An investigation into the real situation and solutions to improving the quality of service at the reception department of century hotel da nang

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.

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.

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.

DA NANG – May 2023

This graduation thesis could not be finished without the invaluablehelp, advice, and encouragement of our beloved teachers, friends, and family.First of all, I would like to send deep gratitude to the teachers at theFaculty of English- Duy Tan University for their dedication to conveyingvaluable knowledge to me during my study time at the school They alsocreated a good condition for me to have opportunities to hand in the practicaljob and gained good valuable experience I also thank Ms Oanh - mysupervisor for not only giving me comments on how to handle problems butalso answering all my questions about my Graduation paper

Secondly, I would like to thank the director of Century Hotel Danangfor 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 ofCentury Hotel Danang who have helped me a lot The practical knowledgethey provide will be extremely useful for my work and life in the future

Finally, I thank my friends and especially my family who give meencouragement, support, and inspiration as well as the greatest caring duringthe process of doing the paper

Yours sincerely,

PhuongCao Thi Phuong

STATEMENT OF AUTHORSHIP

Except where reference is made in the text of the graduation thesis, thisthesis contains no material published elsewhere or extracted in the whole or inpart from a graduation thesis by which have qualified for or been awardedanother degree or diploma

No other person's work has been used without due acknowledgment inthe graduation thesis

This graduation thesis has not been submitted for the award of anydegree or diploma in any other tertiary institution

Da Nang, May 24th, 2023

CAO THI PHUONG

This graduation report focuses on the actual situation of CenturyDanang Hotel In particular, I practice analyzing the actual operation of thefront desk department and come up with some solutions to improve servicequality at Century Danang Hotel In my article, I present the difficulties I amfacing and useful solutions to improve the service quality of the front deskdepartment at the hotel Finally, I will summarize the content of thegraduation thesis and give suggestions to lecturers, students as well as DuyTan University After discussing these issues, I hope Century Hotel Danangwill improve the service quality at the front desk and attract more and moretourists to the hotel

LIST OF TABLES

Table 3.1: Types of rooms and their prices 25

Table 4.1: Revenues of Century Hotel Danang over 3 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.

LIST OF FIGURES, DIAGRAM

Figure 3.1: Organization Diagram at Century Hotel Danang 22Diagram 3.1: The Organization Structure of the Reception Department atCentury Hotel Danang 32Figure 4.1: Guests Structure by Area in the 2020, 2021 and 2022 period 42

