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.
INTRODUCTION
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 4 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 domestic but also international Flights from Da Nang have increased much, showing the strong recovery of the city's tourism industry after the pandemic
However, the higher the development, the fiercer the competition Therefore, the top criterion of the hotel is always the quality of service, especially room attendant Realize the importance of the service quality of the housekeeping department That's why I chose the topic "An Investigation into the Reality and
Some Solutions for Improving the Housekeeping Department's Service Quality atBelle Maison Parosand Danang Hotel"
Aims and Objectives
The purpose of this study is to survey the status and service quality of the Housekeeping Department From there, I will propose some solutions to improve the service quality of the Housekeeping Department at Belle Maison Parosand Danang Hotel.
To achieve the above aims, this study is intended to:
- Provide a general introduction and current status of the Belle Maison Parosand Danang Hotel
- Provide an analysis of the customer satisfaction level of the housekeeping department at Belle Maison Parosand Danang Hotel
- Propose a number of measures to improve the housekeeping department atBelle Maison Parosand Danang Hotel.
Scope of the Study
- In terms of research topic: Learn more about the current situation and possible solutions to improve the service quality of the Housekeeping Department at Belle Maison Parosand Danang Hotel
- In terms of space: Housekeeping Department at Belle Maison Parosand Danang Hotel
- In terms of time: Study the operating status of Belle Maison Parosand DanangHotel from 2020 to 2022.
Methods of the Study
In the process of implementing this topic, I have used the method of collecting data, by giving out the surveys at the hotel In addition, this research is also based on some reference textbooks and knowledge I gained during my internship at BelleMaison Parosand Danang Hotel.
Organization of the Study
The main content of the thesis is divided into 6 chapters as follows:
The introduction part of the graduation thesis includes the Rationale, Aims and Objectives, Scope of the Study, Methods of the Study and Organization of the Study
An Overview of the Hotel Industry as well as the Housekeeping Department.
Description of the study on the Organizational Structure, Functions, and Facilities of the Housekeeping Department at Belle Maison Parosand Danang Hotel
Analysis and evaluation of the service quality of the Housekeeping Department at Belle Maison Parosand Danang Hotel
Some Difficulties and Solutions to those difficult problems
Conclusions and Suggestions for Belle Maison Parosand Danang Hotel on improving the service quality of the Housekeeping Department.
THEORETICAL BACKGROUND
An overview of the Hotel Industry
The hotel industry is one of the most important components of the service industry It includes many forms to serve customers who need overnight accommodation such as: hotels, hostels, motels, inns and guest houses [1]
The Vietnam National Administration of Tourism issued Circular No 01/2002/ TT-TCDL on April 27, 2001, advising the execution of the Government's Decree
No 39/2000/ND-CP on tourist accommodation establishments: "The hotel is an independent architectural work, with the size of 10 bedrooms or further, guaranteeing the quality of facilities, tools and necessary services to serve tourists."
The hotel is a place to ensure the quality and necessary facilities to meet a number of requirements for rest, dining, entertainment and other services during the guest's stay at the hotel In terms of construction, the hotel is understood as a solid structure with many bedrooms Inside the hotel, there are a lot of equipment and furniture used for the purpose of bringing the most comfort and satisfaction to guests
The hotel is established and registered for business in accordance with the law for the purpose of making profit [2]
Hotels are grouped according to their size, target market, location, facilities,degree and type of service, affiliation, and ownership, among other criteria These classifications give guests an overview of the hotel before going directly to the property As a result, classification plays an important role in creating trust between a business and its customers [3]
2.1.2.1 Classification based on Size o Small Hotels : Hotels with the number of rooms not exceeding 25 o Medium Hotels : Hotels with the number of rooms from 26 to 100 o Large Hotels : Hotels with the number of rooms ranges from 101 to 300 o Very large Hotels : Hotels have more than 300 rooms
2.1.2.2 Classification based on Star o 1-Star Hotels
1-Star hotels are usually located near affordable locations or main intersections, with convenient transportation systems These hotels have basic but clean interiors o 2-Star Hotels
2-Star hotels are equipped with air conditioning and good quality support, have experienced staff, work efficiently and politely, always wear neat and clean uniforms Each room is equipped with curtains, carpets, and luxurious furniture o 3-Star Hotels
3-Star hotels have spacious accommodation, decorated corridors These hotels are equipped with fully equipped dining rooms, conference facilities All are attended by qualified, highly trained and experienced staff Moreover, 3-Star hotels also provide laundry service along with premium housekeeping o 4-Star Hotels
4-Star hotels are often located in areas with distinct architectural features and high- standard surroundings These hotels have separate restaurant, spa, bar, gym, swimming pool with modern equipment The staff has a 4-Star luxury service attitude, meeting all the legitimate needs of customers o 5-Star Hotels
5-Star hotels have a unique, high-class and luxurious architectural design, using standard materials, durable over time Serving 24/24 with many international customers from Asia, Europe, These hotels have spacious parking area, separate restaurant, spa, bar, swimming pool, gym, The staff has a 5-Star luxury service attitude, meeting all the legitimate needs of customers.
