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.
Aims and Objectives
Aims
My research intends to investigate and propose some suggestions for enhancing the quality of Front Office Department at Indochine Hotel Kon Tum by addressing the shortcomings and promoting the strengths
The study focuses on analysis to highlight the Front Office Department's strengths and drawbacks at IndochineHotel Kon Tum.
Objectives
The goal of this study is to achieve the following things:
Conduct a thorough investigation into the entire serving method of the Indochine Hotel Kon Tum's reception service quality.
Determine the strengths and weaknesses of the reception operations, as well as potential solutions for luring travelers to the IndochineHotel Kon Tum.
Gather customer feedback on the quality of the Indochine Hotel Kon Tum's reception service Determine the causes and effects so that weak points can be improved in order to achieve the goal "How can I make a positive first impression on customers at Indochine Hotel Kon Tum's Front Desk?"
Scope of the Study
The study focuses on the quality of service of the Front Office, the strategy of attracting guests, and so on.
The research finds out the disadvantages and advantages associated with the procedures.
Method of the Study
In order to finish the graduation paper, I would like to use the following methods:
Method of Observation: the activities, equipment – facilities, and employee’s work performance of Front Office Department at Indochine Hotel Kon Tum were carried out.
Method of Collection: data were collected from books, websites and researches.
Method of Description: I administered a survey to guests, then I check the information obtained to give detailed description of Front Office service about three aspects including quality, quantity and service.
Method of Analysis: from data collected, we analyzed the real situation of
Front Desk at Indochine Hotel Kon Tum From this, I offered some solutions for improving its service quality at Indochine Hotel Kon Tum.
Organization of the Study
In addition to the table of contents, list of tables and figures, list of references, the graduation papeer includes six parts:
Chapter 1: Introduction – shows the rationale for choosing the topic, the aims and objectives, the scope, the methods and the organization of the study.
Chapter 2: Theoretical background It introduces theories related to the hotel business.
Chapter 3: Case description It focuses on describing the overview and reception department at Indochine Hotel Kon Tum.
Chapter 6: Conclusion and suggestions This part is the summary of research’s finding.
THEORETICAL BACKGROUND
An over view of Hotel
To give a detailed description of a hotel, we must first comprehend the history of the hotel's origin and evolution in order to gain a more comprehensive understanding of this concept The term hotel is originated from the French language and refers to a location that serves overnight guests It was first used in our country in the early twentieth century.
When talking about hotels, people often understand that this is the basis for renting houses The hotel is a business base providing accommodation, meals and other guest services According to Vietnam Standard TCVN 4391: 2009 on tourist hotels: "The hotel is a tourist accommodation with at least 10 rooms, and ensures the quality of facilities, equipment and services needed set for travelers ".
Morcel Gotie, a travel and hotel researcher, defined: "The hotel is a temporary accommodation for visitors Along with the bedrooms, there are restaurants with many different categories".
According to business’s dictionary "Hotel is a commercial establishment which provides accommodation, meals, and other services for travelers and tourists It is an establishment that must have a minimum of six letting bedrooms, at least three of which must have attached private bathroom facilities Although hotels are classified into star categories (1-Star to 5-Star), there is no standard Method of assigning these ratings, and compliance with voluntary customary requirements".
Tourist accommodation establishments are defined as institutions that rent rooms, beds, and provide services under the Tourism Law The hotel, in particular, is the primary lodging facility They come in a variety of shapes and sizes, and they're divided into groups depending on criteria including geographic location, service quality, price of lodging items, scale hotel, ownership, and management.
2.1.2.1 The size of the hotel
• City Hotel (Pubic Hotel): it is built in big city centers or densely populated urban centers in order to serve visitors for public purposes, family visits, shopping or cultural tours In Vietnam, high-ranking city hotels are concentrated in the large city (Da Nang, Hanoi, Ho Chi Minh, etc.)
• Resort Hotel: this type is built in resort based on natural resources such as beach or mountain hotels Guests come here mainly for relaxation There are few visitors studying the ecological environment Resort hotels are often subject to climate conditions, thus those works seasonally In Vietnam, resort hotels are constructed on the big beaches in Da Nang, Quy Nhon, Ha Long, etc
• Suburban Hotel: it is built on the outskirts of the city or urban centers, moderately priced and mostly medium, large or small size The main guest market of this hotel is a medium or low paying customer.
• Highway Hotel: it is built along the national highways to serve passengers who travel on national highways and use vehicles or motor
• Airport Hotel: it is Hotels located near the Airport, especially international airports Guests of this hotel includes: business clientele, airline passengers with overnight travel layovers or canceled flights and airline personnel.
According to the service levels:
• Luxury Hotel: this is the highest ranking hotel, corresponding to 5-star hotel in Vietnam A large-scale hotel is equipped with expensive luxury facilities This type of hotel offers the top level of additional services, especially the additional services in room, outdoor entertainment services, beauty services, etc The products also are sold at the highest price in the marketplace
• Full Service Hotel: these are hotels selling products with the second highest price in the market, corresponding to 4-star hotels in Vietnam The hotel market of these hotels has high solvency In addition, the hotel offers full service, parking, restaurants, room services and a limited number of outdoor added services
• Limited service Hotel: this type is medium-sized and corresponds to three- star hotel in Vietnam The hotel products sell at the average price (the third highest) in the market These hotels offer only a limited number of services
• Economy Hotel: this is a small hotel with a low rank (from one to two stars). Selling prices of products also are low (below medium price) in the market These hotels do not necessarily need to have catering services, but there must be some simple additional services such 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 market price of products is 85 or higher on the measure.
- Up-scale Hotel: the hotel sells products to the market at relatively high price, in the range of 70-85 on the measure
- Mid-price Hotel: the hotel sells products to the market at the medium price, in the range of 40-70 on the measure
- Economy Hotel: the hotel sells products to the market at reasonably low price, in the range of 20-40 on the measure
- Budget Hotel: the hotel has the lowest selling price Price range from 20 or less on the measure
According to the scale hotel:
Based on the number of the chamber according to the design of the hotel, the hotel is divided into the following types:
- Large-scale Hotel: the hotel has five stars rank (as a rule must have large scale), corresponding to the number of the room is 200 or over
- Medium-scale Hotel: there are hotels which have a number of rooms from
- Small-scale Hotel: the hotel has a number of rooms that is located in the 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 or limited liability company The owner manages and operates the hotel business They are also responsible for the final business results of the hotel
- State Hotel: the initial capital hotel is owned by the state, run by an organization or a state-owned company that manages and operates the hotel business. That organization is also responsible for the final business 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, there may be two or more partners involved in operating and managing the hotel.