LIST OF ABBERVIRATIONF&B: Food and Beverage

FO: Front Office

HK: Housekeeping

HR: Human Resource

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

1.1 Rationale 1

1.2 Aims and Objectives 2

1.3 Scope of the Study 2

1.4 Method of the Study 3

1.5 Organization of the Study 3

CHAPTER 2: THEORETICAL BACKGROUND 5

2.1 Conception of Hotel 5

2.1.1 Definition of Hotel Error! Bookmark not defined. 2.1.2 Classification of Hotel 5

2.1.3 Features of Hotel Business 7

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

2.2.5.1 The period preceding the guest's arrival at the

hotel 14

2.2.5.2 Hotel check-in and reception 15

2.2.5.3 The period of guests service during the stay 15

2.2.5.4 Payment and see-off stage 16

2.2.6 Requirements for the Staff of the Reception Department.16 2.2.6.1 Physical form requirements 16

2.2.6.2 Professional Qualifications and Knowledge 16

2.2.6.3 Language and computer requirements 17

2.2.6.4 Professional ethics requirements 17

2.3 Service Quality of the Reception Department in the Hotel 17

2.3.1 Concept of Service Quality 17

2.3.2 Factors affecting service quality at the front desk 18

2.3.2.1 Workforce 18

2.3.2.2 Infrastructure 18

CHAPTER 3: CASE DESCRIPTION 20

3.1 Century Hotel Danang Overview 20

3.1.1 Genneral Introduction 20

3.1.2 Operation System of Centtury Hotel Danang 22

3.1.2.1 Functions and Tasks of Each Department at Century Hotel Danang 23

3.1.2.2 Resources of Century Hotel Danang 24

3.2 The Reception Department at Century Hotel Danang 31

3.2.1 Organization Structure of Reception Department 31

3.2.2 Characteristics and Competencies of The Front Office Staff .36

3.2.4 Service Process of The Receptionist 37

CHƯƠNG 4: ANALYSIS AND EVALUATION 39

4.1 Analysis of Revenue and Number of Tourists to Century Hotel Danang 39

4.1.1 Revenue 39

4.1.2 Number of Tourists 40

4.2 Analysis of Reception Service Quality at Century Hotel Danang .44

4.2.1 Analysis of Facilities and Reception Staff 44

4.2.1.1 Facilities 44

4.2.1.2 Reception Staff 46

4.3 Guests' Evaluation of Reception Service Quality at Century Hotel Danang 48

4.3.1 Guests’ Evaluation of Hotel Facilities 48

4.3.2 Guests’ Evaluation of Receptionist Staff’s and Attitude .49 4.4 General Evaluation of the Strengths and Weaknesses of The Service Quality of the Front Office Department at Century Hotel Danang 52

4.4.1.Strengths 52

4.4.2 Weaknesses 52

CHAPTER 5 : DIFFICULTIES AND SOLUTIONS 54

5.1 Difficulties 54

5.2 Solutions 54

5.2.1 Facilities 54

5.2.2 Professional qualifications 55

5.2.3 Language proficiency 55

CHAPTER 6: CONCLUSION AND SUGGESTIONS 56

6.1 Conclusion 566.2 Suggestions 576.2.1 Suggestions for the Facilities of Century Hotel Danang 576.2.2 Suggestions for the Front Office Department 576.2.3 Suggestions for the English Faculty of Duy Tan University 58

REFERENCES

QUESTIONNAIRE

SUPERVISOR'S COMMENTS

CHAPTER 1: INTRODUCTION1.1 Rationale

Today, people's lives are increasing, they not only have adequatematerial needs but also spiritual satisfaction needs such as entertainmentand travel Therefore, tourism is one of the promising industries.Vietnam's tourism industry was born later than other countries in theworld, but its role is undeniable Tourism is a "smoke-free industry",bringing GDP income to the economy, creating all jobs for tens ofthousands of workers, and contributing to spreading the image ofVietnam to the world Vietnam's tourism products mainly rely onavailable resources and culture Therefore, to bring Vietnam's tourismmore developed, we need to promote our potential and strengths Toachieve the assigned goals and tasks of building the tourism industryinto a spearhead economic sector, improving service quality, developingmore tourism products, and increasing the length of stay, The tourismindustry needs to find specific solutions to effectively develop the hotelsector in 2023 and the coming years From there, requires businesses tofocus on providing quality services to satisfy the needs of tourists Thehotel business has always occupied an important position in the tourismindustry, bringing great economic benefits to the country Referring totourist destinations, we cannot fail to mention Da Nang – which isknown as the "livable city" of Viet Nam

Over time, Da Nang has increasingly shown itself to be an idealdestination for tourists on five continents Therefore, accommodationbusinesses also develop strongly, to provide a full range of services tomeet the needs of tourists To survive and develop, each hotel needs to

improve service quality and create for itself an accompanying brand to

be able to retain and attract customers The receptionist is the first tomeet the customer and also the last to say goodbye to the guest.Therefore, what the receptionist shows is the face of the hotel Whencustomers review hotels, they usually mention the front desk a lot.Building a good image in the hearts of visitors is building a brand andelevating the hotel During my internship at the reception department ofCentury Hotel Danang, I realized that focusing on staff training as well

as improving the quality of service for the reception department is very

necessary, so I decided to choose the topic: " An Investigation into the Real situation and solutions to improving the quality of service at reception department of Century Hotel Da nang"

1.2 Aims and Objectives

This report was made to study the current situation of the frontdesk department at Century Hotel Danang and from there to suggestsolutions to improve the service quality of the front desk department atthe hotel From there, I will give the most overview of the F.O service

as well as the strengths and weaknesses of this department On the basis

of what I have researched, I will propose specific solutions to promotestrengths, overcome weaknesses in order to improve service quality andattract more and more tourists

1.3 Scope of the Study

The study highlights the current situation, strengths, andweaknesses of the ministry reception in general as well as at CenturyHotel Danang

Data and documents are collected from Century Hotel Danang tostudy for the period 2020 to 2022 and propose solutions for the comingyears.