2.1.2.3 Classification based on Location and Clientele o Downtown Hotels
These hotels are located in the business center of the city, havey high room rates and most of their customers are corporate customers. o Sub-urban Hotels
These hotels are built on the outskirts of the city with the same facilities as the hotels in the city center but the room rates are moderate Sub-urban hotels are preferred by customers who do not like the bustle o Resort Hotels
These hotels are located in tourist destinations such as beaches, countryside, places with natural, quiet atmosphere Room rates of resort hotels can vary based on services provided and are especially appealing to group travelers o Airport Hotels
These hotels are developed near airports to provide commercial services. Customers of this type of hotel are leisure, group and business travelers. Passengers arriving late or early for their flight will spend time in these hotels, or other passengers can rest while waiting for their connecting flight o Motels
This term is a combination of "moto" and "hotel" Usually located along highways in the suburbs They provide food, lodging, parking, and highway vehicle refueling o Floatels
These include houseboats and cruise ships They also provide luxury accommodation as well as food and drink for their guests o Rotels
They are a combination of tour buses and hotels Among them can be equipped with air conditioning and be attached to bars, restaurants o Commercial or Business Hotels
These hotels are often found in the business center of the city to provide superior service to business travelers These services include: high-speed Internet connection, editing tools, photocopier, fax machine, morning coffee, o Transient Hotels
They are developed near the airport, seaport and station; operates around the clock to provide room service to transient travelers o Boutique Hotels
They are small and expensive hotels, mainly aimed at the upper class They are architecturally unique, stylish, comfortable and luxurious o Residential Hotels
These are hotels that provide accommodation services for long-stay customers. Guests can stay up to 2 years at these hotels o Suite Hotels
They offer superior personalized services The room is divided into living areas, a kitchenette, a bedroom with a private bathroom, and a dance floor o Bed and Breakfast Hotels
These hotels include homes with multiple rooms that are used to provide overnight services The services provided by the host are often memorable to attract many customers o Casino Hotels
Their main purpose is to provide gambling facilities, they attract customers through gambling promotions, lavish shows o Conference Centers
They are designed to cater to conference delegations by providing conference rooms, meals, drinks and whiteboards as well as projectors o Green Hotels
These are eco-friendly hotels Developed and managed with the aim of establishing programs to save water, energy and waste.
2.1.2.4 Classification based on Ownership o Independent Hotels
These are establishments run on an ownership basis with no ties to other companies or lodging establishments. o Management Contracts
These are contracts between a property owner and a hotel operator in which the operator is hired and given full responsibility for the operation and management of the hotel o Franchise
This is the mandate of a company that gives an individual or another company to sell products and services for a period of time, using its trademark according to the set guidelines o Referral groups
These include independent hotels incorporated for a common purpose o Condominiums
These are hotels that guests buy and own as a second home.
2.1.2.5 Classification based on Services o World-class Services Hotels
These hotels are also known as luxury hotels and are mainly aimed at the elite. They offer superior services, exquisite decor, luxurious rooms and extensive amenities o Mid-Range Service Hotels
They pursue luxury hotels that provide modest services to customers, mostly tourists o Budget Hotels
These hotels focus on providing meeting rooms and have cheap, clean and comfortable rooms.
2.1.2.6 Classification based on Staying Duration o Commercial Hotels
These hotels only allow guests to remain for a few days or a week. o Transient Hotels
These are hotels where most guests are residents on the way to stopover, they will stay for a short time at the hotel before continuing their journey o Semi-resident Hotels
These are hotels for people who stay for a few weeks or months before moving to another location o Apartment or Residential Hotels
The Housekeeping Department
The Housekeeping Department is responsible for the cleanliness, comfort and convenience of guests in the room and public areas With a mission to make guests feel the hotel is their second home Each hotel has its own standards, the duty of the housekeeping staff is to comply to achieve the highest work efficiency.
