An investigation into the real situation and some solutions for improving the quality of entertainment services at royal riverside hoi an hotel

This research intends to investigate the theoretical and practical issues surrounding an examination into the real scenario, in order to determine the benefits and drawbacks of Royal Riverside Hoi An hotels qualitybased services. The goal of this research was to offer and recommend some ways to improve the quality of service at Royal Riverside Hoi An hotel. Furthermore, the hotels service quality had a direct impact on tourist satisfaction. I was confident that my suggestions would aid the hotel in exceeding client expectations and contribute to the growth of the Hoi An hospitality industry as a result of the survey about the issues.

FACULTY OF ENGLISH

NGO VAN QUOC BAO

AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS FOR IMPROVING THE QUALITY OF ENTERTAINMENT SERVICES AT

GRADUATION PAPER

AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS FOR IMPROVING THE QUALITY OF ENTERTAINMENT SERVICES AT

ROYAL RIVERSIDE HOI AN HOTEL

Major: English for Tourism

M.A

Second, I would like to express my gratitude to the lecturers at DuyTan University's Foreign Language Department for conveying informationfrom my studies to society during the past four years Four years was a goodlength for me to learn and assimilate information What I had accomplishedwas the luggage that would allow me to confidently enter real life Suchinvaluable knowledge would serve as a strong foundation for my future work.

I was extremely fortunate to have professors who are completely committed

to education

Particularly, I would like to take this opportunity to thank mysupervisor, Mrs Thai Trinh Thao Nguyen Who provided me thoughtful andsincere advice on how to improve my graduation project She gave helpfuladvice and shared unforgettable experiences

Last but not least, I would like to express with my beloved parents fortheir encouragement and moral support throughout the studies

I wish you all the best of health and success

Your Sincerely

student

Ngo Van Quoc Bao

STATEMENT OF AUTHORSHIP

I declare that, to the best of my knowledge, this paper contains nopreviously published content It does not use any material previouslysubmitted for a degree or certificate at my university, in whole or in part,unless a proper reference is included in the text

Without acknowledgment in the graduation paper, no other person'swork has been utilized

This graduation paper has not been submitted to any other tertiaryinstitution for the award of a degree or diploma

Danang, April 5 th 2023

Student Ngo Van Quoc Bao

This research intends to investigate the theoretical and practical issuessurrounding an examination into the real scenario, in order to determine thebenefits and drawbacks of Royal Riverside Hoi An hotel's quality-basedservices The goal of this research was to offer and recommend some ways toimprove the quality of service at Royal Riverside Hoi An hotel

Furthermore, the hotel's service quality had a direct impact on touristsatisfaction

I was confident that my suggestions would aid the hotel in exceedingclient expectations and contribute to the growth of the Hoi An hospitalityindustry as a result of the survey about the issues

38Table 4.4: Evaluation of guests about staff(%) 41Table 4.5: Evaluation about Entertainment service quality 43

LIST OF CHARTS AND DIAGRAMS

Diagram 3.1: The organization structure of Royal Riverside Hoi An hotel 21

Diagram 3.1: The organization structure of Royal Riverside Hoi An hotel 26

Chart 1: Number of visitors to Royal Riverside Hoi An in recent years 36

Chart 2: Number of visitors to Royal Riverside Hoi An’s entertainmentdepartment in recent years 37

Chart 3: Guests’ evaluation of facilities of the Royal Riverside Hoi An’sentertainment department