1.4 Method of the Study

In this report, I have used several supporting methods First, Iused the observation method to get information and data by contactingthe hotel staff and the accounting department to get the necessary data.Second, I use a descriptive method to represent the service quality of thefront desk department Finally, I collect important data then analyze andevaluate

1.5 Organization of the Study

 CHAPTER 1 INTRODUCTION

The first chapter introduces the Rationale, Aims and Objectives,Scope of the study, Method of the study, and Organization of the study

 CHAPTER 2 THEORETICAL BACKGROUND

The second chapter expounds on the theoretical background of theresearch topic

 CHAPTER 3 CASE DESCRIPTION

The third chapter describes an overview of Century Hotel Danang ingeneral, the front desk department in particular, and the status of servicequality of the FO department at this hotel

 CHAPTER 4 ANALYZING AND EVALUATING

The fourth chapter highlights the strengths and weaknesses of thedepartment and presents data on analyzing and evaluating theperformance of the Reception department at Century Hotel Danangfrom 2021-2023

 CHAPTER 5 DIFFICULTIES AND SOLUTIONS

The fifth chapter identifies challenges and provides solutions

 CHAPTER 6 CONCLUSION AND SUGGESTIONS

In the end, I will make conclusions and propose suitable solutions for Century Hotel Danang

CHAPTER 2: THEORETICAL BACKGROUND2.1 Concept of Hotel

2.1.1 Definition of Hotel

The hotel is a solid architectural work, with many floors and manybedrooms outfitted with specialized equipment, facilities, and furniturefor doing business in accommodation, catering, and other services otheradditional services The hotel is classified according to the number ofstars, from 1 to 5, depending on the content and users

The hotel is a popular accommodation business around the world,ensuring the quality and amenities required for the accommodationbusiness while meeting a variety of rest, dining, entertainment, andother requirements other services during the guest's stay at the hotel,and the motive and purpose of the trip

A hotel is defined as a type of business that is legally established andregistered

2.1.2 Classification of Hotel

To meet the needs of accommodation as well as resort tourism, thehotel system has evolved in many different forms throughout the world,including in Vietnam Hotels are classified according to the followingmain criteria based on a variety of factors:

 Small hotel: 1 to 150 rooms

 Medium hotel: 151 to 400 rooms

 Large hotel: 401 to 1500 rooms

 Mega hotel: over 1500 rooms

Based on geographical location, they are classified into the following types:

 Resort hotel

 Suburban hotel

 City center hotel

 Transit hotel

 Highway Hotel- Motel

Classified by target market

According to this classification, the most popular hotel types include:

Based on the Enterprise Law 2005 hotels classified by ownershipinclude the following types:

 State Hotel

 Joint stock hotel

 The hotel was established under a limited company

 Private hotel

 Joint venture hotel

Classification of hotels by degree of association

According to this classification criterion, hotels are classified into thefollowing categories:

 Independent hotel

 Group hotel

2.1.3 Features of Hotel Business

Characteristics of Products and Services in The Hotel

 Hotel products and services are intangible

Because goods and services are intangible, neither the seller nor thebuyer can inspect them before selling or purchasing When customersuse products and services, they only feel and experience them

 Products and services cannot be stocked

Hotel service production and consumption processes are nearlyidentical in location and time; if a room is not occupied in a day, there is

an income loss that cannot be recovered

 Products and services in the hotel are diversified and integrated

Diversity is reflected in the fact that a service product has manydifferent types of products to meet many different customer needs (forexample, in accommodation services, there are many different types ofrooms and rooms) Staying at a hotel that provides many different

services, such as dining, conferences, beauty, sports, and so on,demonstrates comprehensiveness.

 Products and services in the hotel are fixed

Tourists cannot be brought products and services from the hotel;therefore, tourists must come to the hotel to satisfy their needs.Furthermore, the hotel is the location where direct service is provided,and it is responsible for the overall quality of the product or service

 Products and services are heterogeneous

Each customer has a different experience with the same service, oreach customer using the service has a different experience depending onthe time Even the service staff brings a variety of product and serviceexperiences to customers

Characteristics of the Manufacturing and Consumption of the Product

When a customer requests to consume a specific service, the staffwill serve the customer (production) and the consumer will beginconsuming the service At the same time, the employee begins to serve.For this process to be viable, production and consumption activitiesmust take place at the same time and in the same location

• Same time: Hotel working hours are determined by the amount oftime spent by guests; the business of serving guests operates 24 hours aday, seven days a week As a result, the hotel business is ongoing andthere are guests at all times

• Same space: The hotel's products and services cannot be delivered toguests; instead, guests must go directly to the hotel to meet their needs.Furthermore, because production and consumption occur concurrently,

production and consumption must occur in the same space for thisactivity to occur.