CASE DESCRIPTION
General information of Indochine Hotel Kon Tum
Indochine Hotel Kon Tum is invested by Po Lang- Kon Tum Tourism Joint Stock Company managed by Director Le Tri Dung was established in 2011. Indochine Hotel Kon Tum 3 star standard with 8 floors including 81 rooms are fully equipped with amenities, cozy and elegant interiors and rich, high quality services ready to serve you Located on the banks of the romantic Dakbla River, only about
50 minutes by car from the domestic airport Indochine Hotel Kon Tum is an ideal stopover for travelers Standing on a high floor, you can have a panoramic view of a young city.
In particular, Indochine Hotel Kon Tum also owns many business divisions such as: buffet restaurant with spacious and airy space, skilled chefs and enthusiastic attentive service that always wishes to bring to customer satisfaction and comfort With an extensive menu of special Eurasian dishes along with fine drinks.
Indochine Palace Convention Center is designed on a cool, windy location, theDakbla River flows against the charming river scenery Po Lang lobby on the 1 st floor - Indochine Palace has an area of up to 702m 2 , meeting a large space for large- scale events From gala gala, luxury wedding parties to large conferences, all choose to hold here, the 342m 2 Bamboo Hall can accommodate up to 500 people.Pre-designed main stage, luxurious dance floor, with a beautiful location outside the balcony This is an elegant and cozy party venue, wooden hall – 2nd floor - 1st floor
Indochine Palace area 380m 2 with luxurious wooden design, available stage. Suitable for seminars, wedding parties from 100 to 500 guests.
Indochine Coffee with the architecture of 15 inverted cones, inspired by theVietnamese fishery, and Indochine karaoke with open space were built to meet the relaxation needs of customers All of Indochine's customer care services, including airport transfers, leisure services, health and beauty care, entertainment, and culinary specialties, are designed to provide you with the finest levels of luxury,class, and privacy in a pleasant and welcoming setting Furthermore, Indochine hotel services are accessible 24 hours a day, 7 days a week to meet all of your needs and provide you with a really unforgettable vacation
Address: 30 Bach Dang, Quyet Thang Ward, City Kon Tum, Kon Tum
3.1.1 Functions and Responsibilities of Indochine Hotel Kon Tum
3.1.1.1 Functions of Indochine Hotel Kon Tum.
Indochine Hotel Kon Tum has 81 luxury rooms with high-end furnishings All of the accommodations feature a lovely view of the Dak Bla River or the major city.
In addition, the Indochine Hotel Kon Tum offers a shuttle service, a resort, a spa, health care, entertainment, and gastronomy, among other services, with the following operational criteria: luxury, seclusion, and exclusivity Unique and stylish, comfy and pleasant, this hotel will provide you with an unforgettable stay. The crew of the Indochine Hotel Kon Tum is well-trained and competent, with committed and attentive employees who ensure that even the most discerning guests are satisfied Besides, with the professionalism in the service style of seasoned and attentive staff, it is guaranteed to satisfy even the most difficult customers.
Besides, with the professionalism in the service style of seasoned and attentive staff, it is guaranteed to satisfy even the most difficult customers.
Room types available in the hotel:
Room Type Quantity Room Rate Square Meters
Table 1 Room catalogue and room rates
3.1.1.2 Responsibilities of Indochine Hotel Kon Tum.
IndochineHotel Kon Tum offers the greatest services to visitors when they are staying at the hotel, including accommodations, cuisine, and entertainment, in order to deliver a sense of ease and contentment It also educates staff on how to increase labor efficiency and service quality, enhance workers' lives, work collaboratively with them, and rigorously adhere to labor regulations.
The hotel must pay the full national budget, provide social security, and maintain the environment for the local government To promote economic efficiency in business operations and contribute to the growth of the local economy, the hotel guarantees that business plans are completed and that the hotel's finances and human resources are closely controlled.
The hotel offers 13 Standard rooms with high-class wooden furniture, windy balcony and airy space, with an area of 28m 2 fully carpeted All rooms have windows, let in natural light and have a convenient working area with internet connection (network cable and socket ready) and standard and stylish furniture.
Corner mini bar, convenient tea and coffee right in the room Slim Fix 21 inch TV with attractive international TV channel system.
Guests can comfortably arrange their clothes and belongings with a wardrobe.
In particular, the bathroom is equipped with many amenities, bringing moments of relaxation and refreshment after a long day of sightseeing or working.
-Standard room with 02 single beds or 03 single beds.
-Each room is completely furnished with the following amenities: Work area, Cable television, Telephone, High speed internet in living room and bedroom, Individual air conditioning in each room, Bathtub and slippers, Hairdryer, Super speed cooker, Fridge, Free 02 or 03 bottles of mineral water for free, TV SLIM FIX 21'', Serving daily buffet breakfast.
The hotel offers 20 Superior rooms with an area of 28m 2 that are fully carpeted Each room has a convenient work desk with internet connection (network cable and socket ready) and a stylish tea table Corner mini bar with convenient drinks and snacks right in the room Slim Fix 21 inch TV with attractive international TV channel system.
Guests can comfortably arrange their clothes and belongings with a double wardrobe In particular, the bathroom is equipped with many amenities, bringing moments of relaxation and refreshment after a long day of sightseeing or working.
- Each room has 2 single beds or 3 single beds
- Each room is completely furnished with the following amenities: Cable TV,Telephone, High speed Internet, Air conditioning, Bathtub, Hairdryer, Super speed kettle, Refrigerator, Free 02 or 03 complimentary bottles of mineral water, SLIMFIX 21'' TV , Serve daily breakfast buffet.
From the Deluxe rooms located on the high floor facing the river, you can enjoy the beauty of the city as well as the romantic Dakbla river view The majestic rolling mountains and fertile fields Deluxe rooms are designed in a unique style to create a fresh atmosphere The luxurious bed will gently lull you into a dream.
The hotel offers 28 Deluxe rooms with an area of 28m 2 that are fully carpeted. Each room has 1 double bed, 2 single beds or 3 single beds, and the wireless Internet system allows easy access to the network anywhere in the hotel premises, with a convenient desk with internet connection (Network cable and socket ready) and stylish coffee table set Corner mini bar with convenient drinks and snacks right in the room 21 inch SLIM FIX TV with attractive international channel system.
-Bed type: Singel, double or triple
-Each room is completely furnished with the following amenities: Cable TV,Telephone, High speed Internet, Air conditioning, Bathtub, Hairdryer, Super speed kettle, Refrigerator, Free 02 or 03 complimentary bottles of mineral water, SLIMFIX 21'' TV , Serve daily breakfast buffet.