40

Chart 4: Evaluation of guests about staff 42

TABLE OF CONTENTS

ACKNOWLEDGEMENTS i

STATEMENT OF AUTHORSHIP ii

ABSTRACT iii

CHAPTER 1: INTRODUCTION 1

1 Rationale 1

2 Aims and objectives 2

3 Scope of the study 2

4 Method of the study 3

5 Organization of the Study 3

CHAPTER 2 THEORETICAL BACKGROUND 4

2.1 Theoretical overview of hotel business operation 4

2.1.1 Hotel 4

2.1.1.1 Concepts of hotel 4

2.1.1.2 Classifications of hotel 5

2.1.2 Concepts of hotel business 8

2.1.3 Hotel business functions and missions 9

2.1.3.1 Functions of hotel business 9

2.1.3.2 Missions of hotel business 9

2.2 Theoretical basis of entertainment business 11

2.2.1 Concepts of entertainment business in hotel 11

2.2.2 Characteristics of entertainment business 11

2.2.3 The roles of the entertainment business in the hotel 12

CHAPTER 3 : CASE DESCRIPTION 13

3.1 Royal Riverside Hoi An hotel overview 13

3.1.1 General information of Royal Riverside Hoi An hotel 13

3.1.1.1 Royal Riverside Hoi An hotel’s establishment and development 13

3.1.1.2 Royal Riverside Hoi An hotel’s function and tasks 15

3.1.2 System of hotel products and services 16

3.1.2.1 Accommodation service 16

3.1.2.2 Entertainment Service 17

3.1.2.3 Additional service 19

3.1.3 Royal Riverside Hoi An hotel’s operation system 20

3.1.3.1 Royal Riverside Hoi An hotel’s organization diagram 20

3.1.3.2 Royal Riverside Hoi An entertainment’s Organization 24

3.1.3.3 The labor at Royal Riverside Hoi An entertainment 27

3.1.4 Royal Riverside Hoi An entertainment's facilities and food service products 28

3.1.4.1 The process of serving products at Royal Riverside Hoi An 28

3.1.4.2 The facilities of Royal Riverside entertainment department 30

3.2 Orientation and goals of Royal Riverside Hoi An entertainment .31 3.2.1 Orientation 31

3.2.2 Goals 31

CHAPTER 4 : ANALYSIS AND EVALUATION 32

4.1 Hotel’s business from 2020 to 2022 32

4.1.1 Guest’s Arrival at Royal Riverside Hoi An hotel from 2020 to 2022 32

4.1.2 Guest’s arrival at Royal Riverside Hoi An’ entertainment from 2020 to 2022 34

4.2 Overall assessment of Royal Riverside Hoi An’s entertainment department 36

4.2.1 Evaluation of guests about facilities and equipment of Royal Riverside Hoi An 36

4.2.3 Evaluation of guests about staff of Royal Riverside Hoi An entertainment 38

4.2.4 Evaluation of guests about the entertainment service quality 40

4.3 Some factors affect the entertainment quality of Royal Riverside Hoi An hotel 41

4.3.1 Facilities 41

4.3.2 The staff quality in Royal Riverside’s entertainment 43

4.3.3 The entertainment's service quality 44

4.4 Strengths and Weaknesses 46

4.4.1 Strengths 46

4.4.2 Weaknesses 46

CHAPTER 5: DIFFICULTIES AND SUGGESTED SOLUTIONS 48

5.1 Difficulties 48

5.2 Suggested solutions 48

CHAPTER 6: CONCLUSIONS AND SUGGESTIONS 50

6.1 Conclusions 50

6.2 Suggestions 51

6.2.1 Suggestions for the Royal Riverside Hoi An entertainment department 51

6.2.2 Suggestions for Faculty of English Department at Duy Tan University 53 APPENDIX

REFERENCES

SUPERVISOR’S COMMENTS

CHAPTER 1: INTRODUCTION

1 Rationale

After being severely impacted by the COVID pandemic, the tourism industry isnow on the mend The tourism industry's growth benefits not only tourismbusinesses, but it also generates favorable conditions for other industries togrow The entertainment industry is rising in tandem with the tourism industrybecause entertaining is an essential need for any tourist on a journey.Entertainment revenue assists firms in making big profits and is a favorablecondition for establishing markets and boosting company value With thegrowth of the tourism industry in general, there will be numerous opportunitiesfor the entertainment industry to grow, with customers demanding a variety ofservices while maintaining the industry's facilities and quality for visitors' use.Furthermore, clients seek out entertainment's services for reasons other thanphysiological demands, such as psychological needs As a result, theentertainment's services must be of great quality in order to make a positiveimpression on guests

Along with the recovery of domestic tourism, the tourist sector in Hoi An city

is working hard to revive the industry's growth momentum During myinternship at the Royal Riverside Hoi An Hotel, I observed that theentertainment still had several quality issues in terms of facilities and service

In fact, many consumers believe that the entertainment industry's products arenot truly rich and that the staff's service quality is low and unprofessional based

on the results of the poll Recognizing the urgency of the situation, I enquiredabout the need for the entertainment industry to constantly enhance productquality and server quality on a regular basis, as well as publicize the businessbrand more widely, in order to remain stable and grow in the future As a

result, I have chosen the topic "AN INVESTIGATION INTO THE REALSITUATION AND SOME SOLUTIONS FOR IMPROVING THE QUALITY

OF ENTERTAINMENT SERVICES AT ROYAL RIVERSIDE HOI ANHOTEL."