Characteristics of the Target Customer Served

The operation is extremely complex because the hotel offers awide range of services and welcomes a diverse range of customers.Tourists differ in terms of occupation, gender, age, education level, trippurpose, needs, interests, religious belief, lifestyle, consumptionpatterns, and other factors As a result, it is critical to capture thesequalities of tourists to have a reasonable business and service Eachhotel frequently chooses customers for service based on similarities incertain elements, such as the purpose of the trip (resort, business,entertainment, and so on) or consumption method (low or high ability topay) Since diverse audiences have varied needs, hotels must constantlylook for methods to improve the quality of their products and services

Characteristics of Using Basic Elements in the Hotel

 The hotel business depends on tourism resources

In the hotel industry, tourism resources are viewed as productionvariables The kind and size of the hotel are chosen based on thelocation and appeal of tourism resources The size of the hotels at atourist destination increases with the attractiveness of the tourismresource since the crowds of visitors there are quite dense, necessitating

a huge capacity As a result, the hotel is constructed on a vast scale tohandle this quantity of guests A hotel's ranking is also influenced bythe value and appeal of a tourism resource Because there is asignificant demand for lodging in these locations due to the highnumber of tourists who can afford to visit, there are more upscale hotelsavailable

 The hotel business requires a large amount of capital

The majority of the capital is used to create fixed assets and to payfor the upkeep and maintenance of the hotel's technologicalinfrastructure and equipment Also, new hotels are being built at anincreasing rate and are furnished with more modern equipment that issuperior in terms of advantages and quality because market rivalry isgrowing more fierce To compete in the market, hotels constructedduring the previous era were forced to make construction investments aswell as provide a variety of new services and equipment

 The hotel business requires an abundance of labor

The majority of the hotel's personnel, which is relativelysubstantial, is engaged in direct labor As the hotel's primary offering is

a service rather than a tangible good, there must be staff members whodeal directly with guests Also, the hotel has a high level ofprofessionalism Employees from one department may find itchallenging to perform the duties of those from another due to thedistinct tasks and jobs performed by each department The variety ofjobs in the hotel also makes a comparable profession necessary for eachposition Also, the majority of hotel staff members who deal withvisitors directly are young However, other areas of the hotel, like thesales department, accounting department, human resources department,management board, and others, still do not have an age restriction onemployees As a result, there is a wide range of working ages in thehotel

2.2 The Reception Department

2.2.1 Introduction to the Reception Department

The front desk division is compared to the hotel's "Nervous Center,"and is the public face of the business As a customer enters the business,they are the first to greet them and "touch" them One of the key factors

in determining the service quality and brand of the firm will be itsperformance Receptionists help guests with check-in and check-outwhile also performing administrative and secretarial tasks One of thekey roles in the FO (front office) division is this one When visitingorganizations and enterprises, you frequently discover that the frontdesk is always positioned in the center, just at the door The front desksection is where all guest complaints are received and handled, and it isalso where all customer tastes and preferences are recognized

2.2.2 The Tasks of a Receptionist in the Hotel

The reception department has a very important position in the hotel.Receptionist is the first person to welcome guests to the hotel andinteract with guests quite a lot, when guests arrive, the reception is theone to greet and when the guests return, they are also the ones to greet

A professional receptionist must be someone who understands the rules

of guest content to answer questions for customers

The receptionist is the person who always updates the room status,sells the hotel's services as well as saves the guest's stay history As areceptionist, the personality must be calm and skillful to be able tohandle the requests or complaints of guests In short, when you are areceptionist, you must have good ethics and agile demeanor to make animpression on customers when coming to the hotel

2.2.3 The Roles of the Reception Department

A hotel can run efficiently because several diverse departments,such as the bar, room rooms, and kitchen, work well together, in whichthe hotel reception area is compared to the establishment's "nervecenter" client satisfaction by accepting and immediately addressingvisitor concerns and requests The hotel reception area is wherecustomers' belongings come initially when they check into a hotel Also,this is where consumers check out and do the formalities beforedeparting As a result, receptionists must leave an excellent first and lastimpression on visitors The more successful the hotel is, the more

"scores" it "scores" in the hearts of consumers and makes them want toreturn

2.2.4 The Organization Structure of the Reception Department

Front Office Manager

Front Office Manager - is the person who manages the entire operation

of the front desk, how to be efficient, in accordance with the hotelservice quality standards, with the main tasks such as:

