This research intends to investigate the theoretical and practical issues surrounding an examination of the real scenario, in order to determine the benefits and drawbacks of Da Nang Golden Bay hotels qualitybased services. The goal of this research was to offer and recommend some ways to improve the quality of service at Da Nang Golden Bay 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 Da Nang hospitality industry as a result of the survey about the issues.
INTRODUCTION
Rationale
After being severely impacted by the COVID-19 pandemic, the tourism industry is on the rebound The tourism industry's growth benefits not only tourism businesses, but it also generates favorable conditions for other industries to grow. The tourism industry has never been hot in the international market, and Vietnam is no exception It accounts for about 65% of the economic share of the nations.Thanks to the development of tourism, hotels, large and small, began to be born and develop from there I myself am pursuing the tourism industry, and I always wish that tourism in Vietnam in general as well as in Da Nang in particular would attract tourists from domestic to overseas each year And more importantly, when our country's tourism develops, it will be indispensable for hotels big and small to be cared about; it will be an important "link" to contribute to the country's tourism development strategy Especially when it comes to the hotel, it will be indispensable for the reception team and the accommodation and dining services here.And above all, Da Nang has more and more hotels in close proximity to each other,which makes the competitiveness of hotels more and more fierce Therefore, the quality of the reception staff is always the top priority of the hotel.Along with the recovery of tourism, the tourist sector in Da Nang City is working hard to resurrect the industry's growth During my internship at the Da Nang GoldenBay Hotel, I recognized the importance and urgency of reception and the quality of guest service provided by the reception department In fact, the hotel must constantly enhance product quality and server quality on a regular basis, as well as publicize the business brand more widely, in order to remain stable and grow in the future As a result, I chose the topic "AN INVESTIGATION INTO THE REALSITUATION AND SOME SOLUTIONS FOR IMPROVING THE SERVICEQUALITY OF THE RECEPTION DEPARTMENT AT DA NANG GOLDENBAY HOTEL".
Aims and Objectives
This paper aims to investigate the actual situation of the reception department at the Da Nang Golden Bay Hotel Objective: steps to achieve aims So there are 3 main contents that I will mention to achieve aims :
- General introduction and current situation of the reception department at the Da Nang Golden Bay Hotel
- Analyzing the quality of customer service of the Da Nang Golden Bay reception department.
- Providing a number of measures to promote the service quality of the reception department at Da Nang Golden Bay Hotel.
Scope of the study
Da Nang Golden Bay Hotel is the research subject In this study, I will focus on the following three points:
Firstly, I used the methods of investigation and collection of the figures from the reception department of the Da Nang Golden Bay Hotel regarding the facility’s structure, hotel facilities, and guest arrivals, all of which were collected between
Secondly, we will assess the reception department’s customer service quality.Finally, appropriate measures will be taken to improve the quality of the receptionist team.
Method of study
Methods are collected from the literature of books, articles, and websites related to the hotel and reception departments Process analysis to include all arguments. Methods of analysis and evaluation: after getting the necessary information, I will analyze and comment on the service quality of the Danang Golden Bay reception department.
Organization of the study
The topic structure consists of three parts:
Part A: In this part, you will introduce the graduation paper, including its rationale, aims and objectives, scope, method and organization
Chapter II: Presenting the theoretical basis for this graduation paper.
Chapter III: General Description of the Danang Golden Bay Hotel
Chapter IV: Analyzing the Actual Situation of the Receptionist DepartmentChapter V is the conclusion and the solution.
THEORETICAL BACKGROUND
Reception Department
This section will revolve around the text "What is the receptionist department?" collect documents with content related to the reception department.
A receptionist is an employee taking an office or administrative support position, usually performed in a waiting area such as a lobby or front office desk They are responsible for receiving or greeting visitors, patients, or clients and answering telephone calls They may also be called front desk clerks Receptionists cover many areas of work to assist businesses, such as setting appointments, filing, record keeping, and other office tasks
The reception department is the face of the hotel and is responsible for creating relationships with customers, suppliers and partners Its tasks are divided into 4 phases: before the guest arrives, check in, and stay at the hotel And guests check in and leave the hotel The missions include:
Welcome guests, check in, check-out for guests.
Identify loyal customers, encourage customers to register for membership.
Encourage guests to upgrade rooms, to maximize room revenue.
Control and distribute rooms for guests.
Provide, introduce information about services inside and outside the hotel for guests.
Sale of rooms and other services of the hotel.
Get a reservation, receive information about check-out, early- late check-in.
Make registration of temporary residence, temporary absence for guests.
Create and store records for guests.
Receive and resolve complaints from customers.
Track, update and synthesize customer expenses.
Participate in the advertising and marketing of the hotel.
Participate in the security and safety of the hotel.
2.2.3 Working procedure of Reception Department
2.2.3.1 Working procedure of Reception Department
Reception is considered the face of the hotel because this is the first and last part of contact with customers Therefore, the impression of visitors to the hotel will be greatly affected by the service quality of the reception department
For large hotels, hotel receptionists are divided into many small parts, each department will handle different tasks, but usually have 5 small parts:
Reservation Department: Receiving reservation requests and providing timely information about hotel room types for travel agents, booking centers Combine with Marketing department to sell rooms, maximize hotel room occupancy
Receive booking requests and timely information about hotel room types for travel agents, booking centers Combine marketing department to sell rooms, maximize room occupancy.