The hotel has 8 Premium Deluxe rooms with an area of 28m 2 Relaxing space with luxurious furniture, high-class Queen site wooden bed, fully carpeted, equipped with bathtub.
Each room has a 32" LCD TV with international TV channels ready to help you relax with classic movies Enjoy your own discoveries about the rare beauty of this backflowing river.
-Bed type: 1 double bed, 2 single beds
Real situation of the Front Office Department at Indochine Hotel Kon Tum
3.2 Real situation of the Front Office Department at Indochine Hotel Kon Tum
3.2.1 Operation structure of the Front Office Department
The Front Office Manager supervises a large number of employees The front office department's organization varies depending on the size of the hotel's business, its physical size, and its management rules The front office department's general
Chinese Main Sale Manager Chef
HousekeeperASST FOM organization is shown below.
The receptionist at the hotel is divided into 3 shifts:
Diagram 2 Operation structure of Front Office Department
Each employee in the Front Office department of major hotels is assigned to a distinct line of work The front office department manager will oversee a team of employees that are responsible for a variety of tasks in the front office The following are the key responsibilities of the receptionist positions:
Assigning responsibility for all reception-related duties to the hotel director.
Coordinate all receiving department activities by planning, organizing, and implementing tasks.
Increasing hotel room capacity and income.
Insisting on, inspecting, monitoring, and analyzing the hotel's staff's performance.
Participating in departmental staff selection interviews.
Greeting delegations and VIP visitors.
Professional training and retraining for department staff.
Handling guest complaints and emergency situations that arise in the hotel.
Assisting marketing and working with other hotel departments to complete a variety of activities under the supervision of superiors.
Followings are some prominent roles and responsibilities of the reception manager:
Taking care of the visitors' arrival and departure.
Organizing surprise gifts for guests on significant occasions.
Managing employee evaluations and performance incentives.
Examining current front-office service and procedural standards and, if necessary, introducing new ones.
Assuring and scheduling front-desk personnel.
Overseeing VIP activities and events held at the hotel.
Upgrading to software, if necessary.
Receptionist: Receptionists handle a variety of administrative support tasks, including answering phones, receiving visitors, preparing meeting and training rooms, sorting and distributing mail, and making travel plans.
Greeting clients and visiting with a positive, helpful attitude.
Assisting clients in finding their way around the office.
Helping maintain workplace security by issuing, checking, and collecting badges as necessary and maintaining visitor logs.
Assisting with a variety of administrative tasks including copying, faxing, taking notes, and making travel plans.
Preparing meeting and training rooms.
Answering phones in a professional manner, and routing calls as necessary.
Assisting colleagues with administrative tasks.
Performing ad-hoc administrative duties.
Answering, forwarding, and screening phone calls.
Hiring, managing, and developing the junior administrative team.
The term reservation is used in the hotel industry to describe a guest's booking of a specific room for a specific length of time The guests are not directly addressed by the reservation section.
Reviewing daily hotel reservations is one of a reservation manager's most crucial duties.
Keeping the system up to date with the most recent travel agent rates.
Working with outside travel companies on correspondence.
Assigning daily responsibilities to reservationists.
Obtaining unique offers for repeat customers, VIPs, or large groups of people.
Receiving reservation requests and timely information about hotel room types for travel agencies and booking centers by reservation personnel.
Daily updates, transfers of information, and booking records to receptionist.
Writing a letter confirming the reservation and sending it to the company and the travel agent.
When necessary, asking guests to pay a deposit for the reservation.
Keeping an eye on the quantity of rooms that are available.
Putting together a report on the current booking status.
Merging marketing departments to sell rooms and increase hotel capacity
The guest service manager's responsibilities include:
Handling guest mail, letters, and couriers.
Ensuring that guest messages are delivered on schedule.
Educating guest service personnel such as concierges, bellmen, wallet parking attendants, and porters.
Keeping track of guest service suggestions and complaints.
Scheduling and evaluating guest service personnel.
Ensuring that the personnel provides services in a timely and accurate manner.
Taking a look at the most crucial guest accommodations.
Getting ready to supply guests with the necessary information, such as excursions, mailings, newspaper purchases, publications, flight reservations, and so on.
Getting a doctor in an emergency.
Caring, including polling visitors on their experiences with hotel services.
Making birthday presents for visitors who are staying.
Greeting guests and open the cabin for luggage pickup; direct guests to the front desk for check-in.
Assisting customers in the lobby, such as introducing services, arranging cabs, and so on.
Guests' luggage is transferred to their rooms, luggage is transferred when guests want to change rooms, and luggage is taken out.
Letters, messages, and packages are delivered to the guest rooms.
3.2.3 Requirements of Front Office Staff at Indochine Hotel Kon Tum
The hotel receptionist is known as the "face" of the establishment The receptionist, as the first and final person representing the hotel to pick up, contact, and see off guests, has the responsibility of not only ensuring that "please guests come, please guests," but also of introducing the hotel promotion, attraction, and retention of guests As a result, the receptionist should possess the following characteristics and skills:
Understanding their individual duties and responsibilities at the hotel and front desk as a whole.
Educating themselves on fundamental etiquette and demeanor.
Possessing a nice, courteous, and cordial demeanor.
Wearing the same immaculate uniform, accessories, and footwear.
Maintaining a professional demeanor, a good mood, and a cooperative demeanor.
Being able to deal with difficult conditions.
3.2.4 Serving process of Front Office Department at Indochine Hotel Kon Tum
Each hotel has its own set of procedures for providing the best possible service to its guests The customer care procedure at Indochine Hotel Kon Tum is as follows:
Diagram 3 Service process at the Indochine Hotel Kon Tum
Prior to the arrival of guests at the hotel :
Guests will choose a hotel to stay at and make reservations in advance Hotel advertising information, recommendations from family and friends, the hotel's
Prior to the arrival of guests at the hotel,
Guest leave the hotel Guest to the hotel reputation, a positive impression from the previous stay are some of the variables that influence a guest's accommodation choice Furthermore, the persuasion of hotel visitors is influenced by the reservation personnel.
To ensure a rapid and accurate check-in process, the receptionist should prepare the registration file for guests ahead of time Receptionists are expected to prepare the application in advance and assign guests to the room based on the information included in the reservation form transmitted by the reservation staff.
During the arrival phase, specific activities include greeting (welcome drink), check-in procedures, and delivering information to guests.
The receptionist should present the service and provide detailed information about the hotel's policies so that guests are aware.