- Organizing the front desk staff's activities

- Greeting VIP visitors, group visitors, devoted visitors, and frequentvisitors

- Addressing client requests and grievances

- Hiring new employees for the department

- Educating and supporting staff

- Carrying out other tasks as directed by the director, such asmonitoring the department's work log, creating forms, puttingmarketing strategies into action, attending board meetings, and

Receptionist

The front desk department is likened to the face of the hotel incommunicating and creating relationships with customers, suppliers andpartners, the employees of this department are first involved with theimplementation plan Basic tasks such as:

- Welcoming visitors when they arrive at the hotel and help themwith the check-in process

- Offering services to visitors

- Understanding the arrival schedule to prepare hotel registrationpaperwork and get ready to greet visitors

- Meeting the needs of customers for services such as moneyexchange, mailing, and taxi

- Producing statistical reports, accurately record the operationsituation during the working shift, and deliver and receive specificshifts

- Recognizing room status to set up rooms for guests, use salestechniques to offer rooms for high prices, and boost hotel revenue

- Describing the hotel's amenities, such as internet access andrestaurant menus

- Receiving upon request from the company security, promptlydeclare temporary residence Receive and store visitors' keys afterthey leave

- Addressing customer complaints in a timely and efficient manner

Bellman

Bellman is not the "face" of the hotel, but it also plays a very importantrole in bringing satisfaction to customers through careful and thoughtfultasks such as:

- Remaining at the hotel door to open and close it for guests.

- When guests arriving, greet them and say goodbye when theydepart

- Assisting guests in bringing luggage to their rooms or their carswhen they leave the hotel

- Assisting guests with check-in and baggage claims

- Directing visitors to areas where parking is permitted and neatlyorganized

2.2.5 The Processes of Room Services in the Hotel

The front desk department handles reception and service activities atvarious stages It is critical to complete all steps in a service processcompletely and correctly However, the service process is dependent on

a variety of factors, and serving guests is divided into four stages

2.2.5.1 Before the Guest's Arrival at the Hotel

Before making a decision to go to a certain hotel, customers willset many factors to choose from For example: accidentally seeing ahotel's advertisement on a certain website, or positive feedback fromprevious guests or from recommendations from family and friends.Furthermore attitude, style and other factors influence hotelselection To make a good first impression with guests, thereservationist must be able to meet all guest needs such as making areservation for the guest and introducing the guest to the room and thehotel's services

In order for guests to accept a room, the front desk staff must beable to communicate effectively and understand room availability,features and pricing for each room type In order to best prepare to

Thoroughly contact the housekeeping department to ensure theroom is empty and always clean to be ready to welcome guests.

2.2.5.2 Hotel Check-in and Reception

During the check-in time, the front desk staff must warmlywelcome and guide guests through check-in procedures Need mustprepare carefully before guests arrive at the hotel, check-in proceduresfor guests must quickly create comfort for customers, avoid prolongingthe time causing discomfort, causing a bad impression of the hotel When check-in is complete, the front desk will introduce andprovide full information about the service and note the rules of the hotelduring their stay for guests to know and understand better In order tosell many products to the hotel, the front desk staff must fully introducethe existing services

After check-in, the hotel registration form will be given to thecashier to open the account to track and record the payment for theguest Then the front desk completes the guest's profile to complete theregistration procedure for temporary residence

2.2.5.3 The Period of Guests Service During the Stay

In the process of serving guests during their stay, the front deskstaff coordinate with other departments in the hotel to maximize guestsatisfaction so that guests can use many of the hotel's services and willreturn to the hotel next time or will recommend the hotel to others Atthe same time, the front desk is also responsible for receiving andresolving all complaints from guests (if any)

During the guest's stay, the front desk staff must record alltransactions and must always check and redefine the guest's expensesand invoices to avoid confusion when paying Assist customers in

booking airline tickets, events, festivals, etc to preserve personalbelongings and belongings for guests.

