Any graduation project to be successful requires help and direction. And I am very fortunate to receive that from my dear teachers, family and friends. First of all, I would like to thank Ms. Huong, whos veritably devoted and enthusiastic. She supported me a lot during the course of the thesis similar as constantly covering the progress, suggesting important points and showing me how to write a report in the most scientific way. She gave me a lot of useful advice and numerous good ideas, from which I was suitable to complete this graduate thesis. Secondly, I would like to thank the staff at Belle Maison Parosand Danang, especially the housekeeping staff and the manager Ms. Trang. I am so grateful and honored to be working with them, who are always welcoming and never scold me when I do something wrong. Since then, I have felt familiar with this place even in just 5 short weeks. In addition, I have also learned a lot of valuable experiences and lessons through the kindness and tenderness of everyone at Belle Maison Parosand Danang Hotel. Thirdly, I would like to thank my dear friends, who always encouraged and shared when I felt stuck, and gave useful lessons and advice. From their devotion, I was given the strength to continue to fulfill my dreams as well as gain confidence in my study and research process. Last but not least, I would like to express my sincere thanks and gratitude to my family, especially my parents. They have continuously supported and encouraged me throughout my studies as well as in the process of writing this report.
TR AN TH I NG OC HA – GR AD UA TI ON PA PE R IN EN GL ISH LIN GU IST ICS 202 DUY TAN UNIVERSITY FACULTY OF ENGLISH TRAN THI NGOC HA AN INVESTIGATION INTO THE REALITY AND SOME SOLUTIONS FOR IMPROVING THE HOUSEKEEPING DEPARTMENT’S SERVICE QUALITY AT BELLE MAISON PAROSAND DANANG HOTEL GRADUATION PAPER IN ENGLISH LINGUISTICS DA NANG, 2023 DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION PAPER AN INVESTIGATION INTO THE REALITY AND SOME SOLUTIONS FOR IMPROVING THE HOUSEKEEPING DEPARTMENT’S SERVICE QUALITY AT BELLE MAISON PAROSAND DANANG HOTEL Major: English for Tourism SUPERVISOR : LE THI DIEU HUONG, M.A STUDENT : TRAN THI NGOC HA CLASS : K25 NAD1 STUDENT CODE : 25203208025 DA NANG, 2023 ii Graduation Thesis Le Thi Dieu Huong M.A ACKNOWLEDGEMENTS Any graduation project to be successful requires help and direction And I am very fortunate to receive that from my dear teachers, family and friends First of all, I would like to thank Ms Huong, who's veritably devoted and enthusiastic She supported me a lot during the course of the thesis similar as constantly covering the progress, suggesting important points and showing me how to write a report in the most scientific way She gave me a lot of useful advice and numerous good ideas, from which I was suitable to complete this graduate thesis Secondly, I would like to thank the staff at Belle Maison Parosand Danang, especially the housekeeping staff and the manager - Ms Trang I am so grateful and honored to be working with them, who are always welcoming and never scold me when I something wrong Since then, I have felt familiar with this place even in just short weeks In addition, I have also learned a lot of valuable experiences and lessons through the kindness and tenderness of everyone at Belle Maison Parosand Danang Hotel Thirdly, I would like to thank my dear friends, who always encouraged and shared when I felt stuck, and gave useful lessons and advice From their devotion, I was given the strength to continue to fulfill my dreams as well as gain confidence in my study and research process Last but not least, I would like to express my sincere thanks and gratitude to my family, especially my parents They have continuously supported and encouraged me throughout my studies as well as in the process of writing this report I am grateful to all of you I wish all of you good health and sucess! Best Regards! Tran Thi Ngoc Ha Tran Thi Ngoc Ha Code: 25203208025 iii Graduation Thesis Le Thi Dieu Huong M.A STATEMENT OF AUTHORSHIP I hereby certify that the authorship of this thesis submitted today titled: "An Investigation into the Reality and Some Solutions for Improving the Housekeeping Department's Service Quality at Belle Maison Parosand Danang Hotel" is the result of my own research Unless references are made to the text of the dissertation, the thesis does not contain material published elsewhere or extracted in whole or in part by a qualified dissertation or awarded a degree or other diplomas No other person's work has been used without proper acknowledgment in the thesis This thesis has not been accepted for any degree or diploma in any other tertiary institution Danang, April 1st, 2023 TRAN THI NGOC HA Tran Thi Ngoc Ha Code: 25203208025 iv Graduation Thesis Le Thi Dieu Huong M.A ABSTRACT In this graduation report, I would like to find out the current situation as well as solutions to improve the service quality of the Housekeeping Department at Belle Maison Parosand Danang Hotel Housekeeping Department is considered as the most important basic service segment at the hotel, but in fact the service quality of this department is not really perfect Therefore, I will give suggestions and comments to improve the customer service process for the Housekeeping Department Besides, I will also analyze