Reception department: Performing tasks in the stage of welcoming guests, confirming the status of guests' reservations, determining the length of their stay, convincing customers to rent rooms and introducing customers to their services. hotel.
Cashier Department: Make payment for services that guests have used during their stay at the hotel
Switchboard department: Receive reservation information, resolve customer complaints and complaints by phone, make connection calls to customers and partners.
Customer communication department: Implementing customer care and building relationships with customers
For small and medium hotels, the number of staff is not much, so the receptionist may have to handle many jobs of different departments.
2.2.3.2 Qualities of the reception department
If the service staff is the "face" of the restaurant, the receptionist is also the
"face" of the hotel, which plays a particularly important and indispensable role in every business To successfully complete all assigned tasks; to please visitors, please guests, a hotel receptionist needs to ensure a certain number of essential skills.
A professional receptionist needs to be equipped with some of the most core qualities as follows:
1 Honesty, honesty: During the working process, the receptionist has conditions to expose a lot to money and property of guests, so the honest quality of the receptionist is unmatched Same precious
2 Confident and flexible in handling situations: Tourism is a smoke-free industry Therefore, situations in hotels take place in many different contents and formats And in any situation you must be confident that you can handle it well.
3 Firm position and positive attitude to the task in charge: Always know how to be self-reliant, control your own emotions in awkward situations (not get angry in any circumstances)
4 Warm, friendly, smiling attitude to the opposite person: Having good communication style, sincere attitude, hospitality, always giving the maximum sympathy of guests Respect and willing to help guests In all cases, only the principle of "the guest is never wrong".
5 Create trust with customers: You should build a good relationship with customers, do not let it happen once or one way To do this, you must create a reputation not only for yourself but also for the image of the hotel For example, visitors wishing to use a certain service, the person they think of will be the hotel receptionist because the receptionist is the consultant providing the best travel information for guests Stay in the hotel and also very professional Then why don't you give it a try?
2.2.3.3 Role of the reception department.
The Hotel Reception Department is considered the face of a hotel, plays a particularly important role in building an image and has a direct impact on the business performance of the hotel This department shows the professionalism and service quality of that hotel So what is the role of the Hotel Reception Department?
A hotel can operate smoothly thanks to the coordination of many different departments such as Bar, Room, Kitchen In which, the Hotel Reception Department is considered as the "nerve center" of the hotel, receive and process all information from customers Specifically, the Hotel Reception Department has the following roles:
- Provide information, introduce and advise customers about the hotel services
- Receive and promptly solve customer complaints and requests, and bring satisfaction to customers
- Receive reservations and arrange rooms for customers
- Coordinate with relevant departments to ensure service and meet all requirements of guests during their stay at the hotel.
- Do the procedures for check in, check out, pay for guests when they come and go.
- Join in the Marketing of the hotel.
CASE DESCRIPTION
General information on Da Nang Golden Bay hotel
3.1.1 An overview of Da Nang Golden Bay Hotel
Image 1: Da Nang Golden Bay Hotel
- Headquarter: 01 Le Van Duyet, Nai Hien Dong Ward, Son Tra District,
- Website: https://www.dananggoldenbay.com/
- Located right on the majestic Son Tra Peninsula, the Da Nang Golden Bay Hotel is proud to be the first 5-star hotel in Da Nang, offering a system of 949 resort sand 24Kgold-plated apartments.
The Da Nang Golden Bay Hotel offers a full range of amenities, including a fitness center and free Wi-Fi It is located 2.8 kilometers from the Song Han Bridge shopping center, Indochina Riverside is 3 kilometers from Love Pier Da Nang is 3.8 kilometers, and Cham Museum is 4.1 kilometers The hotel has 949 rooms and apartments with gold-plated furniture, 7 restaurants and bars with wonderful views of Da Nang city, and a special design inspired by the infinity of the sky It has received many accolades and international awards, such as the tallest and largest gold infinity pool—2017, World Records Organization, Worldkings, The stylish beach hotel with excellent service in 2018, The Uniquely Structured Hotel of 2019 by the Vietnam Tourism Association, Top 20 Best Hotels in Da Nang voted byTripAdvisor in 2019, "Hotels with Events & Associations "Best Luxury HotelWorldwide and Best Luxury Pool Hotel Worldwide 2019" by Hotel of the YearAwards, Top New Hotel: Best Hotel & Resort Award, and Wanderlust Tip magazine.
3.1.2 The Organization Structure Chart of Danang Golden Bay Hotel
Figure 1: Organization of Danang Golden Bay Hotel
Functions and Responsibilities of Each Department at Danang Golden Bay Hotel
There are many departments that construct the complete organization of Danang Golden Bay Hotel, and each department has its own mission.