2.2.5.4 Payment and See-off Stage

Before guests check out and leave the hotel, the cashier willprepare a payment record for the guest in advance so that when theguest pays for the room, the payment is done quickly and accurately.The cashier will be the one to receive the money and deliver the bill tothe customer

After the guest has paid, the receptionist will do the procedures

to see the guest off such as receiving the room key, asking the guest'sopinion about the hotel's service quality, assisting in findingtransportation, greeting the guest , and create a re-appointment

2.2.6 Requirements for the Staff of the Reception Department

2.2.6.1 Physical Form Requirements

The form of the receptionist is an important factor because thereceptionist is the person who has the most contact with the guests.Besides, the job of the receptionist has to walk a lot and come in contactwith many customers guest statue Therefore, the receptionist mustfully meet the requirements of form and physicality, specifically: goodlooking form, well-balanced appearance , have good health, know how

to communicate,etc

2.2.6.2 Professional Qualifications and Knowledge

The receptionist is the person who needs to communicate and negotiate

a lot with partners and customers, so the receptionist needs to havespecific requirements: be trained in hotel reception, have a certificate ofceremony service hotel receptionist, ability to communicate with guests

and sell hotel services, basic knowledge of accounting, statistics, officeadministration,

know the local landmarks and tourist attractions, grasp some rules ofdiplomacy, etiquette, customs and habits, guest psychology of somecountries

2.2.6.3 Language and Computer Requirements

Due to the increasing number of international tourists to Vietnam, theforeign language requirement of the front desk department is to knowhow to communicate in English, hotel English and some other foreignlanguages such as French, Chinese, Japanese, Korean ,

To create records or use hotel management software, it is imperativethat receptionists know about basic computer as well as officecomputing

2.2.6.4 Professional Ethics Requirements

Not only the receptionist profession requires professional ethics,but also every profession As the department in contact with customers,

it is often required that the front desk staff must honest, dynamic, agile,resourceful, flexibly solving all situations Know how to admitmistakes, correct them, respect everyone and especially notdiscriminate, and ready to help customers

2.3 Service Quality of the Reception Department in the Hotel

2.3.1 Concept of Service Quality

Service quality is a term understood as a set of characteristics of

an object At the same time, it gives the object the ability to satisfystated or implicit requirements Can understand This is considered a

comparison, or evaluation, or customer perception of the serviceexpectations of a business At that time, understandably, service qualitywill be largely determined by customers From there, we can evaluatequality based on 5 service quality measurement factors includingreliability, empathy, assurance, practicality, and responsibility.

2.3.2 Factors Affecting Service Quality at the Reception

2.3.2.1 Workforce

If a company or organization in general as well as a hotel inparticular, no matter how modern the facilities are, how favorable thelocation is, if the qualifications and attitudes of the staff are notprofessional, the service quality also zero Therefore, the quality of theworkforce depends on the management of the hotel

 Quality of management team

Hotel manager is the person who represents the hotel owner tocarry out all stages of organization, operation and supervision of hotelactivities Ensure the hotel operates efficiently, the services provided bythe hotel work well, attract customers and bring in high profits.Therefore, managers are required to be good and dynamic to effectivelymanage and guide employees In addition, skills such as negotiation,communication, leadership, etc also contribute greatly to the quality ofthe staff

 Quality of staff

Receptionists are the people who will meet customers first, givingcustomers a good impression as well as beautifying the face of the hotel.Therefore, there are some requirements for the quality of receptionists

such as: education level, communication skills, attitude to customers,English level, age, appearance, etc.

2.3.2.2 Infrastructure

The reception area is where customers come to In order to givethem the first impression of the hotel when they first arrive, the facilitiesand equipment here must be modern and comfortable to meet all theneeds of customers Equipment at the front desk must exude politeness,solemnity and safety to bring peace of mind to customers The frontdesk is beautifully wood-paneled, 2 computers, 2 fax machines,photocopiers, card scanners, guest file cabinets, key shelves, etc

This is an area frequented by visitors, when assessing the quality

of service at the front desk, the hygiene issue is also of concern tocustomers because they want to be in a clean and hygienic space,thereby promoting push them to use the hotel's services more

CHAPTER 3: CASE DESCRIPTION

3.1 Century Hotel Danang Overview

historical and religious landmarks such as the Marble Mountains, Ba NaHills, and Son Tra Peninsula – an ideal destination for wild beaches.Located at 101- 105 Vo Van Kiet Street, established in 2018.Century Hotel has a quite favorable location for tourists when you onlyneed 3 minutes to walk from the hotel to My Khe beach - one of themost beautiful beaches on the planet In addition, the hotel is close toentertainment areas, and tourist attractions, saving a lot of time to moveand explore Da Nang.