2.2.2 The Function of the Housekeeping Department
The Housekeeping Department has the function of providing products and services at the hotel They bring the highest revenue source for the hotel in total revenue and are responsible for the customer's stay at the hotel
In addition, closely coordinate with the reception in providing room service. The Housekeeping Department is divided into small parts such as: room staff, laundry staff, minibar staff, public staff,
2.2.3 The Operations in the Hotel Housekeeping Department
Every effort of the housekeeping staff has a direct impact on the guest experience in the hotel There are 3 more employees working in the HousekeepingDepartment than in any other part of the hotel
Responsible for turnaround of the rooms in a timely manner, the Housekeeping Department’s primary communication is with the front desk The status of each room is regularly updated from the Housekeeping Department to the front desk and vice versa Housekeeping staff also work closely with engineering, as housekeeping staff identify different types of maintenance problems during cleaning and report them to the maintenance team for remediation or replacement. For example, problems with televisions, air conditioning, plumbing, electrical, furniture, ventilation problems, etc
The role of Housekeeping Department can vary depending on the type or category of the hotel Housekeeping Department is considered the "back of the house" department even though they have some direct contact with guests, such as while cleaning the room, picking up laundry, providing turndown service, or making bed in the evening,…
Clean and sanitize guest rooms according to hotel standards:
- Make beds, change bed sheets and pillowcases.
- Clean furniture and room furniture.
- Clean the bathroom and equipment in the bathroom, change towels and add necessary items such as soap, magazines, stationery, hand towels, toilet paper, etc.
- Vacuum inside the room and the hallway area in front of the room.
- Perform guest requests such as emptying ashtrays, re-spreading beds, shoe shine, other package and non-package services
- Clean the corridor area including the area in front of the elevator door.
- Make sure all equipment in the room is in good working order, report any problems to the supervisor and replenish the missing items, prepare the room ready for guests to stay.
- Report and hand over to supervisor or office staff any items left behind.
- Receive guest laundry, check it carefully and return it correctly to the guest room
Check the guest’s room check-out:
- Check the minibar in the room, the usage status of the equipment.
- Provide truthful information to the front desk staff
- Visit the guest's health status when detecting an injury, illness,… in the room, and report it to the supervisor or the receptionist.
- Help guests find keys, lost items.
- Coordinate with other staff and departments in the hotel to handle arising situations such as guests being stolen, fire,
2.2.5 Requirements for the Housekeeping Staff
Housekeeping is one of those departments that plays a role in creating an image for the hotel, so there are many requirements for housekeeping staff [5]
The first and most important requirement for housekeeping staff is to have cleaning skills Employees must know how to clean, neat, and keep every part of the room and hallways clean and shining Housekeeping staff not only know how to arrange and complete their cleaning tasks to the right standards, but also must be knowledgeable about the process, know the techniques to save time and energy Moreover, employees must also know how to use and evaluate detergents, tools,
Housekeeping staff also have to be detailed oriented to be able to complete the job in the best way From organizing various items to cleaning without contaminating other areas, the housekeeping staff are professionals with a keen eye and nimble hands.
The nature of the Housekeeping Department requires employees to be familiar with acronyms in the hotel industry Employees need to know terms like: OC (Occupied), VC (Vacant Clean), VD (Vacant Dirty), DND (Do Not Disturb), OOO (Out of order),… Housekeeping staff need to know and understand the terms and conditions This specialized language to actively work and can explain to guests when necessary
In addition, housekeeping staff need to have the skills to handle emergency situations that happen to customers Sometimes employees will encounter situations in the process of working, employees must take the initiative to directly provide first aid to limit unfortunate things from happening.
Therefore, Housekeeping Staff must be equipped with knowledge and skills in artificial respiration, first aid for people with electric shock, how to reduce fever,…
2.2.5.2 Foreign language and computer proficiency requirements
Housekeeping staff, more or less, still have to communicate in many cases, for example, having to answer questions, ask for help, or have problems arise, For many positions, the required English level is also different For room, laundry, and minibar staff, only basic listening and communication are required However, for key positions such as housekeeping manager and coordinator, a higher and more methodical level of English is required. Because these are the positions that often have to directly welcome important delegations, VIP guests, foreign guests and participate in professional training classes and important meetings.