After the visitors have gone to their rooms, the front desk staff completes the file, which includes processes for declaring guests' temporary occupancy.
The guest's account is opened by the cashier
Guests staying at the hotel :
During this time, the receptionist will work with other departments to offer the requested services, encouraging customers to take advantage of the hotel's amenities The receptionist is also responsible for receiving and managing visitor complaints, as well as ensuring that guests are satisfied This is the time for the hotel to "score," generating an impression of the quality of service that will encourage guests to return or refer friends and relatives, resulting in potential customers for the hotel.
Check-out processes, off-guests, and guest records are all part of this phase's activity.
Mainly responsible at this level for customer payment operations, bill distribution to customers, receiving of room keys, and guest record-keeping.
To reduce wait times, receptionists must keep track of their visitors' daily expenses and produce payment records ahead of time This will contribute to customers being pleased with the swift check-out procedure, encouraging them to return to the hotel in the future - After the customer has completed the payment formalities, the receptionist will see them off:
Inquire about the hotel's service quality with guests.
Assist customers in finding a vehicle (if needed).
Wishing you the best of luck and looking forward to seeing you.
3.2.5 Facilities of Front Office Department at Indochine Hotel Kon Tum
The lobby of Indochine Hotel Kon Tum is designed luxuriously in European style with modern lighting system, shiny tile-lined floors and main pain colour is white Equipped with 1 large sofa, 1 piano, 1 modern TV, etc…
Next to the front office desk are personal lockers for guests to store and go to the beach Slippers, towels, shampoo and life jacket are free at the front desk.
Information systems: When customers have requested, they can make a direct call to reception, and the receptionist will inform the concerned departments.
3.2.6 Employees at Front Office Department
The table below is the Structure of employees at Front Office Department at
Table 2 The Structure of employees at Front Office Department at Indochine
Because of the nature of the job, front-desk employees must be able to adapt to their surroundings and communicate effectively with clients As a result, the majority of employees (about 66, 7%) have a university degree (these are primarily employees at department offices, managers, and supervisors in the parts.) and are thus competent to work Staff members with less than a bachelor's degree work mostly in labor jobs that directly manufacture products and services for hotels.
ANALYSIS AND EVALUATION
Analysis of Revenue and Number of Tourists at Indochine Hotel Kontum
Table 3 The business result of Indochine Hotel Kon Tum from 2017 to 2019
(Source: Accounting department of Indochine Hotel Kon Tum)
Table 3 displays the revenue, cost, and profit figures for Indochine Hotel Kon Tum I discovered that total revenue climbed from 2017 to 2018, but that there was a slight decrease in 2019 compared to 2018 Despite the fact that Covid 19 had a significant impact on Vietnam's tourism sector in general and KonTum's tourism industry in particular by the end of 2018 to 2019, the number of visitors to hotels in 2018-2019 grew Breakfast is enlarged to serve clients who do not book at the hotel, in addition to the property's other services such as swimming pool and restaurant. There was no significant variation due to the cost stability All of these factors contributed to the hotel's increased business efficiency The hotel's profit demonstrated this Total profit increased at a rapid rate from 2017 to 2018, but by
2019, it had declined significantly due to a reduction in hotel rates at preferential rates to attract clients The reason for the lack of a significant drop in revenue is thatKon Tum city was not directly affected by the CV19 service However, following each successful epidemic control, the number of guests bookings increased significantly in tandem with the peak tourist season, more services, and management's efforts in negotiating and collaborating with partners to provide stable guest sources for Indochine Hotel Kon Tum Customers will be highly satisfied, and guests will have peace of mind, thanks to the experienced and skilled service team.
In overall, the hotel's business performance during the last three years has been excellent This is owing to the city of Kon Tum's tourism development in general, as well as the hotel's improvement of facilities and service quality in particular Profits will be higher if the leadership continues to maintain cost stability with appealing policies in the future.
4.1.2 Number of Tourist and Business to Indochine Hotel Kon Tum
The majority of the customers at the Indochine hotel are from Americans, Laos, Vietnam, with a few from other nations Table depicting the number of visitors by nationality It depicts some of the hotel's most notable visitors who purchase tours at the Front Desk The hotel's target clients are classified, which allows us to take certain steps to attract customers from both major and future countries.
Table 4 According to the number of guests arriving at the hotel from 2017 to 2019
The number of guests in Indochine Hotel Kon Tum over the last three years is shown in Table 4 We can observe from the table that the hotel's guests are mostly Laotians The number of Lao visitors to the hotel climbed to 2,767 from 2017 to
2018, which is a positive indicator for Kon Tum and Indochine Hotel Kon Tum in general There are numerous reasons for Lao tourists to visit Vietnam and stay at theIndochine Hotel Kon Tum, but the first reason, in my opinion, is the long-standing friendship and warmth between Vietnam and Lao people The second reason is that because Kon Tum is a province bordering Laos, many Laotians travel to Vietnam each year to work and study because the two nations have a long history of cooperation, hence immigration is a factor It is also very simple for the citizens of the two countries At the same time, a variety of road transport arrived at Kon Tum wharf and Gia Lai province's airport, resulting in a major increase in the number of visitors from Laos, the United States, and other nations In particular, the percentage of visitors having US citizenship climbed from 23.5 % to 25.7 % between 2017 and 2018.
In early 2019, Gia Lai Airport officially opened many routes connecting with many major provinces in the country But the epidemic situation in Vietnam and other countries has shown signs of spreading rapidly, so many of these flights have been suspended, causing the number of visitors to the city to decrease from 47.4% in 2018 to 28 .9% in 2019 for Laotians American visitors and 25.7% in 2018 to 19.8% in 2019 for American visitors.
The number of other Asian visitors such as Vietnamese has increased, but compared to Laos, visitors from these countries are still small But by 2019, the number of visitors from Vietnam and other Asian countries will increase by more than 20% compared to the same period in 2018 because the hotel constantly offers incentives and good price support strategies to attract domestic and international guests neighboring countries without being too affected by the Covid-19 epidemic.
In conclusion, Indochine hotel needs to focus on attracting international tourists and neighboring countries bordering Vietnam, especially need appropriate policies to promote the hotel's image widely.