2 Aims and objectives

- Confirming consumers' satisfaction and perceptions of the entertainment’sservice

- Identifying the relevance of service quality in attracting entertainmentcustomers

- Appreciating the reality of the Royal Riverside Hoi An entertainment'sservice quality at Royal Riverside Hoi An hotel

- Making recommendations for ways to improve the quality of service atRoyal Riverside Hoi An Hotel’s entertainment

- Introducing the fundamentals of service quality, as well as the realities ofentertainment service and how to draw customers to the entertainment

- Giving solutions to improve the efficiency of attracting customers

3 Scope of the study

The Royal Riverside Hoi An hotel is the research subject

Firstly, I will examine at the facility's structure, hotel facilities, andguest arrivals, all of which were collected from 2020 to 2022

Secondly, I will assess the entertainment department's customer servicequality

Finally, essential steps will be performed to improve the entertainmentteam's quality.

4 Method of the study

I used research methodologies to complete the thesis

 Method of Collection

 Method of Analysis

5 Organization of the Study

This study is presented 6 chapter

 Chapter 1: Introduction which includes rationale, aims and objectives,scope of the study, method of the study and organization of the study

 Chapter 2: Theoretical background

 Chapter 3: Case description

 Chapter 4: Analysis and Evaluation

 Chapter 5: Difficulties and Suggested solutions

 Chapter 6: Conclusion and Suggestion

CHAPTER 2 THEORETICAL BACKGROUND

2.1 Theoretical overview of hotel business operation

2.1.1 Hotel

2.1.1.1 Concepts of hotel

Each country has its own definition of a hotel, which is based on

the state and development of the hotel industry

Mr Morcel Gotie, a tourism and hotel researcher, describes a hotel as "a

place of temporary stay for guests, as well as a chamber and a restaurant of various grades." The hotel is built on a solid foundation, with multiple store

and bedrooms that are furnished with amenities and specialized furniture forcommercial purposes such as lodging, catering, and other services Theclassification of hotels is based on their content and intended usage, such astemporary, convention, and tourism In addition, the hotel is rated from one tofive stars based on the quality of services comfort

The hotel is a well-known lodging establishment all over the world,ensuring the quality and comfort required by the lodging industry.Furthermore, it meets a variety of eating, entertainment, and lodging serviceneeds that are appropriate for the objective of the trip

The hotel is a type of business that is founded and registered in order toprofit under the provisions of the law

In Vietnam, according to the Circular No.01/202/TT-TCL dated April 27,

2001 of General Department of Tourism guiding the application of the Government’s Decree No.39/2000/ND-CP on tourist accommodation establishments clearly considers: “Hotel is an architectural building which is

independently built with scale of 10 bedrooms or more, ensuring the quality

of facilities, equipment and necessary services for tourists”

2.1.1.2 Classifications of hotel

In Law on tourism, tourist accommodation establishments are facilitiesfor renting rooms, beds and providing services In particular, the hotel is themain accommodation establishment Those exist in many different forms and

it is classified into many categories based on standards such as geographicallocation, service level, price of accommodation products, scale hotel,ownership and management forms

 According to geographical location:

• City Hotel (Public Hotel): it is built in big city centres or denselypopulated urban centres in order to serve visitors for publicpurposes, family visits, shopping or cultural tours In Vietnam, high-ranking city hotels are concentrated in the large city (Danang,Hanoi, HoChiMinh, etc.)