the facilities of Belle Maison Parosand Danang Hotel I hope that with this recommendation the hotel will strengthen its service quality Tran Thi Ngoc Ha Code: 25203208025 v Graduation Thesis Le Thi Dieu Huong M.A TABLES & FIGURES Table 1: The Facilities of Housekeeping Department at Belle Maison Parosand Danang Hotel 28 Table 2: Labor Structure of Housekeeping Department at Belle Maison Parosand Danang Hotel 30 Table 3: The business situation of Belle Maison Parosand Danang Hotel in the 2020 – 2022 period 32 Table 4: The number of guests at Belle Maison Parosand Danang Hotel in the 2020 -2022 period 34 Table 5: Evaluation on the foreign language proficiency of staff 35 Table 6: Evaluation on the attitude and uniform of the Housekeeping Department 36 Figure 1: The Organizational Structure of Belle Maison Parosand Danang Hotel.21 Figure 2: The Organizational Structure of Housekeeping Department at Belle Maison Parosand Danang Hotel 24 Tran Thi Ngoc Ha Code: 25203208025 vi Graduation Thesis Le Thi Dieu Huong M.A TABLE OF CONTENTS ACKNOWLEDGEMENTS ii STATEMENT OF AUTHORSHIP iii ABSTRACT iv TABLES & FIGURES v TABLE OF CONTENTS .vi CHAPTER 1: INTRODUCTION 1.1 Rationale 1.2 Aims and Objectives .2 1.2.1 Aims 1.2.2 Objectives 1.3 Scope of the Study 1.4 Methods of the Study 1.5 Organization of the Study CHAPTER THEORETICAL BACKGROUND 2.1 An overview of the Hotel Industry 2.1.1 Hotel Definition 2.1.2 Hotel Classification Tran Thi Ngoc Ha Code: 25203208025 vii Graduation Thesis Le Thi Dieu Huong M.A 2.2 The Housekeeping Department 13 2.2.1 Housekeeping Definition 13 2.2.2 The Function of the Housekeeping Department 13 2.2.3 The Operations in the Hotel Housekeeping Department 13 2.2.4 Duties of the Housekeeping .14 2.2.5 Requirements for the Housekeeping Staff .15 2.2.5.1 Professional requirements and understanding 15 2.2.5.2 Foreign language and computer proficiency requirements .16 2.2.5.3 Professional ethics requirements .17 2.2.5.4 Physical and Appearance Requirements 18 CHAPTER 3: CASE DESCRIPTION .19 3.1 An Overview of Belle Maison Parosand Danang Hotel 19 3.2 The Organizational Structure and Functions of departments at the Belle Maison Parosand Danang Hotel 21 3.2.1 The Organizational Structure of departments at Belle Maison Parosand Danang Hotel 21 3.2.2 The Functions of departments at Belle Maison Parosand Danang Hotel 21 3.3 The Organization of Housekeeping Department at Belle Maison Parosand Danang Hotel .24 3.3.1 Introduction about the Housekeeping Department 24 3.3.2 The Organizational Structure of Housekeeping Department at Belle Maison Parosand Danang Hotel 24 3.4 The Facilities of Housekeeping Department at Belle Maison Parosand Danang Hotel .28 3.5 Labor Structure of Housekeeping Department at Belle Maison Parosand Danang Hotel .29 CHAPTER ANALYSIS AND EVALUATION 32 Tran Thi Ngoc Ha Code: 25203208025 viii Graduation Thesis Le Thi Dieu Huong M.A 4.1 Analysis 32 4.1.1 Analysis of business situation of Belle Maison Parosand Danang Hotel in the 2020 - 2022 period 32 4.1.2 The number of guests at Belle Maison Parosand Danang Hotel in the 2020 – 2022 period 34 4.2 Evaluation .35 4.2.1 Evaluation on the Housekeeping Department’s Staff 35 4.2.1.1 Evaluation on the foreign language Proficiency of Staff 35 4.2.1.2 Evaluation on the Attitude and Uniform of the Housekeeping Department .36 4.2.2 General Evaluation about the Service Quality of Housekeeping Department at Belle Maison Parosand Danang Hotel 37 4.2.2.1 Strengths 37 4.2.2.2 Weaknesses 38 CHAPTER DIFFICULTIES AND SOLUTIONS 39 5.1 Difficulties .39 5.2 Solutions 39 CHAPTER CONCLUSIONS AND SUGGESTIONS 42 6.1 Conclusions 42 6.2 Suggestions 43 6.2.1 Suggestions for Faculty of English 43 6.2.2 Suggestions for the company 44 REFERENCES 45 APPENDIX 46 QUESTIONNAIRE .46 SUPERVISOR’S COMMENTS 49 Tran Thi Ngoc Ha Code: 25203208025 Graduation Thesis Le Thi Dieu Huong M.A CHAPTER 1: INTRODUCTION 1.1 Rationale Tourism has been recognized as an active human hobby and leisure activity Today, tourism has become an indispensable need in socio-cultural life and is developing strongly into a spearhead economic sector in many countries around the world as well as in Vietnam Our country's tourism industry has made rapid development in both scale and quality, the system of tourist accommodation establishments is growing stronger, and tourism infrastructure is interested in investment by the state and society Since then, Vietnam has become an attractive destination in the world The number of tourists and revenue from tourism are continuously growing at a high rate This has contributed greatly to the GDP growth of the country Moreover, Vietnam has made good use of the increase in global and regional tourism demand, thereby successfully capturing market share from rival countries in the tourism industry such as Thailand, the Philippines, and Indonesia, Just 10 years ago, the number of foreign visitors to Vietnam was million visitors/year, this number has increased to 15 million; the number of domestic trips 10 years ago was 20 million, now this number has also quadrupled The tourism industry in Da Nang city has also made impressive breakthroughs and growth in recent years With the launch of many high-class products and services, the tourism industry in Da Nang attracts a large number of tourists not only Tran Thi Ngoc Ha Code: 25203208025