An analysis of structure of guests at Indochine Hotel Kon Tum
4.2.1 According to purposes of traveling
Figure 1 The guest’s structure according to the purposes of traveling in 2017
Figure 2 The guest’s structure according to the purposes of traveling in 2018
Travel for business Walking Travel MICE
Figure 3 The guest’s structure according to the purposes of traveling in 2019
Table 5 According to purposes of traveling
(Source: Reception department of Indochine Hotel Kon Tum)
When Kon Tum city becomes the economic center of Kon Tum province,which will draw a lot of local and foreign business guests to the hotel, Table 5 shows the structure of guests by purpose of travel There is no doubting that many people's trips are for economic reasons, particularly those who are traveling for business The trip's main goal is to locate investment prospects, business chances, and business partners, among other things However, this is a significant issue for tourism firms, particularly lodging establishments Business travelers make up a big part of those who use a special service, and the proportion of their spending compared to total tourist spending is always kept at the greatest level Indochine Hotel Kon Tum's business guests accounted for 55.1% of all visitors in 2017, 58.3% in 2018, and 59.9 % in 2019 As a result, Indochine Hotel was able to understand the situation swiftly suit the needs of such a big number of people, and entice them to visit efficiently run hotel.
The second greatest share of total hotel visitors is guest structure, which amounts for 27.5 % in 2017, 25.2 % in 2018, and 23.4 % in 2019 The intricate dynamics of the Covid 19 natural disaster are to blame for this drop.
It can be observed that "MICE" visitors made up a modest percentage of the total, but that this percentage has risen year after year, with 10.4 % in 2018, 9.4 % in 2018, and 10.8 % in 2019 This group's visitors are there for the purpose of tourism Delegates must travel, eat, stay, and enjoy themselves while attending conferences and seminars, fairs, or establishing diplomatic contacts, cultural exchanges, etc They also have additional requirements, such as meeting planning, MICE, communication, translation, and so on, and they are generally very cost- effective In recent years, the Indochine Hotel has placed a strong emphasis on constructing infrastructure to accommodate high-level conferences, exhibits, and other events This, combined with the hotel's competent personnel, has made it a popular choice for corporations.
The remaining are visitors who are staying at the hotel for other reasons; this guest structure increased by 7% in 2017, 7.1 % in 2018, and declined by 5.9% in
2019 The main reason is that due to the epidemic that created the economic crisis, demand for visiting family and resorts is low, resulting in a reduction in visitor numbers in 2019 However, if the hotel provides more activities regulations for this type of client, the hotel's number of these guests will increase.
The objective of the journey has a significant impact on the guest's arrival at the hotel This is also a goal for evaluating the hotel's business position and management abilities.
(Source: Reception Department of Indochine Hotel Kon Tum)
Table 6 depicts the guest structure based on the types of trips taken The total number of group guests at the hotel is higher than the total number of personal guests, according to the data In 2017, 67.8 % of guests were from a group, 68.6 % in 2018, and 67.6 % in 2019 Personal guests accounted for 32.2% in 2017, 31.4 % in 2018, and 32.4 % in 2019.
Because the hotel has consistently used the discount policy for services, the number of customers coming at the hotel is primarily made up of groups Guests in the group will occasionally be upgraded for free from 3-star to 4-star rooms with equal service quality Despite the fact that personal guests were few, this source was gained because the hotel previously had an excellent relationship with travel agents. Individual visitors are attracted to the promos and compo discounts The proportion of visits increases year after year, demonstrating this.
The epidemic scenario is remain problematic in the near future, harming the health and psychology of travelers In order to attract a large number of personal guests, the hotel must provide health and safety services in addition to discount policies for services
Analysis of Reception Service Quality at Indochine Hotel Kon Tum
4.3.1 Analysis of Facilities and Reception Staff at Indochine Hotel Kontum
Indochine Hotel Kon Tum is designed in a modern style with 8 floors with 81 luxurious rooms of 3-star standard with private balcony overlooking Dak Bla river, fully equipped with modern facilities, meeting meet all the daily needs of customers Each bedroom has a double or single bed, a dressing table, a bathroom with a bathtub and a premium shower There are 02 restaurants and 01 bar with a capacity of up to 100 guests with rich menus and a team of experienced Eurasian chefs, 02 meeting rooms with a capacity of 20 to 220 guests with full service equipment International conference service has been honored to serve major events of Kon Tum province With the criterion of constantly improving and promoting the service quality of the hotel in particular and the service industry of Kon Tum city in general, Indochine Hotel Kon Tum is proud to bring customers a perfect stay worthy of the service 3 star hotel.
Besides, with the professionalism in service style of a team of experienced and attentive staff, we guarantee to satisfy even the most demanding customers
Name of equipments and tools
Still in using In need of replacement
Table 7 Facilities and tools at Indochine Hotel Kon Tum
The quality of service is also influenced by the welcome department's facilities In the hotel, modern, aesthetic, hygienic, and safety amenities will help customers feel at ease, allowing them to live in settings that provide convenience and satisfaction Furthermore, quality and quality assurance capabilities will allow service workers to be more thorough and professional during the service process, resulting in happier consumers.
Customers who want to demonstrate their status frequently employ the products and services of hotels with better facility requirements As a result, Indochine Hotel Kon Tum is always focused on completely investing in new equipment to make receptionist operations more efficient Equipment and work instruments are inspected, serviced, and replaced on a regular basis.
No Category Quantity Status of using
Table 8 Facilities and tools at F.O- Indochine Hotel Kon Tum
4.3.1.3 Reception Staff at Indochine Hotel Kon Tum
University College Intermediate Male Female
Table 9 Structure of employees at Front Office Department at Indochine Hotel
Because of the nature of the job, front-desk employees must be able to adapt to their surroundings and communicate effectively with clients As a result, the majority of employees (about 66, 7%) have a university degree (these are primarily employees at department offices, managers, and supervisors in the parts.) and are thus competent to work Staff members with less than a bachelor's degree work mostly in labor jobs that directly manufacture products and services for hotels.
4.3.2 Analysis of Strengths and Weaknesses of Reception Department at Indochine Hotel Kontum
Indochine Hotel Kon Tum is one of the hotels that is expanding to fulfill customer demand And one thing is undeniable: the Indochine Hotel Kon Tum is what it is today because of the contributions of its employees, particularly the reception department The receptionists have a variety of distinct benefits that contribute to the hotel's financial success, including:
Good relationship among all staff
All the staff at Indochine Hotel Kon Tum has a good relationship, the departments are always supportive and close to each other Despite the exhausting working periods, smiles and positive energy are always diffused This is considered the most important factor that determines the success of the whole hotel.
I learned an important skill when I does my internship at Indochine Hotel Kon Tum It’s “How to manage my time?”
All employees are available 30 minutes before starting their work During the time of work, they never touch personal phone if it is not needed They are highly focused, arranging scientific work to complete the work well before finishing their shifts This is priceless skill I have learned.