• Resort Hotel: this type is built in resort based on natural resourcessuch as beach or mountain hotels Guests come here mainly forrelaxation There are few visitors studying the ecologicalenvironment Resort hotels are often subject to climate conditions,thus those work seasonally In Vietnam, resort hotels are constructed

on the big beaches in Danang, Hoi An, etc

• Suburban Hotel: it is built on the outskirts of the city or urbancentres The main guest market of this hotel is a medium or lowpaying customer

• Highway Hotel: it is built along the national highways to servepassengers who travel on national highways and use vehicles ormotor

• Airport Hotel: it is built near major international airports Guests ofthis type hotel are passengers of airlines stopping at internationalairports due to compulsory schedules or an unexpected reason

 According to the service levels:

• Luxury Hotel: this is the highest ranking hotel, corresponding to star hotel in Vietnam A large-scale hotel is equipped withexpensive luxury facilities This type of hotel offers the top level ofadditional services, especially the additional services in room,outdoor entertainment services, beauty services, etc The productsalso are sold at the highest price in the marketplace

5-• Full Service Hotel: these are hotels selling products with the secondhighest price in the market, corresponding to 4-star hotels inVietnam The hotel market of these hotels has high solvency Inaddition, the hotel offers full service, parking, restaurants, roomservices and a limited number of outdoor added services

• Limited service Hotel: this type is medium-sized and corresponds tothree-star hotel in Vietnam The hotel products sell at the averageprice (the third highest) in the market These hotels offer only alimited number of services

• Economy Hotel: this is a small hotel with a low rank (from one totwo stars) Selling prices of products also are low (below mediumprice) in the market These hotels do not necessarily need to havecatering services, but there must be some simple additional servicessuch as laundry service, information service, free Wi-Fi, etc

 According to the price of accommodation products:

• Luxury Hotel: the hotel has the highest selling price The marketprice of products is 85 or higher on the measure

• Up- scale Hotel: the hotel sells products to the market at relativelyhigh price, in the range of 70-85 on the measure

• Mid- price Hotel: the hotel sells products to the market at themedium price, in the range of 40-70 on the measure

• Economy Hotel: the hotel sells products to the market at reasonablylow price, in the range of 20-40 on the measure

• Budget Hotel: the hotel has the lowest selling price Price rangefrom 20 or less on the measure

 According to the scale hotel: based on the number of the chamberaccording to the design of the hotel that the hotel is divided into thefollowing types:

• Large-scale Hotel: the hotel has five star rank (as a rule must havelarge scale), corresponding to the number of the room is 200 orover

• Medium-scale Hotel: there are hotels which have a number of roomsfrom 50 to 200

• Small-scale Hotel: the hotel has a number of rooms that is located inthe lower limit of the ranking according to the criteria

 According to the ownership and management forms:

• Private Hotel: the hotel has an investor who is an individual orlimited liability company The owner manages and operates thehotel business They are also responsible for the final businessresults of the hotel

• State Hotel: the initial capital hotel is owned by the state, run by anorganization or a state-owned company that manages and operatesthe hotel business That organization is also responsible for the finalbusiness results of the hotel

• Joint Venture Hotel: the hotel is invested by two or more investors

to build and purchase equipment In terms of management, theremay be two or more partners involved in operating and managingthe hotel

2.1.2 Concepts of hotel business

The hotel industry not only offers self-service options, but also sells items

from other sectors and fields of the economy, such as agriculture, processing,light industry, banking, postal and telecommunications services, transportation,power, and water As a result, the hotel industry delivers services to itscustomers while also acting as a true intermediary provide services for theconsumption (distribution) of products from other sectors of the economy Twoprocesses in the hotel industry generally go hand in hand: service creation andconsumption Although most hotel services must be paid immediately, someservices are not paid directly in order to boost client happiness, satisfy them,and so increase revenue Customers will be attracted, and their marketcompetitiveness will increase For instance, information services, customerservice services, and so on The term "hotel business" originally referred to theactivity of providing lodging for visitors in hotels and inns When guests'preferences for lodging and meals become increasingly diverse, the hotelindustry has extended to include campgrounds, tourist villages, hotels -apartments, and motels, among other things However, hotels continue toaccount for a significant percentage of the market and are the primary facilitiesoffering amenities The most basic of business activities is meeting the needs

of guests for lodging, which is why this form of business is known as " hotelbusiness " In short, the hotel industry's content is becoming increasingly

diverse and broadened People still recognize both the wide and limiteddefinitions of the term "hotel business" as a result of this development.

However, today's definition of hotel industry, whether broad or restricted,encompasses the provision of extra services Additional services are becomingincreasingly numerous, diverse in nature, and often suited for eachaccommodation business's location, rank, style, size, and target client market.The group of services should be excluded in the limited sense of the hotelbusiness idea, but it is impossible to find accommodation facilities that do notcover the dining demands of visitors nowadays It doesn't matter if it's just forbreakfast In the broadest sense, the hotel industry can be described as follows:

“A hotel business is a profit-making enterprise that provides lodging, catering,

and other services to visitors in order to meet their demands for food, lodging, and entertainment in tourist destinations”.