General manager: The highest position of the hotel, directly responsible for business strategy, marketing, budget, revenue-profit, management and supervision of all activities to ensure effective hotel operation, etc…
Sale & Marketing Department: Monitor, support and report to the Board of Directors on the business situation of the Hotel Supervise and check the progress and quality of the work of the sales department and related department. Market research, competitors Develop marketing and PR strategies for hotel products and services according to each object.
Acountant Department: Make documents in the formation and use of capital, make documents in the formation and use of capital, make documents to determine the business result of each department and the whole hotel; prepare financial statements by month- quarter-year, manage and monitor revenue and expenditure,…
Human Resource Department (HR): Regularly check additional timely employees Reponsible for staff training, in addition to payroll, solve problems related to personnel, health, the mode of staff in the hotel.
Information Technology Department: Supervising and managing the hotel information technology system, guiding staff in the hotel how to use technology software such as Smile FO, Smile Purchasing, how to send mail within the hotel
Spa Department: Increasing the value and choice of customers for the hotel, providing additional services such as swimming pools, massage,…
Front Office Department: The function of this department is to communicate, create relationships with customers, partners and suppliers This department is also a bridge between guests and hotel services, between the parts together And it is an effective support for managers in consulting, commenting on the situation of the hotel, the needs of the market, the tastes of customers, the future trends that help the management to master Accommodation situation, guest information and guest source From there the hotel owner makes strategies, changes and plans to bring the highest business efficiency for the hotel In the lobby department, the functions and tasks of the positions in the department are different such as Receptionist, Call Center, Guest Guide, each department plays a different important role in the lobby department.
+ Reception: The main task is to welcome guests, check-in, check-out, and cashier, provide information about the hotel's services and support guests in information about entertainment points, and entertainment when guests request.
+ Concierge: This is the department that advises guests during their stay at the hotel, additional support services when guests leave the hotel, supports arranging transportation… Concierge also supports the work of Bellman.
+ Operator: The operator receives calls from outside the hotel, forwarding them to the relevant departments Record messages to customers and employees, forward messages to where required In addition, the switchboard department also manages and records bill for paid calls from guests.
+ Guest relation: This is the department that records complaints, comments from customers and solves related problems in the scope of authority and responsibility There are programs to assess the level of satisfaction of guests during the use of the service to propose improvement plans and suggestions to relevant departments.
+ Bellmen : This is the department that contacts customers before the front desk, who will open the car, welcome door, guide parking for guests In addition, it is also responsible for assisting in carrying luggage for guests and leading guests to the room, supporting requirements such as packing luggage, receiving checked luggage of guests during the stay of guests.
Engineering Department: Monitor and regularly maintain equipment in the hotel, repair tools and equipment when required by other departments, perform stage decoration work, prepare sound and light for events.
Entertaiment Department: This department has the function of adding value to the hotel, creating more choices for hotel customers The main task is to learn about the needs of guests and design and organize appropriate programs, parties, and parties when requested or ordered from the hotel.°
Housekeeping Department: being responsible for the guest's stay in the hotel, bringing the highest revenue, working closely with other parts in the hotel to bring the best service to the guests, sanitation and other associated services.
Kitchen Department: Bring great revenue to the hotel, provide catering services for customers, organize catering business activities with food and beverage products Do not stop enriching the hotel's dining menu, making customers satisfied with the hotel's service Ensure food hygiene and safety for customers to use with peace of mind Directly processing and checking quality food, providing other services at the request of customers.
Hotel Room of Da Nang Golden Bay Hotel
The Danang Golden Bay is a modern hotel that has invested in modern facilities and equipment All rooms are designed to be closed and full of modern equipment such as high-speed internet, a minibar, a safe, etc Closed toilets are neatly organized, clean, and attractively decorated, with plenty of utensils and items In high-class rooms, there are other amenities such as ceramic display cabinets, gold-plated porcelain, reception tables, gold-plated bathtubs, etc For special rooms or apartments, there are also a kitchen, a refrigerator, a microwave, a magnetic cooker, and a sink The accommodation service business is the most developed, bringing in high revenue
For the hotel room type:
Superior Room: Area of 37m 2 , with balcony The room has a double bed or two single beds, as well as a bathroom with a walk-in shower The room has a street view The room has a maximum capacity of two adults and two children under 12 years old
Deluxe Room: Area of 37m 2 , with balcony The room has a double bed or two single beds, as well as a bathroom with a walk-in shower Rooms have a street view, and some rooms have a view of Son Tra Mountain and the Han River The room has a maximum capacity of two adults and two children under 12 years old.
Deluxe Golden Bay: Double bed or two single beds, as well as a bathroom with a walk-in shower.The room has a view of the Han River The room has a maximum capacity of two adults and two children under 12 years old.
Executive: Area of 37m 2 , with balcony The room has a double bed or two single beds, as well as a bathroom with a walk-in shower The room is located on the 27 th and 28 th floors, with a view of the Han River The room has a maximum capacity of two adults and two children under 12 years old.
Corner Suite: The 68m 2 area consists of 02 bedrooms (one double and one single), a seating area, a dining table, and 02 bathrooms (one with shower and bathtub and one with shower only) The room has a maximum capacity of two adults and two children under 12 years old.