The front office staff has all of the credentials, resourcefulness, sympathy, and genuine efforts to resolve unexpected situations, thereby preventing problems from spreading quickly They should also be able to foresee problems and have a backup plan in place for when things go wrong, which happens on a daily basis Customers and workers' queries and concerns require rapid thinking, prompt judgments, and compassionate responses The people who have the requisite skills to work in the front office.
Staff in the front office department requires patience and almost of them do it very well Always know how to be self-control, control your emotions and be patient in dilemmas that bring high efficiency at work and receive customer satisfaction.
Nothing is 100 percent ideal, in my opinion Inside of me and each other, there is still strength and weakness The most crucial factor is how we identify and adjust our behavior in order to improve Also, The Indochine Hotel Kon Tum's front desk section If we see our error but refuse to correct it, we will constantly be losers The following are the front office department's specific flaws:
Some receptionists, as well as other staff such as bellmen, security employees are not good at English Consequently, this is rather inconvenient in communicating with guests.
Some new employees are passive, inexperienced, do not have many skills to behave They sometimes have difficulties in dealing with complex issues.
Some staff of Security department can be irritable if they have to solve problems with drunk customers.
During the peak season, the service process takes place slowly leading to the staff at the counter has not enough time to do the procedures quickly that makes the turns canceled As a result, some guests are not satisfied at some times.
The salary for the night auditor is too low With the pressure from this position, their job requires the same skills as a receptionist and working all night but his salary is just the same with the employee’s of the security department As far as
I know, the night auditor staff have to work all night and solve many problems.From the advantages and disadvantages that I have given, it is clear that we still have the characteristics that Indochine Hotel Kon Tum needs to note and improve the quality of timely service In the time of competition, IndochineHotel Kon Tum needs to beat other competitors by quality of service, which is also one of the keys to the success of the hotel.
Evaluation
4.4.1 Evaluation of Business at Indochine Hotel Kon Tum
Table 10 The revenue of each department at Indochine Hotel Kon Tum
(Source: Accounting department of Indochine Hotel Kon Tum)
Based on the results of the hotel business over the last three years (2017-
2019), we can see that total revenue increased gradually in 2017 and 2018, but revenue decreased in 2019 compared to two years ago The entire revenue is made up of three forms of revenue: revenue from accommodations, revenue from tours, and revenue from extra services Accommodation revenue, in particular, is the primary source of revenue for all businesses, and hotels in particular should account for the greatest share of overall revenue As a result, hotel revenue is always rising at a rapid pace Accommodation income totaled 3,208,149,000 VND in 2017, accounting for 60.9 percent of total revenue Accommodation income totaled 3,205,140,000 VND in 2018, accounting for 60.5 percent of overall revenue Total accommodation revenue is expected to reach 3,178,450,000 VND in 2019, accounting for 63.5 percent of total revenue Accommodation revenue remained constant from 2017 to 2018, but fell by around 26.69 million in 2019 compared to
2018 Despite the fact that the Covid 19 outbreak will affect the whole tourism services industry by 2019, domestic visitors in the first and second quarters of 2019 will be higher than the same period last year due to the disease's good containment. Because a greater number of guests attending Kon Tum province conferences opt to stay at the hotel, the room structure has changed, and many rooms have been upgraded to a better class.
In addition, the Indochine Hotel Kon Tum now offers a variety of innovative services These factors piqued customer interest, resulting in an increase in revenue from tour and ticket sales to visit the hotel in 2017 and 2018 However, by 2019, the revenue from tour and ticket sales to visit the hotel will be reduced insignificantly because the city will not be as affected by the epidemic as other cities.
The new offerings are still limited in terms of increasing revenue for the hotel. The following are the revenue figures for specific years: Income in 2017 totaled 231,811,000 VND, accounting for 4.4 percent of total revenue In 2018, total revenue was 246,120,000 VND, or 4.6 percent of total income Revenues reached VND 219,600,000 in 2019, accounting for 4.5 percent of total income This indicates that the hotel's additional services are being better utilized, implying that more services are expanding in order to increase earnings Customers will feel calm, physically and mentally replenished while relaxing here with activities such as fishing, and relax activities
4.4.2 Evaluation of Level of customers’ satisfaction towards service quality of Indochine Hotel Kon Tum
Physical characteristics such as the physical appearance of hotel services, including the neatness of front-desk staff and employee professionalism, are included in the 'tangibility' dimension.
The Score levels are described as: 10= Highest, 8= High, 5= moderate, 3 Low and 1= Lowest
My overall experience here was good, and I would recommend this hotel to my friends.
The staff were very welcoming and friendly 33 15 49 3 0
The check-in process was timely and efficient 30 8 57 5 0
The check-in staff was courteous 28 10 55 7 0
The check-out process was timely and efficient 46 18 35 1 0
I received a complete and accurate bill 40 25 28 3 0
My room was clean and comfortable 15 30 46 9 0
My room was furnished appropriately 27 24 37 10 0
My bed and bedding were comfortable 19 37 40 1 3
The guest staff was enthusiastic, open and friendly 73 5 21 1 0
The guest staff was knowledgeable and fully answered my questions about the area.
The staffs always understand thoroughly guest’s need 15 23 54 6 2
Management was available to solve problems 30 14 52 3 1
The food and dining staff was 55 12 25 6 2
The food Diverse menu, delicious food quality was good.
The hotel has modern facilities 61 6 32 1 0
Hotel amenities were clean, attractive, and properly equipped.
Table 11 Tourists’criticism for reception service and other services at
According to a survey of 100 tourists on the questions, the customers may know the acquaintance of the hotel Most tourists rate the quality of the hotel with average level after using the service here We can see that the guest staff is the department with the most disagreeable guests Because, most staff can only speak Vietnamese to communicate, so they cannot understand all the requirements. Beside, young staff should have little experience in dealing with customer complaints Check in- check out is the most satisfied customer segment and there is little disagreement because the receptionist all knows the service process, quick operation.
According to the guests’ comments, they generally feels safe and relaxed when staying at the hotel, but staff and equipment need to be improved more to provide better service In peak season, the large volume of visitors to the hotel necessitates the receptionist's work to be focused, agile, and accurate so that visitors are not inconvenienced In this issue, I'll offer suggested solutions in Chapter 5
The "reliability" component refers to the front desk hotel staff's ability to deliver consistent and accurate service Customers' expectations must be met through dependable service performance Service must be delivered on time, every time, in the same way, and without mistakes.