2.1.3 Hotel business functions and missions

2.1.3.1 Functions of hotel business

• The hotel is built up with the functions of creating, marketing, and

consuming products to suit the demands of leisure and entertainmentfor all domestic and international tourists visiting the location

• The hotel offers seminars and conferences for companies and tourist

sectors in need

2.1.3.2 Missions of hotel business

 For the society

• Hotels abide by all applicable laws, as well as their obligations to the

state and the tourism industry Hotel business contributes to increasingthe satisfaction and recovery of working capacity and productionemployees by addressing the demands of rest during human journey

time The role of the accommodation terminology is to assist inmeeting the demand for people to travel and rest In addition, the hotelindustry helps people improve their spiritual lives by providing leisuretimes after long periods of work.

• The hotel industry must promote social security, protect the

environment, and preserve national cultural heritage The hotelindustry also provides several opportunities for cross-culturalengagement between countries and people from various geographicalregions throughout the world

• This has a lot of ramifications for cross-cultural interactions, and it

helps to achieve the goal of harmonious friendship Not only that, butthe hotel has hosted many important events such as the signing ofinternational political and commercial agreements As a result, hotelindustry activities contribute significantly to the growth and trade ofcountries and peoples around the world in a variety of ways.Furthermore, the hotel industry employs a big number of people,resulting in career opportunities for local residents

 For the economy:

• The hotel sector is one of the most important operations in thetourism industry, and it fulfills a critical function Furthermore, thisactivity has an impact on the development of the tourism industry aswell as the country's overall social and economic life

• The hotel industry helps to move consumer funds from oneregion to another, and from one country to another In this sense, thehotel industry can be said to contribute to the growth of each,region's and nation's GDP Many diverse industries in the economyrely heavily on the hotel industry

2.2 Theoretical basis of entertainment business

2.2.1 Concepts of entertainment business in hotel

Entertainment is a sort of business that offers game items in order to makemoney, service various clients, and meet the demands of various types ofcustomers

The entertainment is a business that provides entertainment and rest totourists and those who can afford it, with a variety of activities andfunctions that are available practically 24 hours a day, seven days a week

In terms of functionality, the entertainment not only provides entertainingwith all games for customers, but it also accommodates their requests Inaddition, the entertainment serves as a location for customers to rest and beeaten as they entertained

The entertainment also offers a wide range of service options Theentertainment can serve guests according to the entertainment's list,including providing list of games for guests to choose or serve themselves;the entertainment business in a hotel includes activities such as playing andproviding food and drinks to customers, as well as providing other services

to meet the needs of food and entertainment The goal is to make moneyand grow the business

2.2.2 Characteristics of entertainment business

The following are some of the basic aspects of the hotel catering industry:

 Entertainment services for all types of guests from home and abroad.This requires the entertainment department to structure the customer'sentertainment services according to the customer's habits, but it doesnot allow guests to be forced to follow local customs

 Close and synchronous coordination between those serving theentertainment, processing food and providing drinks, and those whohandle client payment procedures is required to achieve the mostcomplete, fastest, and highest quality customer service needs.

 Entertainment products are diverse products and always change overtime Moreover, safety and quality must be ensured to serve customers

in the best way

 The entertainment service offers a wide range of options, includingEuropean and Asian games, video games, and gambling As a result, inorder to provide the greatest service, the service employees must have

a thorough understanding of each type of product

2.2.3 The roles of the entertainment business in the hotel

 The entertainment is an essential aspect of the hotel; without it, thehotel would struggle to function fully and successfully Customers atthe hotel have dining and entertainment demands, which are met by theentertainment

 Worker jobs should be created In addition, the entertainmentestablishes a distinct brand for the hotel, making it appealing andmeeting tourists' entertainment needs Entertainment is also a keyrevenue generator for hotels, contributing to total hotel revenue

 The hotel's entertainment's primary function is to sell service aboutgames, food and beverages and to cater to the eating needs of hotelguests This is a vital and necessary activity in the hotel industry,ensuring that guests' demands are met to the fullest extent possible andurgent needs of today's tourists