In addition, computer skills remain an essential skill for housekeeping manager and coordinator Because they are the ones who will directly perform tasks on the computer such as: changing room status, making invoices, making reports, tracking lost items,
Arguably, one of the most important qualities for a housekeeping staff is honesty Sometimes in the process of performing work, employees may make mistakes or have accidents such as: breaking glasses or cups,damaging clothes that guests ask to wash, At this time, employees must admit their mistake and make sure the same mistake doesn't happen again.
In addition, honesty also limits incidents of theft in hotel rooms or other accommodation facilities.
Make sure the housekeeping staff are the ones who have to do the manual work They will spend most of their time and energy cleaning, mopping, and polishing Being able to work hard and persevere will help them always be motivated to maintain the quality of work, ensuring a neat and professional working environment
Moreover, the housekeeping staff are very careful and detailed people If working carelessly, housekeeping staff may accidentally break furniture, equipment or other valuables in the accommodation room On the contrary, a careful and detailed housekeeping staff will handle everything with gentleness and care as if the objects were theirs.
CASE DESCRIPTION
An Overview of Belle Maison Parosand Danang Hotel
Hotel name: BELLE MAISON PAROSAND DANANG HOTEL
Rating standard: 4-star standard hotel
Type of ownership: Cuc Phuong Joint Stock Company
Address: 216 Vo Nguyen Giap Street, Phuoc My Ward, Son Tra District,
Belle Maison Parosand Danang Hotel is one of the 4-star hotels in Da Nang, with a scale of 21 floors including 138 rooms and apartments Located on the favorable road of Vo Nguyen Giap - the main tourist road of Da Nang In addition, the position of Belle Maison Parosand Da Nang is also located right at My Khe beach, one of the beaches dubbed the "most attractive planet" Inspired by the waves and fine sand along with the change of light, the hotel has an extremely impressive appearance and style.
Belle Maison Parosand Danang Hotel was built by the investor of Cuc Phuong Joint Stock Company - operating since 1999 The hotel has been managed by H&K Hospitality Group - operating since 2008, which has been one of the fastest and most sustainable growing hotel management companies in Vietnam.
Moreover, Belle Maison Parosand Da Nang has a chain of cafes, bars and restaurants There is also an infinity pool system, library, conference room, spa meet all the needs of customers.
It has only been operating for more than 2 years, but Belle Maison Parosand Danang Hotel has tried to improve service quality, attract customers to the hotel, become a reliable destination for domestic and international guests In particular, Sky View of the hotel has been maintaining the best restaurant position in Da Nang on TripAdvisor tourism application.
The Organizational Structure and Functions of departments at the Belle
3.2.1 The Organizational Structure of departments at Belle Maison Parosand Danang Hotel
Figure 1: The Organizational Structure of Belle Maison Parosand Danang Hotel
3.2.2 The Functions of departments at Belle Maison Parosand Danang Hotel
Each department has specific functions and tasks The general purpose is to meet and satisfy the needs of customers about the hotel's services, bring revenue to the hotel, retain loyal customers and attract new customers to the hotel The following are the functions of each department in the hotel:
Manage and operate the hotel, responsible for the success or failure of the hotel's business
Communicate and create relationships with customers, suppliers and partners. This department is likened to the face of the hotel They are the bridge between customers and hotel services, between departments in the hotel This is also an effective assistant of management in consulting and giving suggestions on the situation of the hotel, the needs of the market, the tastes of customers, future trends, from which the General Manager make changes and plans to bring the highest business efficiency to the hotel
Provide the main products and services at the hotel, bring the highest revenue source in the total revenue of the hotel This department is responsible for the rest and stay of customers at the hotel They also work closely with the front desk department in selling and providing room service
Perform work related to food at the hotel This division brings the highest revenue for the hotel after the room division
Provide services to meet the diverse requirements of guests during their stay at the hotel such as swimming pool, sauna, massage, bicycle rental, sauna, help guests relax, entertain when guests need
Manage and recruit personnel; organization and arrangement of staff; promulgate institutions and regulations; monotor and evaluate employees from other departments and train employees
Manage and monitor technical systems and equipment in guests, ensure good operation, no problems, malfunctions during operation
Decide on financial strategies; find capital for the hotel; monitor, manage and report data, revenues and expenditures, debts,
Search for customers, expand the market, attract potential customers for the hotel. They also make statistics, analyze and evaluate the business performance of the hotel; survey customers to give suggestions to superiors in service innovation and upgrading
Ensure the safety of customers, property of the hotel and customers; be responsible for security in the hotel and always be ready when there is an incident; assist the front desk in guiding and transporting guests' luggage in and out of the hotel; assist other departments in completing tasks.