The staff provide service as promised 10/10
The staff provide you accurate information 9/10
The staff perform service for correctly at the first time 8/10
The staff tell you exactly when service will be provided 7/10
Table 12 Customer satisfaction concerning reliability
Overall satisfaction with the "reliability" component is high (34/40), as seen in Table 12 The highest marks (10/10) were given to "The staff provides you with accurate information" and "The staff provides you with service as promised." This rating is backed up by a customer's comment: "I had booked rooms for my group of around 10 people half a month in advance, and by the day I arrived, we were given the appropriate rooms that I had requested before, our support personnel cheerfully and thoughtfully." This could be because the front office staff provides excellent customer service and follows through on their promises Customers are delighted as a result of the service's dependability.
Score low (7/10) in the section "The personnel tells you exactly when service will be offered." "The appointment staff would send the breakfast coupon as soon as we check in," the client said, "but we had not received any food vouchers by the next morning." This is another flaw in the process of turning over services to guests that needs to be addressers.
"Reliability" was deemed to be the most significant aspect in guaranteeing customer satisfaction with service The hotel personnel, for example, completed tasks as promised and immediately resolved issues, proving that the new relationship genuinely wants to help visitors overcome their challenges Indochine will reach high levels of satisfaction by focusing on this dimension.
The “responsiveness” dimension involves willingness to help customers and provide prompt It is essential that front office hotel staff is always willing and able to help customers provide prompt service and meet customers’ expectation, never so busy that they do not meet the requirements of guests.
The staff respond to your request quickly 10/10
The staff give your prompt service 9/10
The staff are always willing to help you 10/10
Table 13 Customer satisfaction concerning responsiveness
Table 13 shows that overall expectation towards “responsiveness” dimension was at the high level (29/30) "The staff respond to your request quickly" and "The staff are always willing to help you" received the highest ranking of expectation at 10/10 It is highly possible that customers are satisfied when they receive help and quick response from the hotel staff This was supported by guests at the hotel who commented that "The receptionist helped me when I was on my way to the airport to return home, I found out I had left my passport at the front desk, I contacted the hotel and immediately the hotel responded and brought it to me at the airport It made me feel that the staff at the hotel had coordinated to support me enthusiastically and quickly."
The two highest ranking points concerned quick response and willingness to help I found that “responsiveness” was the most important factor in determining customer satisfaction with service.
The "assurance" dimension refers to employees' competence, civility, credibility, and security, as well as their capacity to inspire trust and confidence through their knowledge and courtesy.
The staff have product knowledge of the hotel 9/10
The staff have the skills required to perform service 8/10
The staff speak with you using appropriate forms 8/10
The staff make you feel safe when staying at the hotel 10/10
Table 14 Customer satisfactions concerning assurance
Table 14 shows that overall expectations for the "assurance" component were high (45/50), with the most critical score (10/10) being trustworthiness and safety. When staying at a hotel, most customers want the front desk employees to make them feel protected In addition, when handling expenses or money from guests, cashiers should be trustworthy and responsible The perception of the "assurance" category received the highest score (45/50), with product knowledge ranking first (9/10) Front-desk employees must have a broad and deep knowledge base, as well as the ability, capacity, and experience to address consumer questions They must also know how to use new technology to boost their work, such as when making computerized lodging reservations.
The "empathy" dimension refers to providing customers with care and personalized attention, such as accessibility or approachability and ease of contact, efficient communication, and an awareness of their requirements.
The staff are able to communicate with you in
The staff are able to communicate effectively 10/10
The staff show personal attention to you 9/10
The staff know your specific needs 7/10
Table 15 Customer satisfaction concerning empathy
Overall expectations for the "empathy" component were high (35/40), as seen in Table 15 The most critical expectation (10/10) was effective communication. The front desk personnel represents the hotel, and direct communication with guests is crucial.
Effective communication, in my opinion, is critical to the success of hotel employment The front desk handles reservations, acts as an information center, and functions as a cashier They must communicate guest information to the housekeeping and cooking divisions, as well as process any requests and responds to inquiries about the guest's lodging service For example, the front office division can sell more rooms if housekeeping informs them that any damage in the rooms has been fixed and is ready to be returned to service Effective communication between hotel departments is regarded as the most important activity for the hotel's performance.
DIFFICULTIES AND SOLUTIONS
Difficulties
The personnel did their utmost to ensure that visitors were satisfied while serving them; nonetheless, some flaws are unavoidable Aside from the good point, there are a few drawbacks to the service quality of Indochine Hotel Kon Tum As a result of my inquiry, I am able to assess the hotel's service quality as follows:
• The front desk space is still narrow and has not been harmoniously decorated.
• Equipment has not been carefully invested, air conditioning often has problems, tables and chairs in the lobby are limited.
• The qualifications and experience of the front desk staff have not been improved They handle the situation slowly and unprofessionally, and especially the language is limited, most of which are only English as a second language.
• The linkage and relationship between departments are not uniform and tight, affecting customer service not to the best level.
Solutions
5.2.1 Enhancing the Facility of the Reception Department
To stop negative situations, the front desk should be modified, with the counter prolonged to the point where it meets the wall, forming a closed loop. Visitors are not allowed to enter the reception counter To brighten up the welcome area, fresh flowers should be placed on the counter To save time, leaflets and brochures about hotel and restaurant facilities should be kept on shelves so that visitors may get them without having to ask the front desk employees.
To avoid confusion and a lack of aesthetics in the hotel lobby, a variety of tables and chairs should be placed in the lobby so that visitors may comfortably wait for check-in procedures.
To avoid having to go through the hotel lobby as employees change shifts, consider opening an extra door from the Reception room to the staff entrance directly behind it to create a one-way move
Repairing the air conditioning system in the hotel lobby and reception area, ensuring that the air conditioner the temperature is kept at a comfortable level for customers.
5.2.2 Improving the Service Process of the Front Office Department as well as the Qualifications of the Staff
Because the department is currently short of workers (having been and are still doing), it is vital to collaborate with the human resources department in order to recruit more employees for the department Priority should be given to candidates who can speak Chinese because this is a language that existing employees cannot use Having a sufficient number of staff allows the department to develop its working process and specialize in its various positions.
Currently, the hotel only has a mode for specialized technical classes for the department's management level Employees should be included in this policy because they are the ones that interact with customers directly Employees should attend classes in shifts when they are not working to develop their professional skills and abilities, especially foreign language skills and customer service abilities.
5.2.3 Improving the Management, Inspection and Supervision of the Service Quality of the Front Office Department
The department's management level must research and develop a service quality evaluation method to use in the department's work Avoid basing quality assessments on management's subjective opinions and experience, as this will leave them unable to gain employee support and improve the department's service quality due to a lack of standards-based evaluation.