CHAPTER 3 : CASE DESCRIPTION

3.1 Royal Riverside Hoi An hotel overview

3.1.1 General information of Royal Riverside Hoi An hotel

3.1.1.1 Royal Riverside Hoi An hotel’s establishment and development

Picture 1: Royal Riverside Hoi An hotel

NAME: ROYAL RIVERSIDE HOIAN HOTEL

📬 Address: 40 Nguyen Du, Cam Pho, 510 Hoi An

📬 Email: info@royalriversidehoian.com

☎️ Phone: (84-235) 3666 979

📬 Hotline: (84-235) 3666 779

📬 https://royalriversidehoian.com/

Established in 1999, formerly known as Pacific Hotel Joint Stock Company.

In early 2021, the enterprise officially changed its name to Royal CapitalGroup Joint Stock Company (Royal Capital Group), marking a turning point

in a new phase

 Royal Capital Group operates in three focus areas, including real estate,hotels and resorts, and entertainment With the desire to bring to the marketproducts and services of international standards and completely newexperiences in modern lifestyles in any field, Royal Capital Group alsoproves its core role in shaping user trends

 Right from the early days of establishment, Royal Capital Group (formerlyknown as Royal Hoi An Group) has determined to take quality as a guidelinefor development Starting from a small hotel business, Royal Capital Grouphas now affirmed its leading position in the field of hotel and real estatebusiness in Hoi An and Central Vietnam The works carried out by theGroup have contributed to "changing the skin, changing the flesh" of Hoi

An, bringing a lot of tourism potential to the locality With a long-termvision and a view toward sustainable development, Royal Capital Group hasbeen focusing on and developing the fields of accommodation, 5-star hotels,and real estate with a series of large-scale projects such as Mercure Hoi AnRoyal, Royal Riverside, River Suite Hoi An, Notably, Hotel Royal Hoi An

—Mgallery by Sofitel is one of the first luxury boutique hotels and the only5-star hotel in Hoi An Throughout the period of establishment anddevelopment, the Group has chosen for itself two pillars to focus on:investing in talents and building relationships with professional internationalpartners to create values for the Group & community with the higheststandards

 Just 500 meters from Hoi An Ancient Town, Royal Riverside Hoi An Hotel

is one of the top 4-star hotels in Hoi An suitable for couples, families, orbusiness vacations Quietly located on the banks of the Thu Bon River,covered by green trees, Royal Riverside Hoi An Hotel stands out with itsoriental architecture, warm welcome and perfect resort services Herevisitors will surely get the most peaceful relaxing space The hotel has a total

of 50 bedrooms arranged in villas and 3-storey buildings All rooms are fullyequipped with equipment, amenities and living items according tointernational 4-star standards Along with that, other guests will have theopportunity to explore the unique features of the history and culture of theancient Champa kingdom as well as taste the unique specialties of this semi-mountainous region Royal Riverside Hoi An Hotel is located at 40 Nguyen

Du, Cam Pho Ward, Hoi An, Quang Nam, Vietnam

 After more than 8 years of operation, the hotel has created a reputation andreputation among the hotel team in Central Vietnam The hotel is rated bythe National Administration of Tourism as one of the good hotels witheffective business The hotel was awarded certificates of merit bydepartments in the city, certificates of merit in recognition of achievementssuch as: Certificate of quality, hygiene and food safety from the Department

of Health, the General Department of Tourism awarded the certificate ofmerit for the application, excellent worker

3.1.1.2 Royal Riverside Hoi An hotel’s function and tasks

The hotel's primary function is to provide lodging services In addition, inorder to properly serve its main role, it also provides other services such ascatering and extra services (Spa, Internet, Bar, party organization,

conference ) Accommodation services are provided All of these servicesare designed to meet the needs of both domestic and foreign visitors to Hoi

An who stay at the Royal Riverside Hoi An hotel

- The hotel's major goal is to provide lodging, food, and other servicesthat adequately suit the demands of visitors while they are stayingthere In addition, the hotel must do additional responsibilities such as:

- Complying with all regulations established by the General Department

of Tourism and the local Department of Tourism

- Complying with all tax laws and regulations set forth by thegovernment

- Improving service quality and company efficiency by effectivelyutilizing and managing existing physical and technological facilities,investment capital, and human resources

- Effectively implementing fire prevention and suppression measures toprotect the safety of both property and tourists while they are stayinghere

- It is necessary to ensure the staff's safety

3.1.2 System of hotel products and services

Sum 50 100.00

- There are 50 international standard rooms with elegant and cozy designsoverlooking the vibrant city, providing comfort, relaxation, and comfort forbusiness trips with three room types: Suite, Superior, Junior, with spaciousareas ranging from 28 to 62m2, elegantly designed and equipped with allnecessary equipment and services

Table 3.2 Entertainments affiliated to the hotel

3.1.2.2 Entertainment Service

Picture 2: Royal Riverside Hoi An hotel’s pool

Picture 3: Royal Riverside Hoi An’s bar.