Provide delicious food for diners as well as staff This department is considered the "soul" or "heart" of the hotel, act as the property's brand ambassador.
Management of information technology in the hotel This department is responsible for managing and operating computer systems, LAN, Internet, Wifi,and peripheral devices They also assist staff and guests with information technology issues.
The Organization of Housekeeping Department at Belle Maison Parosand
3.3.1 Introduction about the Housekeeping Department
For each hotel, if the luxurious, neat and clean rooms are the "face" of pride, the housekeeping staff are the silent heroes that contribute to that success Today, with the increasingly strict requirements for the quality of customer's accommodation services, the important role of Housekeeping Department is increasingly recognized [6]
3.3.2 The Organizational Structure of Housekeeping Department at Belle Maison Parosand Danang Hotel
Figure 2: The Organizational Structure of Housekeeping Department at Belle
- Set out working regulations for employees in the department
- Direct the activities of the department
- Handle customer complaints and requests
- Recruit staff for the department
- Organize training and refresher courses for employees
- Propose solutions to make the department's operation more efficient
- Organize meetings to disseminate the new policy and organize work in the department
- Maintain and arrange neat and clean living room areas, corridor areas, emergency exits, warehouses
- Check and report possible problems in the area about damage or difference in guest rooms according to hotel standards
- Be responsible for planning cleaning, guiding, supporting and supervising room staff
- Control costs related to property and hotel finances
- Clean and arrange hotel rooms neatly according to standards to be ready to welcome guests to stay
- Ensure all rooms are taken care of and checked
- Make sure the toilet is clean and has all the necessary items
- Notify the manager if detecting equipment and items in the room that need repair
- Handle complaints and reasonable requests of guests with professionalism and patience
- Check consumables and replace as appropriate
- Check the condition of napkins, tablecloths, towels, in the hotel
- Receive customer's laundry and staff's uniform
- Wash clothes in accordance with hotel standards
- Return items to the correct place
- Perform cleaning and sanitizing tools in the laundry room
- Use and protect the washing machine properly, immediately report to the relevant department when there is a problem with the machine
- Control the entry of goods into the warehouse, accurately counting drinks and snacks
- Report quantity, type and expiry date of items periodically
- Provide and fully replenish drinks and snacks in room categories; ensure the quantity and type according to the hotel's standards
- Make additional requests to the guest room when the supervisor or coordinator of the department informs
- Check the check out room minibar according to the order list provided. Accurately record in the invoice the types of food and drinks used before transferring to the cashier, the receptionist calculates the cost of the guest
- Report events occurring during the shift to supervisor or manager
- Assist other employees with other tasks as needed
- Put a warning sign for visitors and staff to be more careful when going through the area that has just been cleaned
- Fulfill guest requests so that guests do not have to complain about hygiene issues
- Report back to the relevant departments if the customer's forgotten items are detected
- Maintain and preserve tools and equipment
- Ensure efficient and economical use of electricity, water and chemicals.
- Perform work, timekeeping, scheduling for employees
- Receive all calls to the department and provide necessary information as required
- Control assets and goods of the department
- Summarize service bills of guests and send them to the front desk
- Manage equipment in the room office, regularly clean
- Perform other duties as requested by housekeeping manager.
