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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.
NG O VA N QU OC BA O– GR AD UA TI ON PA PE R IN EN GL ISH LIN GU IST ICS 202 DUY TAN UNIVERSITY FACULTY OF ENGLISH NGO VAN QUOC BAO AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS FOR IMPROVING THE QUALITY OF ENTERTAINMENT SERVICES AT ROYAL RIVERSIDE HOI AN HOTEL GRADUATION PAPER IN ENGLISH LINGUISTICS DA NANG, 2023 DUY TAN UNIVERSITY FACULTY OF ENGLISH 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 SUPERVISOR : THÁI TRỊNH THẢO NGUYÊN, M.A STUDENT : NGÔ VĂN QUỐC BẢO CLASS : K25 NAD2 STUDENT CODE : 25213504740 DA NANG, 2023 GRADUATION THESIS i SUPERVISOR: THAI TRINH THAO NGUYEN ACKNOWLEDGEMENTS Without the assistance, direction, and support of my dear instructors and friends, my graduate paper would not be complete First of all, I would like to express my gratitude to all of my Duy Tan University teachers I would not be who I am or where I am now if it were not for them Second, I would like to express my gratitude to the lecturers at Duy Tan University's Foreign Language Department for conveying information from my studies to society during the past four years Four years was a good length for me to learn and assimilate information What I had accomplished was the luggage that would allow me to confidently enter real life Such invaluable 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 my supervisor, Mrs Thai Trinh Thao Nguyen Who provided me thoughtful and sincere advice on how to improve my graduation project She gave helpful advice and shared unforgettable experiences Last but not least, I would like to express with my beloved parents for their encouragement and moral support throughout the studies I wish you all the best of health and success Your Sincerely student Ngo Van Quoc Bao Student: Ngo Van Quoc Bao code: 25213504740 GRADUATION THESIS ii SUPERVISOR: THAI TRINH THAO NGUYEN STATEMENT OF AUTHORSHIP I declare that, to the best of my knowledge, this paper contains no previously published content It does not use any material previously submitted 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's work has been utilized This graduation paper has not been submitted to any other tertiary institution for the award of a degree or diploma Danang, April 5th 2023 Student Ngo Van Quoc Bao Student: Ngo Van Quoc Bao code: 25213504740 GRADUATION THESIS iii SUPERVISOR: THAI TRINH THAO NGUYEN ABSTRACT 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 hotel's quality-based 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 hotel's 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 Student: Ngo Van Quoc Bao code: 25213504740 GRADUATION THESIS iv SUPERVISOR: THAI TRINH THAO NGUYEN LIST OF TABLES Table 3.1 Types of room at Royal Riverside Hoi An hotel 18 Table 3.2 Entertainment department affiliated to the hotel 18 Table 3.5: The Structure of labor of Entertainment to the hotel………… … 29 Table 4.1: Structure of guest coming to Royal Riverside Hoi An hotel from 2020 to 2022……………………………………………………………… 34 Table 4.2: The structure of guests at Royal Riverside Hoi An’s entertainment 36 Table 4.3: Guests’ evaluation of facilities of the Royal Riverside Hoi An’s entertainment department 38 Table 4.4: Evaluation of guests about staff(%) .41 Table 4.5: Evaluation about Entertainment service quality 43 Student: Ngo Van Quoc Bao code: 25213504740 GRADUATION THESIS v SUPERVISOR: THAI TRINH THAO NGUYEN 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 entertainment department in recent years 37 Chart 3: Guests’ evaluation of facilities of the Royal Riverside Hoi An’s entertainment department .40 Chart 4: Evaluation of guests about staff 42 Student: Ngo Van Quoc Bao code: 25213504740 GRADUATION THESIS vi SUPERVISOR: THAI TRINH THAO NGUYEN TABLE OF CONTENTS ACKNOWLEDGEMENTS i STATEMENT OF AUTHORSHIP .ii ABSTRACT iii CHAPTER 1: INTRODUCTION 1 Rationale Aims and objectives .2 Scope of the study Method of the study .3 Organization of the Study .3 CHAPTER THEORETICAL BACKGROUND 2.1 Theoretical overview of hotel business operation 2.1.1 Hotel .4 2.1.1.1 Concepts of hotel .4 2.1.1.2 Classifications of hotel 2.1.2 Concepts of hotel business 2.1.3 Hotel business functions and missions 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 : 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 Student: Ngo Van Quoc Bao code: 25213504740 GRADUATION THESIS vii SUPERVISOR: THAI TRINH THAO NGUYEN 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 : 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 Student: Ngo Van Quoc Bao code: 25213504740 GRADUATION THESIS viii SUPERVISOR: THAI TRINH THAO NGUYEN 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 Student: Ngo Van Quoc Bao code: 25213504740