Century Hotel is designed with 14 floors well-equipped with acentral air conditioning system for the whole building as standard,including bedrooms and unique luxury apartments, and modern interiorand exterior equipment All room types have a balcony with a glimpse

of My Khe Beach and the beautiful Da Nang City, where you can relaxand immerse yourself in the wonderful space of My Khe Beach

In addition, Century Hotel Danang also has many otheraccompanying services such as European and Asian restaurants – agreat culinary street with extremely professional chefs, an open-airswimming pool, and a rooftop bar with an extremely great view All ofthem are suitable for relaxing, checking in with family and friends, andenjoying cool cocktails

When you come to Century Hotel Danang, you will feel like allworries and fatigue will disappear, and immerse yourself in ourexcellent services Century Hotel Danang is always committed tobringing the most comfortable moments for its dear customers

3.1.2 Operation System of Century Hotel Danang

Below is the organizational chart at Century Danang Hotel Including:

Reservation Bellman Reception

Staff Staff

Staff Staff

Manager Manager

Manager Manager

Manager

Spa Kitchen

Housekeeping Sale&Marketing

Front Office

Deputy Manager General Manager

3.1.2.1 Functions and Tasks of Each Department at Century Hotel Danang

Many departments construct the complete organization ofCentury Hotel And each department has its mission:

General Manager

The highest position in the hotel is General Manager who isresponsible for taking care of almost every business and operating alldepartments in the hotel

Deputy Manager

The next lower position is Deputy Manager The task of this post

is to help General Manager to run the hotel and to solve the hotel'sissues

F&B and Kitchen

The function of this department is to provide food and drink tocustomers The main task is to process, circulate and organizeaccommodation and food services at the hotel Provide additionalservices such as organizing parties at the request of guests, and buffetsfor seminars

Housekeeping

The task of this department is to prepare rooms, ensure that theyare always ready to receive guests, daily clean rooms and lobby areasand public areas Check the condition of the room, other equipment,items, and products in the room when cleaning In addition, it isnecessary to notify the front desk department of related issues,understand the situation of guests renting the room

Reception

The front desk department is the bridge between the customer andthe hotel This is the place to receive guest requests, check-in andcheck-out procedures, store guest information, and report to the hotel'smanagement

Bellman

A bellman is employed in a hotel to assist guests with theirluggage and to show guests to their rooms Also referred to as bellhops,bellmen must ensure that guests have a pleasant stay

Spa

Adding value to customers, diversifying choices for customers.The task of this department is usually to understand the needs anddesign appropriate programs for customers, thereby creating diverseservices for guests to bring maximum satisfaction to customers

3.1.2.2 Resources of Century Hotel Danang

 Accommodation

Century Hotel is designed with 14 floors including 50 rooms.High with central air conditioning system for the entire building asstandard, including bedrooms and unique luxury apartments, withmodern interior and exterior equipment All room types have a balconywith a glimpse of My Khe Beach and the beautiful Da Nang City, whereyou can relax and immerse yourself in the wonderful space of My KheBeach and the bustle of children road Room types include:

Room Category Square Meters Room Rates

Superior Twin Room

with Sea View

-28m2

Superior Double

Room with Balcony

and City View-28m2

Deluxe Twin Room

with Balcony and Sea

View - 30m2

Deluxe Double Room

with Balcony and Sea

View - 30m2

Deluxe Triple Room

with Balcony and Sea

View - 30m2

Deluxe Family room

with Balcony and Sea

Table 3.1: Types of rooms and their prices

 Superior Twin Room with Sea View - 28m2

The rooms facing the city and sea of Century Hotel Danang have

a very spacious area with 28m2 and a cool balcony Each bed has a size

of 1m4x2m and can sleep comfortably 2 adults per bed Deluxe KingRoom includes a full range of modern and comfortable equipment,giving you and your family the feeling of relaxation as if you were inyour room In addition to the equipment to serve the basic needs ofvisitors during their stay such as blankets, pillows, drinking water, freetea, coffee, living utensils: face towels, bath towels, brushes, kinds oftoothpaste, shampoo, shower gel, slippers, etc The rooms are also fullyequipped with refrigerators, fans, air conditioners, water heaters, hairdryers, and safes for safe storage.

 Superior Double Room with Balcony and City View-28m2

Century Hotel Danang's city and sea view apartment has a veryspacious area with 30m2 and an airy balcony The balcony of CenturyHotel Danang's rooms is very spacious, with a view overlooking MyKhe beach, creating a comfortable feeling and cool Queen bed With a