An investigation into the real situation and some solutions for improving the service quality of front office at indochine hotel kon tum

This study looks at the service process and suggests some ways for improving the Front Offices service quality at Indochine Hotel Kon Tum. This service is critical; its quality has a direct impact on the hotels operation. As a result, in this survey, Id want to emphasize the importance of the front desk as well as the service at Indochine Hotel Kon Tum. By observing to recognize the existing state of service quality, I would want to highlight the strengths and, at the end, make recommendations to address the accommodation services deficiencies.

DUY TAN UNIVERSITY FACULTY OF ENGLISH NGUYEN KIM KHANH AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS FOR IMPROVING THE SERVICE QUALITY OF FRONT OFFICE AT INDOCHINE HOTEL KON TUM GRADUATION PAPER IN ENGLISH LINGUISTICS DA NANG, 2022 DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION PAPER AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS FOR IMPROVING THE SERVICE QUALITY OF FRONT OFFICE AT INDOCHINE HOTEL KON TUM Major: English for Tourism SUPERVISOR : PHAN THI LE HUYEN, M.A STUDENT : NGUYEN KIM KHANH CLASS : K24NAD6 STUDENT CODE : 24203201505 DA NANG, 2022 ACKNOWLEDGEMENT This graduation paper would not have been possible without the help and support of many people I am thankful for their enthusiastic guidance, invaluable criticism and meaningful advice which together become a great advantage for me to overcoming the hardship in accomplishing this challenging opportunity First of all, a special gratitude I give to my supervisor, Ms Phan Thi Le Huyen for her patience, motivation, enthusiasm, and immense knowledge Her guidance helped me in all the time of doing research and writing this paper Secondly, I would like to express my gratitude to all teachers of Faculty of English at Duy Tan University who educated me with their enthusiasm They also create good condition for me can show my strength, improve many working skills and be more mature Thirdly, I want to give my thanks to Indochine Hotel Kon Tum for providing me with a good environment and valuable information as the guidance to complete this graduation paper I would like to take this opportunity to say deepest thanks to my friends and especially my family, who give me with encouragement, supports and inspirations as well as the great care and love during the process of doing the paper Moreover, the shortcomings in this paper are unavoidable Therefore, I hope to receive the sympathy from teachers and friends I am grateful to all of you I wish all of you good health and success! Yours sincerely! Nguyen Kim Khanh STATEMENT OF THE AUTHORSHIP Except where reference is made in the text of the thesis, I guarantee that this report is written completely not based on any material published elsewhere or extracted in the whole or in part from a thesis by which have qualified for or been awarded another degree or diploma No other person’s work has been used without due acknowledgement in the thesis This thesis has not been submitted for award of any degree or diploma in any other tertiary institution Danang, May 09 th, 2022 NGUYEN KIM KHANH ABSTRACT This study looks at the service process and suggests some ways for improving the Front Office's service quality at Indochine Hotel Kon Tum This service is critical; its quality has a direct impact on the hotel's operation As a result, in this survey, I'd want to emphasize the importance of the front desk as well as the service at Indochine Hotel Kon Tum By observing to recognize the existing state of service quality, I would want to highlight the strengths and, at the end, make recommendations to address the accommodation service's deficiencies LIST OF TABLES Table Room catalogue and room rates .23 Table The Structure of employees at Front Office Department at Indochine Hotel Kon Tum .41 Table The business result of Indochine Hotel Kon Tum from 2017 to 2019 .42 Table According to the number of guests arriving at the hotel from 2017 to 2019 43 Table According to purposes of traveling 46 Table According to forms of traveling .48 Table Facilities and tools at Indochine Hotel Kon Tum 49 Table Facilities and tools at F.O- Indochine Hotel Kon Tum 50 Table Structure of employees at Front Office Department at Indochine Hotel Kon Tum 51 Table 10 The revenue of each department at Indochine Hotel Kon Tum .54 Table 11 Tourists’criticism for reception service and other services at Indochine Hotel Kon Tum 57 Table 12 Customer satisfaction concerning reliability 58 Table 13 Customer satisfaction concerning responsiveness 59 Table 14 Customer satisfactions concerning assurance 60 Table 15 Customer satisfaction concerning empathy 61 Table 16 Overall customer satisfaction towards service quality 62 LIST OF FIGURES Figure The guest’s structure according to the purposes of traveling in 2017 .47 Figure The guest’s structure according to the purposes of traveling in 2018 .47 Figure The guest’s structure according to the purposes of traveling in 2019 .48 LIST OF DIAGRAMS Diagram Operation System of Indochine Hotel Kon Tum 35 Diagram Operation structure of Front Office Department 36 Diagram Service process at the Indochine Hotel Kon Tum .40 LIST OF ABBREVITIONS F.O: Front Office HK: Housekeeping MICE: Meeting Incentive Conference Event GDP: Gross Domestic Product CV19: Covid 19 TV: Television P (%): Pecent TABLE OF CONTENTS ACKNOWLEDGEMENT .i ABSTRACT iii LIST OF TABLES .iv LIST OF DIAGRAMS v LIST OF ABBREVITIONS vi TABLE OF CONTENTS vii