the graduation thesis and give suggestions to lecturers, students as well as Duy Tan University. After discussing these issues, I hope Century Hotel Danang will improve the service quality at the front desk and attract more and more tourists to the hotel.
CAO THI PHUONG – GRADUATION PAPER IN ENGLISH LINGUISTICS - 2023 MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION THESIS CAO THI PHUONG AN INVESTIGATION INTO THE REAL SITUATION AND SOLUTIONS TO IMPROVING THE QUALITY OF SERVICE AT THE RECEPTION DEPARTMENT OF CENTURY HOTEL DA NANG DA NANG – May 2023 Student: Cao Thi Phuong Student code: 25203113722 MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION THESIS CAO THI PHUONG AN INVESTIGATION INTO THE REAL SITUATION AND SOLUTIONS TO IMPROVING THE QUALITY OF SERVICE AT THE RECEPTION DEPARTMENT OF CENTURY HOTEL DA NANG Major: English for Tourism Code: 25203113722 SUPERVISOR: LE THI OANH, M.A GRADUATION THESIS Superviser: Le Thi Oanh M.A DA NANG – May 2023 Student: Cao Thi Phuong Student code: 25203113722 GRADUATION THESIS i Superviser: Le Thi Oanh M.A ACKNOWLEDGEMENT This graduation thesis could not be finished without the invaluable help, advice, and encouragement of our beloved teachers, friends, and family First of all, I would like to send deep gratitude to the teachers at the Faculty of English- Duy Tan University for their dedication to conveying valuable knowledge to me during my study time at the school They also created a good condition for me to have opportunities to hand in the practical job and gained good valuable experience I also thank Ms Oanh - my supervisor for not only giving me comments on how to handle problems but also answering all my questions about my Graduation paper Secondly, I would like to thank the director of Century Hotel Danang for creating a good environment for me to practice and hone my skills related to the major I am studying Third, I would like to express my sincerest thanks to the staff of Century Hotel Danang who have helped me a lot The practical knowledge they provide will be extremely useful for my work and life in the future Finally, I thank my friends and especially my family who give me encouragement, support, and inspiration as well as the greatest caring during the process of doing the paper Yours sincerely, Phuong Cao Thi Phuong Student: Cao Thi Phuong Student code: 25203113722 GRADUATION THESIS ii Superviser: Le Thi Oanh M.A STATEMENT OF AUTHORSHIP Except where reference is made in the text of the graduation thesis, this thesis contains no material published elsewhere or extracted in the whole or in part from a graduation thesis by which have qualified for or been awarded another degree or diploma No other person's work has been used without due acknowledgment in the graduation thesis This graduation thesis has not been submitted for the award of any degree or diploma in any other tertiary institution Da Nang, May 24th, 2023 CAO THI PHUONG Student: Cao Thi Phuong Student code: 25203113722 GRADUATION THESIS iii Superviser: Le Thi Oanh M.A ABSTRACT This graduation report focuses on the actual situation of Century Danang Hotel In particular, I practice analyzing the actual operation of the front desk department and come up with some solutions to improve service quality at Century Danang Hotel In my article, I present the difficulties I am facing and useful solutions to improve the service quality of the front desk department at the hotel Finally, I will summarize the content of the graduation thesis and give suggestions to lecturers, students as well as Duy Tan University After discussing these issues, I hope Century Hotel Danang will improve the service quality at the front desk and attract more and more tourists to the hotel Student: Cao Thi Phuong Student code: 25203113722 GRADUATION THESIS iv Superviser: Le Thi Oanh M.A LIST OF TABLES Table 3.1: Types of rooms and their prices 25 Table 4.1: Revenues of Century Hotel Danang over Years 2020, 2021, and 2022 .39 Table 4.2: The number of Guests to Century Hotel Danang over the year of 2020, 2021, and 2022 41 Table 4.3: Facilities and Equipment of Front Office Area at Century Hotel .45 Table 4.4: Century Hotel Reception Team 46 Table 4.5: Gender and age of Reception staff .47 Table 4.6: Guests' Evaluation of the Morden Level facilities .48 Table 4.7: Guests’ Evaluation of Staff’s Attitude 49 Table 4.8: Guests’ Evaluation of Staff’s problem solving skill 50 Table 4.9: Guests’ Evaluation of Staff’s Serving Process 51 i Student: Cao Thi Phuong Student code: 25203113722 GRADUATION THESIS v Superviser: Le Thi Oanh M.A LIST OF FIGURES, DIAGRAM Figure 3.1: Organization Diagram at Century Hotel Danang .22 Diagram 3.1: The Organization Structure of the Reception Department at Century Hotel Danang 32 Figure 4.1: Guests Structure by Area in the 2020, 2021 and 2022 period 42 Student: Cao Thi Phuong Student code: 25203113722 GRADUATION THESIS vi Superviser: Le Thi Oanh M.A LIST OF ABBERVIRATION F&B: Food and Beverage FO: Front Office HK: Housekeeping HR: Human Resource Student: Cao Thi Phuong Student code: 25203113722 GRADUATION THESIS Superviser: Le Thi Oanh M.A TABLE OF CONTENTS ACKNOWLEDGEMENT i STATEMENT OF AUTHORSHIP ii ABSTRACT iii LIST OF TABLES .iv LIST OF FIGURES, DIAGRAM v LIST OF ABBERVIRATION vi TABLE OF CONTENTS vii CHAPTER 1: INTRODUCTION 1.1 Rationale .1 1.2 Aims and Objectives 1.3 Scope of the Study 1.4 Method of the Study 1.5 Organization of the Study CHAPTER 2: THEORETICAL BACKGROUND 2.1 Conception of Hotel 2.1.1 Definition of Hotel Error! Bookmark not defined 2.1.2 Classification of Hotel .5 2.1.3 Features of Hotel Business 2.2 The Reception Department .11 2.2.1 Introduction to the Reception Department 11 2.2.2 The Tasks of a Receptionist in the Hotel 11 2.2.3 The Roles of the Reception Department 12 2.2.4 The Organization Structure of the Reception Department12 2.2.5 The Processes of Room Services in the Hotel 14 Student: Cao Thi Phuong Student code: 25203113722