Picture 4: Royal Riverside Hoi An’s casino

Picture 5: Royal Riverside Hoi An’s Spa

 Royal Riverside Hotel Hoi An has entertainment services such as bar, spa, swimming pool, casino These are the services that customers are most interested in.

3.1.2.3 Additional service

 Conference and seminar services: podiums, amplifiers, microphones,writing boards, projectors, screens, and other modern audio-visualequipment are available in the hotel's meeting rooms The hall is large,airy, and well-lit, making it ideal for holding conferences and seminars

 Relaxing massage service to relieve tension and fatigue for guests

 Free Internet access and karaoke

 Souvenir stalls selling a variety of handicrafts, including brocade, silk,and young stone

 The hotel also boasts a fleet of luxury tourist automobiles with seatingcapacities ranging from 4 to 15 people

3.1.3 Royal Riverside Hoi An hotel’s operation system 3.1.3.1 Royal Riverside Hoi An hotel’s organization diagram Diagram 3.1: The organization structure of Royal Riverside Hoi An hotel

General Manager

Deputy General Manager

Functions and task each department at Royal Riverside Hoi An hotel.

 General manager:

o This is the hotel's manager and leader, responsible for monitoring

and inspecting each department's performance, arranging andassigning tasks to departments, groups, and individuals, andoverseeing production and business operations, effective

o The director has the highest level of responsibility, and is in

charge of managing the hotel's business activities within thecapital framework, as well as implementing policies and benefits

in accordance with state rules

 Deputy General Director

o The task of this post is to help GM to run the hotel and to solvethe hotel’s issue

 FO Department

o Meeting guests and serving guest’s need at the reception desk isthe main task of this department Besides, this department isresponsible for making check-in and check-out procedures forguest and taking charge of cashier, paying customers

 Accounting Department

o The main task of this position is responsible for overseeing themanagement of all financial activities in the hotel as well asclosely managing hotel revenues This is also the person who isresponsible for paying taxes in accordance with the law andplanning the finance plan for the hotel

 Sale & Marketing Department

Staff

Staff

o This department look for different market sources to penetratethe market, organizes activities to sell all services in the hotel,mainly room, conferences and banquets.

 F&B Department

o This is an important department which directly contact guests.The main work of this department is responsible for makingpolicies reasonable prices as well as offering incentive programfor customers Moreover, this apartment also serves all thedemands of guests in dining according to the standard progress

of a waiter

 Engineering Department

o The main task of this position is to perform the function ofmanaging the technical facilities of the hotel, to provide thenecessary technical conditions for the hotel to operate normallyand ensure the quality of the hotel service

 Human Resource Department

o This department doesn’t directly contact staff but this department

is very important for the operation of the entire hotel inrecruiting and training of employees People in this departmentdirectly manage employees by regularly monitoring andevaluating the staff members and receive comments fromsuperiors Seeking personal to supplement empty or weak parts isalso the task of this department

 Entertainment department

o The main objective of this department is design programsaccording to the needs of guests (organizing games,entertainment programs when required) Organize parties,

festivals or games during the hotel's celebrations to increasesolidarity between departments and all employees in the hotel.

 Kitchen Department

o The main objective of this department is to create delicious foodwith high food safety and to take the highest responsible forprocessing food Besides, this department is also responsible forarranging staff and sending activity reports to superiors

 Security Department

o The main function of this position is to be responsible for safetyissues for the whole hotel and to control the operation of mosthotel staff as well as the behaviour of guests to ensure stability insecurity for the hotel

 HK Department

o The main work of this department is to clean rooms and to checkrooms when guests check out in the best and fastest condition.When guests stay at the hotel, cleaning areas as well as the lobbyarea must be secured