The President Suite, measuring 136m 2 , is on the 28th floor.Area of 136 m2, located on the 28 th floor The room consists of interior equipment inlaid with gold and decorated with golden colors of copper, purple, and beige torus with oriental decorative motifs The apartment consists of a living area connected to a dining room for six people, two bedrooms (one double bedroom and one twin bedroom), and a bathroom with a bathtub and a walk-in shower The room has a maximum capacity of two adults and two children under 12 years old.
I thinks this price very reasonable for you and your relative when staying in
Room Category Room Rates Number of Square
Room Category Room Rates Number of Square
Table 3: Hotel’s room international 3.2.1 The restaurant of Da Nang Golden Bay Hotel
This is an indispensable service in the hotel business To meet the dining needs of guests as well as guests booking a party, the hotel has two main restaurants with two different styles:
Horizon Restaurant: is a restaurant designed in a classic European style,serving European dishes prepared by the hotel's experienced chefs It has 100 seats and is open from 6:00 a.m to 22:30 p.m It offers free buffet breakfast and dinner in two forms: ala carte and set menu Room service is available 24 hours a day, seven days a week.
Golden Beer Garden Restaurant serves traditional Asian dishes from Vietnam, China, and Japan It has two floors and an outdoor space called Golden Square, offering BBQ buffets, hot pot, and butter grills Open from 10:00 a.m to 2:00 p.m.
Image 6: Golden Beer Garden Restaurant
Sugar Lounge on the first floor specializes in serving drinks and is open from 7:00 a.m to 23:00 p.m can enjoy afternoon tea served from 12:00 p.m to 17:00 p.m, including tea, coffee, and cake In addition, there are cooktails, wines,…
F29 Restaurant and Sky Bar: Located right next to the hotel's outdoor infinity pool, it serves afternoon tea, cocktails, wine, soft drinks, and snacks Open from 14:00 p.m to 24:00 p.m.
Image 8: F29 Restaurant and Sky Bar
Belanga Bay Restaurant: A restaurant serving Muslim cuisine.
In addition to the main service, which is very comfortable and modern accommodation, there are still many types of additional services in the hotel To meet the needs of customers and increase customer satisfaction with the hotel. Additional services include:
- Catering services (restaurants, cafes, bars, high tea, BBQ, etc ).
- Relaxation services (spa, gym, yoga, swimming pool, wonder park, kid club,
- Other services: laundry, housekeeping, airport transfer, room service, shuttle bus, etc
Like most other hotels, to ensure the best service for visitors at the hotel, the work time of the front office department is 24 hours a day, divided into:
The receptionist is the person who regularly has direct contact with customers, so they are seen as an important factor affecting the brand image of the restaurant or hotel According to the development trend of the service-tourism industry, the restaurants and hotels of our country are increasingly receiving more international customers To serve customers, the reception department must not only have professional skills, but also be fluent in foreign languages, particularly English.
In the Danang Golden Bay Hotel, the foreign language skills of those are particularly important, especially for employees who regularly communicate with customers, such as front desk staff, spa staff, waiters, etc At the reception desk, 100% of the staff, including students who can speak foreign languages, can interact directly with guests in English Therefore, it can be said that the foreign language level of the receptionist is quite high
However, the hotel also received many visitors from different countries likeChina and South Korea, but the number of staff in these two languages was too little This greatly affects the quality of services and reduces the ability to attract visitors from Korea and China because not all tourists are fluent in English.Therefore, hotels should implement measures to improve foreign languages other than English for receptionists and waiters, especially Chinese and Korean, as these are two potential markets that hotels should cater to.
- When entering the work shift, the receptionist must receive the handover book, which clearly states: tasks to be performed for guests, money, deposit of the previous shift.
- Check how many check-out rooms the hotel has, how many check-in rooms, early check-in rooms, late check-out rooms
- Grasp the information of upcoming guests to check-in to receive them attentively.
- Contact the Room Suite to make sure the rooms are clean and ready to accept guests.