The Facilities of Housekeeping Department at Belle Maison Parosand
Numerical order Name of equipment Quantity
Table 1: The Facilities of Housekeeping Department at Belle Maison Parosand
First, the Housekeeping Department’s office is located to the left of the staff entrance on the B floor The space is just enough for the housekeeping manager and coordinator to work, but a bit cramped to hold meetings before and after the shift Facilities and equipment in the room office include: 03 computers, 01 printer, 02 whiteboards, 01 key cabinet, 14 floor keys, 5 master keys, 12 warehouse keys, 01 landline phone for manager and the coordinator receives calls from other departments In addition, the department also equips each group of housekeeping staff with facilities and equipment such as: 06 mobile phones, 03 trolleys, 06 brooms, 08 mops, 30 towels of all kinds, 03 water buckets, 04 glass cleaners, 01 vacuum cleaner In the laundry area, the department is also equipped with 02 washing machines, 01 dryer and washing water, conditioner, and bleach for the laundry process
Tools and equipment are well stocked to provide the best working environment for staff to do tasks precisely and efficiently However, the facilities and tools are old, many of the equipment has deteriorated The hotel needs to provide new facilities, equipment and utensils to make the cleaning work more convenient and effective Moreover, it is advisable to expand the housekeeping’s office so that employees have a spacious and airy space to work better.
Labor Structure of Housekeeping Department at Belle Maison Parosand
Housekeeping staff typically do not have formal qualifications, although those with an education may have the opportunity to advance to supervisory or management positions When being hired, housekeepers often go through a training process. Training typically includes periods of time spent in the role, followed by periods of watching another housekeeping staff to observe basic steps Evening and weekend readiness and the ability to complete certain tasks and quality requirements may be common requirements for working in lodging facilities and services.
Table 2: Labor Structure of Housekeeping Department at Belle Maison Parosand
In terms of professional qualifications, housekeeping staff are generally trained. Labor with a university degree accounted for 55% of the labor force, the remaining workers from colleges and intermediate institutions accounted for 45% Only a few are trained from other majors, while the majority graduated from the right major As a result, the workforce is highly qualified and quickly adapts to the job without the need for a long probationary period
Belle Maison Parosand Danang Hotel is a 4-star hotel, the target audience is mainly tourists from other countries Therefore, all staff are fluent in English, including housekeeping staff In which, the majority of employees have A1 level of English, 8 employees account for 40% In addition, 5 employees have A2 English level, 3 staff have B1 English level, 3 staff have B2 English level and 1 staff have C1 English level.
Women make up the majority of the room force (70%) This is completely reasonable because the Housekeeping Department requires meticulous and detailed work About the proportion of men accounting for 30%, it is enough to divide the watch to perform tasks in the night shift In terms of age, the majority of employees are between the ages of 25 and 30, accounting for 55% of the young,vibrant and creative workforce However, they do not have much professional experience Workers over the age of 30 make up 15% of the workforce, with the majority of them being department heads or floor supervisors with longstanding expertise in the hospitality industry.
ANALYSIS AND EVALUATION
Analysis
4.1.1 Analysis of business situation of Belle Maison Parosand Danang Hotel in the 2020 - 2022 period
Table 3 The business situation of Belle Maison Parosand Danang Hotel in the
( Source: Accounting Department at Belle Maison Parosand Danang Hotel )
- Regarding Revenue: In 2020, total revenue is 7.655.500.000 VND, in 2021 is 3.255.000.000 VND, in 2022 is 16.135.500.000 VND Compared to 2020, revenue in 2021 decreased by – 42.5% 2021 has a large revenue gap because of the impact of the Covid-19 pandemic From March to the end of 2020, Vietnam is closed to foreign tourists, the tourism industry encounters problems never seen before In
2021, the evolution of the Covid-19 pandemic becomes more and more complicated, the indicators of Vietnam's tourism continue to decrease deeply compared to 2020 and can be said to be "bottoming out" Tourists are mainly foreign technical workers working in projects in Vietnam In addition, domestic tourists are also very few because they are constantly interrupted by social distancing measures during the outbreak However, in 2022, revenue has increased by 495.7% compared to 2021 This is the time when the epidemic has been pushed back, and it is also the time for the tourism industry to recover its position In particular, Belle Maison Parosand
Danang Hotel has made good use of the opportunity to overcome difficulties quickly.
- Regarding Expense: In 2020 the total expense is 3.267.000.000 VND, in 2021 the total expense is 1.577.400.000 VND and in 2022 the total expense is 10.789.600.000 VND Through the data table, due to the heavy impact of the Covid-19 pandemic, the expense in 2021 has decreased by – 48.3% compared to
2020 However, the expense in 2022 has increased by 684.0% compared to the previous year This shows that the company has increased investment in the hotel segment after the Covid-19 pandemic, so revenue also increased slightly.
