In this graduation paper investigates the real situation and provides solutions to improve the service quality of the Reception Department at Saigontourane Hotel. This case study is conducted on the basis of theory and practical data. In order to get results, I have gathered all the main relevant information about resorts, tourists, etc... from primary and secondary sources, such as textbooks, the Internet, as well as receptionist data and customer reviews of the resorts through my surveys, findings and observations. Based on this information, I will outline some of the characteristics of the staff, the service, the organizational structure and then propose some suggestions to improve the service quality of Reception Department at Saigontourane Hotel.
NGU YEN THI THA NH HUY DUY TAN UNIVERSITY FACULTY OF ENGLISH EN – GRA DUA TIO N PAP ER IN ENG NGUYEN THI THANH HUYEN LIS H LIN GUI STI CS 2023 AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO IMPROVING THE SERVICE QUALITY OF RECEPTION DEPARTMENT AT SAIGONTOURANE HOTEL GRADUATION PAPER IN ENGLISH LINGUISTICS DA NANG, 2023 ii Graduation Paper Supervisor: Doan Thi Dieu Lan, M.A MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH DUY TAN UNIVERSITY GRADUATION PAPER NGUYEN THI THANH HUYEN AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO IMPROVING THE SERVICE QUALITY OF RECEPTION DEPARTMENT AT SAIGONTOURANE HOTEL Major: English for Tourism SUPERVISOR : DOAN THI DIEU LAN, M.A STUDENT : NGUYEN THI THANH HUYEN CLASS : K25NAD7 STUDENT CODE : 25203207738 DA NANG – May 2023 Student: Nguyen Thi Thanh Huyen Code: 25203207738 iii Graduation Paper Student: Nguyen Thi Thanh Huyen Supervisor: Doan Thi Dieu Lan, M.A Code: 25203207738 i Graduation Paper Supervisor: Doan Thi Dieu Lan, M.A ACKNOWLEDGEMENT In fact, there is no success without support and help In the process of completing this graduation paper, I have received a lot of help, guidance and encouragement from teachers, colleagues, friends and family Firstly, I would like to express my deep gratitude to my guidance advisor from the Faculty of Foreign Languages of Duy Tan University, Ms Doan Thi Dieu Lan, for her guidance and encouragement in doing this research I am truly grateful for his advice and suggestions right from the first step Secondly, I would like to express my gratitude to all the teachers who gave me useful knowledge and materials Not only that, they also inspired and facilitated me during my study and practice at Duy Tan University That is the important foundation for me to complete this paper in the best way Finally but not least, I would like to thank my friends and family for supporting, helping, giving me the best motivation and the favorable conditions to this case study Student: Nguyen Thi Thanh Huyen Code: 25203207738 ii Graduation Paper Supervisor: Doan Thi Dieu Lan, M.A STATEMENT OF AUTHORSHIP I declare that this graduation paper has been composed myself, and described my own work, unless otherwise acknowledged in the text Except where reference is made in the text of the graduation paper, this graduation paper contains no material published elsewhere or extracted in the whole or in part from the graduation paper by which have qualified for or been awarded another degree or diploma No other person’s work has been used without due acknowledgement in the graduation paper This graduation paper has not been submitted for award of any degree or diploma in any other tertiary institution Danang, May 4th, 2023 Student: Nguyen Thi Thanh Huyen Code: 25203207738 iii Graduation Paper Supervisor: Doan Thi Dieu Lan, M.A ABSTRACT In this graduation paper investigates the real situation and provides solutions to improve the service quality of the Reception Department at Saigontourane Hotel This case study is conducted on the basis of theory and practical data In order to get results, I have gathered all the main relevant information about resorts, tourists, etc from primary and secondary sources, such as textbooks, the Internet, as well as receptionist data and customer reviews of the resorts through my surveys, findings and observations Based on this information, I will outline some of the characteristics of the staff, the service, the organizational structure and then propose some suggestions to improve the service quality of Reception Department at Saigontourane Hotel Student: Nguyen Thi Thanh Huyen Code: 25203207738 iv Graduation Paper Supervisor: Doan Thi Dieu Lan, M.A TABLE OF FIGURES Tables: Table 1: Reception department facilities Table 2: Saigontourane Hotel Reception Staff Table 3: Changes of the guest resource by nationality at Saigontourane Hotel Table 4: Structure of survey participants at Saigontourane Hotel Table 5: Evaluate the Modern Level of Hotel Facilities Table 6: Evaluate the uniform of the receptionist Table 7: Evaluation about the reception solve guest’s complaints Table 8: Evaluation about attitude of the receptionist Table 9: Evaluation about Professional of the receptionist Table 10: Evaluation about Foreign Language of the receptionist Table 11: Evaluation about Waiting time Table 12: Evaluation about service of the receptionist Table 13: Evaluation about Procedures of registering rooms Table 14: Evaluation about the Payment procedures for guests Figures: Figure 1: FO Department Organization Chart Figure 2: Organization Diagram at Saigontourane Hotel Figure 1: Organization Chart of FO Department at Saigontourane Hotel Figure 4: Service process at the Saigontourane Hotel Charts: Chart 1: An assessment chart of the modern level of facilities Chart 2: Evaluation of the Receptionist's uniform Student: Nguyen Thi Thanh Huyen Code: 25203207738 v Graduation Paper Supervisor: Doan Thi Dieu Lan, M.A Chart 3: Evaluation about the reception solve guest’s complaints Chart 4: Evaluation about Service Quality of the Receptionist Chart 5: Evaluation about procedures of registering rooms Chart 6: Evaluation about Payment procedures for guests Student: Nguyen Thi Thanh Huyen Code: 25203207738 vi Graduation Paper Supervisor: Doan Thi Dieu Lan, M.A ABBREVIATIONS FO: Front Office HR: Human Resource WTO: World Tourism Organization Q: Quantity Student: Nguyen Thi Thanh Huyen Code: 25203207738 vii Graduation Paper Supervisor: Doan Thi Dieu Lan, M.A TABLES OF CONTENS ACKNOWLEDGEMENT i STATEMENT OF AUTHORSHIP ii ABSTRACT .iii TABLE OF FIGURES iv ABBREVIATIONS vi TABLES OF CONTENS vii CHAPTER INTRODUCTION .1 1.1 Rationale 1.2 Aims and Objectives 1.2.1 Aims 1.2.2 Objectives 1.3 Scope of the Study 1.4 Method of the Study 1.5 Organization of the Study .4 CHAPTER THEORETICAL BACKGROUND 2.1 An Overview of the Hospitality Industry 2.1.1 Tourism .5 2.1.2 Tourist 2.1.2.1 Domestic tourists 2.1.2.2 International tourists .6 2.1.3 Hotel 2.1.3.1 Definition of Hotel 2.1.3.2 Classification of Hotel Student: Nguyen Thi Thanh Huyen Code: 25203207738