The serving process of reception department at Danang Golden Bay Hotel
4.1.1 The Real Situation of Guest’s Arrival at Da Nang Golden Bay from 2020 to 2022
Based on the source of the hotel, the number of guests to the hotel from 2022 -
2023 is shown in the following table and chart:
Table 5: Structure of guest coming to Da Nang Golden Bay from 2020 to 2022
According to statistics, the number of visitors to the Da Nang Golden Bay Hotel is on the decline, as seen in the data table above:
The total number of visitors to the hotel in 2020 was 18716 In all, 16428 international visitors and 2288 domestic tourists arrived
In 2021, due to the heavy influence of the epidemic, the number of visitors to Golden Bay also decreased sharply With about 11204 arrivalsvisitors with overseas visitors totaling 6064 and domestic visitors totaling 5140 The rate of decline is quite large due to the COVID-19 translation being completed all over the world, and it is affecting a lot of visitors to hotels in Da Nang Golden Bay Hotel
In 2022, Da Nang will start to restore and develop tourism again after a long pause due to the COVID – 19 epidemic With the increasing demand for tourists in
Da Nang, many solutions and stimulus programs have been proposed Tourism was launched to promote and mark the return of tourism Golden Bay has launched many attractive programs to re-engage the number of visitors, such as offering a number of promotions and great incentives for international guests as well as domestic guests to mark the return of Golden Bay Accommodation service at Da
ANALYSIS AND EVALUATION
The Reality of the service quality of the Reception Department of Danang Golden Bay Hotel
4.1.1 The Real Situation of Guest’s Arrival at Da Nang Golden Bay from 2020 to 2022
Based on the source of the hotel, the number of guests to the hotel from 2022 -
2023 is shown in the following table and chart:
Table 5: Structure of guest coming to Da Nang Golden Bay from 2020 to 2022
According to statistics, the number of visitors to the Da Nang Golden Bay Hotel is on the decline, as seen in the data table above:
The total number of visitors to the hotel in 2020 was 18716 In all, 16428 international visitors and 2288 domestic tourists arrived
In 2021, due to the heavy influence of the epidemic, the number of visitors to Golden Bay also decreased sharply With about 11204 arrivalsvisitors with overseas visitors totaling 6064 and domestic visitors totaling 5140 The rate of decline is quite large due to the COVID-19 translation being completed all over the world, and it is affecting a lot of visitors to hotels in Da Nang Golden Bay Hotel
In 2022, Da Nang will start to restore and develop tourism again after a long pause due to the COVID – 19 epidemic With the increasing demand for tourists in
Da Nang, many solutions and stimulus programs have been proposed Tourism was launched to promote and mark the return of tourism Golden Bay has launched many attractive programs to re-engage the number of visitors, such as offering a number of promotions and great incentives for international guests as well as domestic guests to mark the return of Golden Bay Accommodation service at Da
Nang Golden Bay Thanks to that, the number of tourists also gradually increased, and the number of international visitors also increased significantly The number of international visitors to Golden Bay in 2022 reached nearly 6990 for international tourists and 7500 for domestic tourists.
As the tourism sector recovers in the middle of 2022, Da Nang Golden Bay will need a variety of tactics and programs to attract guests and improve in the following years Therefore, the problem is that the hotel needs many measures and policies to attract tourists and improve the efficiency of its business in the coming years.
4.1.2 Overall evaluation of the reception department of Da Nang
To assess the receptionist department of the hotel Da Nang Golden Bay Hotel I conducted a poll of 200 guests and compiled the following statistics table:
Distributing questionnaires to assess the hotel's service quality based on feedback from customers who consume the hotel's products.
In terms of customer gender, 100 customers are male and 100 customers are female out of a total of the 200 customers surveyed Regarding age, out of 200 customers surveyed, 50 are between the ages of 16 and 100 are between the ages of 30, 45, and 50 are between the ages of 55
Out of 200 customers polled, 50 are students, 45 are office workers, 55 are business customers, and the remaining 50 are in other occupations.
Conduct a survey of the quality of the front desk's facilities every time guests check-out:
4.1.2.1 Guests’s evaluation about facilities and equipment of the reception department at Da Nang Golden Bay Hotel
Chart 2: The general guest’s assessment of the facilities of the Reception
Department at Da Nang Golden Bay Hotel
The Space Furniture Cleanness Architrcture
Here is a review of the quality of the facilities at the front desk that guests perceive based on the basic requirements that the hotel sets out:
Based on the statistics in chart 2 showed that guests had quite good reviews about the lobby area With elegant, modern design, most of the tourists evaluated the lobby of the hotel as satisfying the space 89%, and clean 90% Moreover, architecture for tourists and spaces was highly appreciated about 80% of guests were satisfied.This shows that the hotel in general and the reception department in particular have successfully completed their tasks by cleaning and tidying the lobby area Give customers a sense of comfort and satisfaction when they come to the hotel.
However, because it has been a plated hotel for a long time, the impact of the environment makes some facilities degrade before they can be repaired and not fully meet the requirements of difficult customers, so about 5% of guests are not really satisfied With the comments from customers, the hotel will learn from the experience and upgrade to make up for the shortcomings and give visitors the best satisfaction when staying here in the future.
And finally, there are satisfied guests who are not really satisfied with the facilities here Therefore, the management will gather the comments of customers to make policies to improve the quality of service at the hotel.
4.1.2.2 Guests’s evaluation about the staff of Da Nang Golden Bay Hotel.
To evaluate the quality of staff in the hotel I have surveyed 200 customers, and based on that, I have created the following statistics chart :
Appearance Professionalism Communication skills Attitude
Chart 3: The customer’s review about staff of receptionist
As a service industry receptionist, I must have the basic factors surveyed by the customer when they come to the Da Nang Golden Bay Hotel According to customer reviews, the appearance reached 75% satisfaction and 25% neutrality.Because it is a 5-star hotel, the appearance of the receptionist must be good.