- Regarding Profit: The profit of the hotel in 2020 is 4.388.500.000 VND, in
2021 is 1.677.600.000 VND and in 2022 is 5.345.600.000 VND In 2021, profit has decreased by - 38.2% compared to 2020, and in 2022 profit has increased by 318.6% compared to 2021 Since both revenue and expense increased, the increase in profit was undisputed What the hotel needs to do now is to maintain the current state and enhance the spirit of development of the hotel.
4.1.2 The number of guests at Belle Maison Parosand Danang Hotel in the
Table 4 The number of guests at Belle Maison Parosand Danang Hotel in the
The number of guests coming to Belle Maison Parosand Danang hotel is shown in the table above The number of guests to the hotel in 2020 is 3.374 guests In that year, the total number of international visitors was 911 and domestic visitors was 2.463
In 2021, the hotel welcomes 1.261 guests, a decrease of 2.113 guests compared to the previous year, with 796 domestic guests and 465 international guests Due to the impact of the global Covid-19 pandemic, the relatively high rate of decline has affected many tourists to hotels in Da Nang, including Belle Maison Parosand Danang Hotel
However, in 2022, the Covid-19 pandemic has been reversed, the hotel has welcomed an extremely large number of guests, double that of 2020 with the number of 6.642 guests In which, there are 4.379 domestic tourists and 2.263 international visitors In this year, the domestic tourism market is bustling thanks to reasonable costs, diverse products, and high level of disease safety Moreover, tourists are constrained after long days of separation, choosing domestic travel is the optimal solution
In order to continue to maintain this number, it is necessary to gradually remove the "grains" that hinder the reception of guests, and at the same time, it is necessary to have a clear plan from product development, marketing to overall policies Overcoming difficulties, taking advantage of opportunities, developing international tourism and domestic tourism at the same time will contribute to creating a driving force for the development and improving competitiveness ofBelle Maison Parosand Danang Hotel.
Evaluation
4.2.1 Evaluation on the Housekeeping Department’s Staff
4.2.1.1 Evaluation on the foreign language Proficiency of Staff
Table 5 Evaluation on the foreign language proficiency of staff
Most of the staff of the Housekeeping Department can communicate in English from public staff to room staff Some people need to learn through school, some people know basic communication thanks to long-term training and working experience However, most of the staff does not have a second foreign language, and no one can communicate in Korean, Chinese and even basic Japanese So this has become a huge limitation for the hotel as the hotel recently welcomed a lot of customers from these Asian countries.
4.2.1.2 Evaluation on the Attitude and Uniform of the Housekeeping Department
Very Satified Satified Normal Disatified Very
Table 6 Evaluation on the attitude and uniform of the Housekeeping Department
Because the Housekeeping Department is the part that meets the accommodation area for customers, everything related to this department is also very important. The housekeeping staff must be active, in good health, and enthusiastic in their work Staff at the Housekeeping Department are well-trained, so most customers are satisfied with the staff's attitude In which, 34 customers voted “very satisfied”,
51 customers voted “satisfied” and 15 customers voted “normal” In addition, 39 guests voted “very satisfied”, 42 guests voted “satisfied” and 19 voted “normal” about the uniform of the Housekeeping Department In general, the color of this department's outfit is quite subtle, it has a very gentle and easy-to-see blue color Designed in a simple way, it conveys a sense of ease, consideration, and courtesy.
4.2.2 Evaluation General Evaluation about the Service Quality of Housekeeping Department at Belle Maison Parosand Danang Hotel
- All of the housekeeping staff are welcoming and hospitable, making guests feel comfortable during their stay
- Most of the housekeeping staff are young and in good health, so they are very active, flexible and enthusiastic in their work
- Staff always meet the needs of guests, all complaints of guests are handled skillfully and quickly
- The floor supervisors and housekeeping manager always have a thorough inspection of the rooms after the staff cleans them, promptly correct the deficiencies, ensure that the rooms are in a clean and ready condition before guests arrive at the hotel
- The special thing is that the staff always work with a high sense of responsibility, honesty and hospitality That's why the Housekeeping Department often receives compliments from customers
- Technical equipment of the Housekeeping Department is regularly checked by technical staff and promptly corrected when requested by housekeeping staff
- Staff check and clean facilities daily
- The department is fully equipped with computers, printers, washing machines, dryers, telephones, keys of all kinds, and the staff's tools such as brooms, vacuum cleaners, trolleys,…
- Staff can communicate effectively in English but the ability to communicate in second language is limited, no one can communicate in Chinese, Korean and Japanese
- Room staff only focus on making beds and cleaning bathrooms, but ignore equipment such as televisions, safes, air conditioners, clocks and lights in the room This makes it difficult for technicians to handle quickly to have a room ready to receive guests
- Staff often talk or work privately during working hours They sometimes are still not active at work, not working with high self-discipline, causing supervisors and department heads to remind them many times.