Managers must be more vigilant and assertive with their staff; if employees make mistakes, disciplinary actions can be used to avoid negative publicity and disrepute As a result of their credit and voice in front of the workers, the department's service level declines.
Customer complaints and website reports may be utilized to assist employees learn from their work experiences, prevent repeating mistakes, enhance the department's service efficiency, and more Even the most demanding consumers are satisfied.
5.2.4 Strengthening the Relationship between the Front Office Department and Other Departments in the hotel
Exchange room information immediately with the housekeeping department, allowing the housekeeping crew to learn and prepare rooms fast and reliably, lowering client wait times The cleaning department, on the other hand, keeps clients informed The new reception area is noted for being proactive in selling rooms and arranging guest rooms in order to help hotels increase capacity and income.
Support and collaboration with Sales-Marketing department to lay the groundwork for building company strategies and procedures, pricing policies, and growth plans for clients' goods and services Collaboration to handle customer complaints and avoid a situation where blame is pushed, resulting in a lack of internal warmth and customer trust.
The reception and security divisions are positioned in the foyer, serving customers directly, allowing them to work closely together By handling situations regarding hotel protection, fraud, and the loss of guest papers, these two organizations must work together to better serve visitors Instead of discriminating or accusing one another, aim for the ultimate goal of serving all customer demands related to their business.
CONCLUSION AND SUGGESTIONS
Tourism is becoming a frequent demand for many individuals during this age of economic progress There are more favorable conditions for tourist development in a community with tourism resources Tourism has become an important economic sector in our country, contributing to its overall development. Many resorts sprouted up everywhere as tourism grew, and the industry is becoming increasingly competitive As a result, the entire tourist region faces a serious dilemma of survival and long-term development.
The hotel's success is due to its advantages in terms of location, area, and prestige In addition to the benefits of geography, design, and other factors, the tourist industry faces challenges such as competitiveness, service quality, tourism advertising, and people resources with advanced foreign language abilities As a result, receptionists must have high skills as well as good foreign language skills in order to increase the performance of the front desk department.
Based on my analysis and evaluation of the Indochine Hotel Kon Tum reception department during my graduation, I submitted several recommendations to improve the hotel's quality My proposal was accepted, and it is currently being implemented It is hoped that it will assist Indochine Hotel Kon Tum in enhancing their ability to welcome and grow guests, resulting in increased earnings for the hotel.
This essay helps to provide an objective assessment of the hotel's operations in general, and the Front Office department in particular, in order to present the best feasible solutions for enhancing the hotel's service quality In addition, the essay is a way to complement the information that the teachers enthusiastically taught during the days by giving you a more concrete and practical view of the hospitality industry Study luggage at Duy Tan University in preparation for future jobs.
As a result of my limited knowledge and experience, the essay undoubtedly has many flaws, and I hope to receive sympathy from the teachers as well as comments and suggestions for the detailed thesis and more completely Thank you very much!
6.2.1 Suggestions for the Front Office Department
One of the most vital talents for hotel employees, particularly receptionists, is the ability to communicate in a foreign language It is the hotel's face, and it influences which customers choose to stay there As a hotel, you should have solutions in place to help your employees improve their foreign language skills, such as:
- Checking the foreign language skills of your receptionists to determine their capacity
- Creating opportunities for employees to attend foreign language classes outside of working hours
- Encouraging employees to learn more than one foreign language
- Opening foreign language classes at the resort so that good foreign language workers can teach other employees, so that everyone benefits
- Recruiting, interviewing, and choosing employees with foreign language skills.
- Requiring staff to obtain a professional tourism certificate.
- Candidates with at least one year of experience are preferred As a result, training and working will be easier.
- Encouraging employees to participate in skill development classes
- Developing and training highly skilled personnel
Problem solving skills are important in many career, especially for a receptionist, which requires a quick handling of the situation It’s important skill, which will help the resort show the professional and take the trust of guests.
- Training about acumen Staff have to catch the problem that guests encounter.
- Training about keep-calm skill in every situation.
- Giving a hypothetical situation to practice.
- If problems are so difficult that the receptionist cannot solve them in time, it is possible to get help from managers or department heads.
Attitude in behaving with customers.
- Training about the staffs’ attitude.
- Reminding staff to notice their attitude.
- Dealing with those who have wrong behavior with the customer strictly.
Beside the enhancing staff’s skills, hotel need to improve other things such as facilities, equipment and price which help for the serving process of the staff.
- Changing the main door room to the newone, which sound pro of much more.
- Cleaning and painting wall with new colour to coverstainon there.
- Checking all air-conditioner to fix these which are broken down.
- Checking connecting Wifi one more time.
- Finding out and developing more about supplementary to providefor the customer.
6.2.2 Suggestions for Faculty of English and Duy Tan University
Soft skills should be become a key subject at our institution, not only in the foreign language department, but in all faculties, to aid students in gaining necessary knowledge Finally, I wish that the Faculty of English would hire more foreign teachers so that students will have more opportunity to connect,communicate, and enhance their English abilities.
[1] Nguyễn Văn Mạnh và Hoàng Thị Lan Huơng (2008) Quản Trị Kinh Doanh
Khách Sạn Đại Học Kinh Tế Quốc Dân, Hà Nội.
[2] Bùi Xuân Phong (2018) Quản trị khách sạn Thành phố Hà Nội, Việt Nam: Nhà xuất bản Lao động.
[3] Nguyễn Văn Hoan và Lê Nhật Thực (1997) Giáo trình Lễ tân khách sạn, Thành phố Hà Nội, Việt Nam: Nhà xuất bản Thống kê.
[4] Connie Mok, PhD., Beverley Sparks, PhD., Jay Kadampully, PhD (2001),
Service quality management in hospitality and tourism, Published by
[5] Leo Jones, (1998) English for the Travel and Tourism Industry, Cambridge University Press.
[6] John Walker, (2016) Introduction to Hospital, Published by Pearson
[7] Khách sạn Đông Dương Kon Tum Retrieved from http://indochinehotel.vn/
[8] Tổng cục du lịch Việt Nam Retrieved from https://vietnamtourism.gov.vn/
[9] Du lịch Việt Nam Retrieved from https://dulichvietnam.com.vn/
[10] Phân loại khách sạn trong quản lý khách sạn Retrieved from https://hotel.oxu.vn/phan-loai-khach-san/
[11] 4 giai đoạn phục vụ khách du lịch Retrieved from https://www.hoteljob.vn/tin-tuc/4-giai-doan-phuc-vu-khach
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