"face" of the hotel Surely no one wants to have a bad face when meeting customers Therefore, as a receptionist, you must have a friendly face, be good- looking, and be easy to make sympathetic to the opposite person In the service industry, customer satisfaction is always a priority, so receptionists always try their best
The percentage of guests evaluated by the receptionist, who is extremely enthusiastic and willing to assist customers The understanding of the customer's situation, with staff always ready and dedicated to supporting customers during their stay professionally, has reached approximately 57%
Tourists were very satisfied with the receptionists' communication skills, with 50% rating them as extremely good and 34% rating them as quite good The general level of communication skills of the receptionist is good, showing excellence in interacting with and caring for customers in a caring way Although the staff at Golden Bay Hotel can speak English very well, other languages like Korean, and Chinese are spoken at a basic level Therefore, the hotel still got 16% of customers who had a bad opinion about the foreign language level of the staff
Da Nang Golden Bay always appreciates the attitude of all employees toward its customers In any case, we must have a good attitude towards customers. According to customer reviews, 70% of customers are satisfied, and 25% are neutral about the service attitude of the hotel staff
In addition to customer satisfaction, there are some things that customers are not really satisfied with because the number of guests at the hotel is quite large and the receptionist has not quickly handled the customer's situation There are still 8% of customers who feel that their process of handling customer situations is not good,and 5% feel that their attitude is dissatisfying However, the hotel will enhance and train more professional staff so customers can trust and be more satisfied when staying here in the future.
General evaluation of the strengths and weaknesses of the Services quality of the Front
of the Front Office Department at Da Nang Golden Bay Hotel
Strengths and Weakeneses
- The hotel is located in the city center, just a few kilometers from prominent destinations, it is a convenient location for travelers going to and visiting Da Nang’s famous attractions.
- World Wonders Park at the Da Nang Golden Bay Hotel is becoming a golden check-in point when coming to Da Nang for tourism and relaxation.
- The reception area at Da Nang Golden Bay Hotel with modern facilities is situated in a convenient location, the product system is plentiful, and staff with experience and enthusiasm have created a unique feature for the hotel.
- The customer care policy is quite good such as proactively collecting guests' comments, and opinions, giving gifts to them, and efectively handling customer complaints.
- The inspection and supervision are carried out carefully, limiting errors and resolving customers' complaints rapidly.
- When visitors ask for a reservation, the receptionist is very flexible in giving different prices consistent with customer requirements and coordinating closely with other departments.
- When selling a room over the phone for guests, receptionists always express a sincere attitude, are polite, communicate with a clear voice, conduct themselves quickly, and answer briefly, not leaving customers to wait for long.
- The reception desk is also an advantage of the reception department With elegant colors, phones following international standard time, business cards, and maps on the reception desk, the hotel gives a professional feeling to tourists. Telephones, fax machines, and computers are always in the best condition to serve guests.
- The serving process is fast, neat, and proficient, shortening the waiting time of guests.
- The number of customers leaving the hotel is very low for the majority of customers to use the product, and the hotel has a very good
- Besides these advantages, there are still some drawbacks that need to be overcome:
Some facilities in the lobby are old after some years of use.
- The language skills of employees - especially receptionists - are not diverse, especially in Chinese, Korean, and Japanese; they just focus mainly on English.
- Some employees, like bellmen, have limited communication skills and a lack of enthusiasm for customers; there are still a few employees who do not fully comprehend their work and are unaware of their responsibilities in the process of providing service.
- Entertainment services that are not really optimized are still quite problematic.
- Some staff are quite slow, not nimble in the process of making procedures for customers.
- There are still some employees who only know one foreign language, which cause many difficulties in communicating with guests because they come to the hotel from many different countries.
- The resolution of customer complaints is often not satisfactory Sometimes the staff is not proactive in dealing with the requests of the guests, depending on the advice of the superiors.
DIFFICULTIES AND SOLUTIONS
Difficulties
Although the rating rate obtained from customer surveys is above average, there are still a number of drawbacks that the hotel could take into account to raise the standard of its services.
First of all , the receptionist at Da Nang Golden Bay had difficulty handling the situation when a customer complained about something, not responding quickly to solve the problem Check-in procedures for guests are still quite slow
Second, according to the polls we all know, most of the Danang Golden Bay Hotel Reception staff, can speak English very well, other languages like Korean, and Chinese have not yet been popular with all staff.
Finally, despite the hotel having only recently opened in 2016, part of its equipment is antiquated but has not been replaced, which has resulted in needless complaints This is a very difficult situation for the property.
Solutions
After researching the situation and quality of the reception department at the Da Nang Golden Bay Hotel, I realized that the hotel still had some weaknesses, so I gave solutions to improve the service quality of the reception here.
- The solution for the reception department
Knowledge and expertise are the most important keys a receptionist should have. The front office is the place that has the most contact with guests, all questions and requests from guests are directed to the front office The target audience is very diverse and rich If an employee does not have general knowledge and expertise, it is very difficult to do the job assigned and to handle customer complaints. Therefore, the hotel needs to open periodic professional training courses for employees to work better.
Referring to the receptionist, the criteria of the hotel selection cannot ignore foreign language proficiency because, in addition to domestic guests, the receptionist also contacts international guests, so the foreign level indispensable language for the receptionist In particular, priority is given to staff with Chinese or Korean language skills because the Da Nang Golden Bay hotel market mainly serves those two international tourists Therefore, the hotel needs to recruit staff who are fluent in English, Korean, or Chinese to better serve customers and, at the same time help the hotel develop.
The hotel should have a fostering policy, paying more attention to the material and spiritual life of its employees.
The front desk department is the hotel's central headquarters, where all activities take place and receive requests from guests So it can be said that the work pressure of the front desk staff is very great Moreover, the workload of the front desk department is huge Therefore, the hotel should have policies to pay more attention to the material and spiritual life of employees There should be a specific salary increase policy for employees On public holidays, the hotel should have a form of encouragement and reward not only in the form of compensatory leave but also with additional salary, these days give priority to those who are far away, people with special circumstances take a break first, take a longer break.
The hotel should pay more attention to the spiritual life of employees and their families such as visiting, giving gifts on holidays, birthdays, sickness, filial piety, The hotel should also pay attention to satisfaction the needs of respect, promotion,fairness among workers this job will contribute to promote them to work more effectively The hotel's leadership should offer promotion and promotion programs.This is one of the issues that many employees care about, especially talented young people Therefore, the goal of promotion will become a strong motivation to encourage everyone to strive, practice and develop personal capacity.
- Besides, the hotel needs to organize many emulation activities and exchanges among departments Through these activities, employees can be more connected with each other, work in groups more effectively and have a more solidarity at work.
CONCLUSIONS AND SUGGESTION
Conclusions
In recent years, we all see that our country's tourism industry is developing quite strongly, people's lives are improving day by day, tourism is developing very well. Traveling is one of the ways for people to relax with family and friends, re-energize after a long period of studying and working hard.
In the hotel service industry, improving the quality of customer care must pay special attention to the reception department, because the face that most contacts customers and the face of the hotel With the increasing number of tourists and cultural diversification, it is imperative that receptionists constantly improve their skills and specialization skills to further satisfy guests, create sympathy and impressions With judgment shows the importance of being organize hotel activities as above I research and collect the data and information to complete for
"An Investigation into the Real Situation and Some Solutions for Improving the Service Quality of the Reception Department at Danang Golden Bay Hotel” This topic helps to make guest reviews An overview of the guest performance in general and the receptionist in particular in order to offer the best solution that can improve the service quality of the receptionist department.
Improving business operations is the goal that any hotel aims for and does everything to achieve One of the most effective ways to improve a hotel's business is to improve the quality of hotel services Improving the service quality of a business establishment not only helps that establishment increase revenue, but it also helps that establishment establish a strong market presence Give your company a unique selling point to help attract customers.
Through my research project, I was able to gather useful information about service quality and criteria for improving hotel service quality The analysis of the reception department's hotel state of service quality at Da Nang Golden Bay reception has assisted me in formulating some measures to improve this department's service quality. After interacting with the actual work at the Da Nang Golden Bay hotel's reception department, I discovered that the reception's business is fairly stable following the prolonged COVID-19 wave
In the current context, Da Nang Golden Bay has faced and continues to face numerous challenges, including fierce market competition, difficulty understanding and satisfying increasingly diverse customer preferences, and psychology Facilities are not powerful enough to compete with rivals.
However, we can put our faith in the present and future of the Da Nang Golden Bay reception department to maintain and develop the business based on the hotel's current advantages
Hopefully, with this research topic, I will be able to contribute some personal ideas to help Da Nang Golden Bay's reception improve its service quality.
Due to the limitations of qualifications as well as the practice time, this topic is not really complete I hope for the help and suggestions of the teachers to make my topic more complete.
Suggestions
6.2.1 Suggestions for the overall issues
More and more Hotels are coming out and joining in the fierce competition And these competitions are getting more and tougher because of not only the domestic tourism businesses but also the participation of foreign businesses
With the scale of a 5-star international standard Hotel, Da Nang Golden BayHotel is trying to improve itself to stand firm in the tourism market in Da Nang today With the goal of doing business is profit, but that is not the top goal that the management of the Hotel always follows, the main goal is stable existence,development to secure jobs, improve the lives of workers, improve the quality of service to meet the needs of visitors Over the years thanks to the efforts of all achieve business results In the quality of service, the Hotel always strives to ensure quality as well as preserve its reputation To be able to survive and develop in that trend, Da Nang Golden Bay Hotel has been and will continue to implement the strategy of improving service quality in the whole Hotel in general and the Reception department in particular With the service attitude is very thoughtful, enthusiasm will certainly meet the increasing demand of tourists
In order to survive and have a standing position in the tourism market, Danang Golden Bay Hotel has been step by step perfecting, improving service quality is the striving goal of the hotel Hotels need to promote their strengths and find suitable directions to enhance their reputation, increase competitiveness, harmonize with the development in the current hotel business So the hotel offers some suggestions as follows:
Da Nang Golden Bay hotel should improve and expand lobby equipment. The majority of the lobby's equipment and facilities have only been maintained, and because the hotel has been in operation for a long time, the facilities are somewhat degradation and out of sync As a result, in the near future, the reception department will need to renew and repair its technical facilities, invest in equipment procurement, and ensure synchronization in order to improve service quality and labor productivity Customers will feel more comfortable when using services with new and beautiful utensils, demonstrating the reception's aesthetic as well as its class.
Improve service quality at the hotel department, especially the receptionist department.
Staff of high quality is critical to improving service quality and projecting a positive image in the eyes of customers by:
+ All employees will receive specialized foreign language program training.
+ Improve the quality of the service team, from serving ways to the ability to handle situations to disseminating knowledge about how to make customers comfortable.
+ Build good relationships between departments.
+ Add professional knowledge to soft skill classes.
+ Check and upgrad the facilities.
Improving the service quality of staff helps the reception department to get absolute satisfaction from customers Because the service factor is the factor that makes up the hotel service industry.
Diversify products and services provided to customers
According to the status of reception services, while they are sufficient to meet the needs of customers, they are still limited in quantity and not particularly rich. Furthermore, the enhancement and diversification of the reception department will provide significant benefits to the hotel, allowing it to compete and attract more customers.
Stable source of guests, increase prestige and strength of the hotel
Completed in excess of the previous year's target on revenue, number of room days, and cost reduction.
- The directions of the hotel:
Invest in upgrading technical facilities, promote internal strengths and advantages of the hotel.
Have a plan for training and retraining and a reasonable reward and treatment regime for employees Focus on recruiting qualified staff, with the right ability for the job.
Promote marketing with reasonable pricing policy with high competitiveness.
Study clearly the needs and characteristics of each customer object in order
Focus on enhancing the main business of the hotel is the accommodation business Besides, also pay attention to additional hotel services to increase revenue.
Complete the customer service process.
For the above solutions, we need to focus on the solution to improve the quality of customer service in the reception department.
+ Reception is seen as a facade for each hotel and is also a decisive factor for guests' satisfaction and trust to return to the hotel on the next occasion or not But the process of picking up and checking in at Danang Golden Bay Hotel is quite slow on the holidays So we need to overcome this situation in order for the hotel to improve its service level To do this, the management board needs to train and foster monthly skills and professional knowledge for receptionists In order for staff to have a quick skill in serving you and the staff must know how to handle all your situations Always have a cheerful, sociable, friendly attitude towards all customers so that customers will have a good relationship Because the attitude of each staff member will be the key to helping the hotel gain potential guests or not.
Furthermore, the hotel must employ a receptionist with foreign language skills, as Danang Golden Bay Hotel not only caters to domestic but also international guests.
Finally, on the basis of employee assessment over time, hotels need to have a clear remuneration policy, taking care of the lives of employees and their families to create peace of mind for employees In addition, it is necessary to create conditions for good employees to have opportunities to advance at work, good employees can be promoted to such positions, which will motivate employees to strive, increase labor productivity has a policy of rewarding employees.
6.2.2 Suggestions for Duy Tan University
During four years at university, I realized myself very lucky when I chose this major and learned many new things I would like to contribute some personal ideas to the university I hope that it could be useful in some aspects: First, I would like the faculty of the English department to create conditions for students to experience and practice more communication in the school Students at the school have a basic knowledge of grammar, but when communicating, there is often confusion and a lack of confidence By building lessons that use communication skills, students will be able to communicate more fluently and confidently Secondly, I would like the faculty to create more activities in teaching to help students learn more about their school Practical visits should be organized several times a year so that students can cultivate knowledge of hospitality in the hotel industry.Besides, students are encouraged to join English clubs in the school so that they can have more knowledge of English.Through the practice environment at the Da Nang Golden Bay hotel, I realized that students at universities do not have enough opportunities to directly practice English with foreigners That will help us avoid unnecessary embarrassment when going to work.
Thank you for choosing to stay with us.
My name is Le Thi Thao Bang I am currently a final I am currently a final-year English for Tourism student at Duy Tan University in Da Nang For eight weeks, I worked as an intern in the Reception department at the Da Nang Golden Bay hotel
In reality, I need to get some feedback for my graduate paper As a result, I would be grateful if you could spend more time answering the numerous questions below Your opinion will help us with useful information to do our research and to draw measure in upgrading Da Nang Golden Bay Hotel and providing you with better service.
Thank you for your support and we look forward to best regard.
Please give us your individual information:
1 How many times have you been in Danang city?
2 How many times have you stayed at Danang Golden Bay Hotel?
3 Do you feel satisfied / comfortable with the Danang Golden Bay Hotel?
4 How do you feel about the facilities and equipment of Da Nang Golden Bay Hotel’s reception department ?
Criteria Extremely satisfied Satisfied Unsatisfied
5 How do you feel about the staff of the staff of Da Nang Golden Bay Hotel?
6 What is the price when you stay at Danang Golden Bay Hotel?
7 Does the attitude of the staff make you satisfied?
8 Would you like to stay at Danang Golden Bay Hotel another time?
9 Would you recommend Danang Golden Bay Hotel to a friend or colleague?
10 If you have any comments for us to improve our services quality as well as workforce quality, please write down below:
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Websites https://www.lawinsider.com/dictionary/business-hotel https://www.indeed.com/career-advice/career-development/service-quality