- Some equipment in the process of working has been damaged due to high frequency of use but has not been repaired For example, room staff's trolleys, these have been used for many years, so when pushed, they make a very annoying creaking sound, affecting the guest's stay
- Towels for cleaning in the bathroom are used inappropriately by the staff: a common washcloth for the sink, bathtub and toilet This is unhygienic, spreading bacteria to different areas.
DIFFICULTIES AND SOLUTIONS
Difficulties
- Most of the staff are young and dynamic, but their expertise and knowledge are ignored
- Most of the staff can only speak one foreign language, making it difficult to communicate with international guests In addition, some staff do not understand or misinterpret the guest's intentions, and they have to ask for help from other staff, making customers impatient and uncomfortable
- Staff are not really serious in the workplace, they are not always active and self-disciplined
- On days when the guests are crowded and the number of rooms to do is high, the staff often do sketchy work
- During the time to check the check-out rooms, staff often receive information slowly, causing guests to wait in the lobby for too long.
Solutions
- Mobile phones should be serviced or replaced Because after using it for too long, the phone shows signs of jerking, faulting,… causing staff to receive information slowly, affecting the working process of the department
- Other tools such as trolleys also need to be regularly maintained or replaced, when there is a problem, a technician is required to repair quickly to ensure the smooth working process of staff
- The housekeeping department's office needs to be expanded to be more spacious With the room area is too small, at the end of the shift, the staff hands over the lost items of the guests, the office looks very cramped and messy In addition, the department head had to choose a room without guests to hold the meeting because the office was too small, causing many inconveniences. o Professional qualifications
Knowledge and expertise are the most important keys that any staff should have If a staff does not have general and specialized knowledge, it is very difficult to do the assigned job well Therefore, the department must also regularly organize training sessions for them This creates conditions for department heads as well as supervisors to understand how staff work for easy reminders and corrections. o Working attitude
- Through investigation, I found that the professionalism of the housekeeping staff has not been appreciated Therefore, the hotel needs to provide standard working policies for housekeeping staff to research In addition, the hotel needs to open short courses on the professional working style that a housekeeping staff needs in a working environment at a 4-star hotel
- Supervisors and department head should closely monitor the working process of staff Avoid the case that the staff works sketchy, roughly. o Other solutions
- The housekeeping process of the room staff is an extremely important process, so it is necessary to work at full capacity, continuously throughout the working shift Therefore, management needs to allocate reasonable time and staff must support each other throughout the working process.
- The manager needs to add more staff to check the check-out room, make sure to report back to the front desk within the specified time, do not let guests wait in the lobby for too long
- Besides, the hotel needs to organize many emulation and exchange activities between departments Thanks to these activities, employees can connect with each other and unite at work.
CONCLUSIONS AND SUGGESTIONS
Conclusions
Belle Maison Parosand Danang Hotel is increasingly showing its position, preparing itself for a firm foothold in the current hotel business With the scale of a 4-star hotel of global standard, the hotel has to make even more efforts to improve service quality, especially the Housekeeping Department, to promote its full potential, take advantage of opportunities and cope with difficulties and challenges I chose the topic “An Investigation into the Reality and Some Solutions for Improving the Housekeeping Department's Service Quality at Belle Maison Parosand Danang Hotel” as my graduation topic because of its relevance and significance of improving service quality Through research and internship at Belle Maison Parosand Danang Hotel, I have come up with some problems when researching this hotel Based on that, the thesis has achieved the following specific results:
- Having an overview of the hotel, hotel business situation, Housekeeping Department, service quality of Housekeeping Department at Belle Maison Parosand Danang Hotel
- Giving an introduction about Belle Maison Parosand Danang Hotel and the hotel's business performance in recent years From there, it is possible to evaluate how the hotel's Housekeeping Department is doing in terms of service quality
- Providing the results of customer surveys and data from the Housekeeping Department, from which it is possible to evaluate to come up with some solutions to improve service quality at the Housekeeping Department at Belle Maison Parosand Danang Hotel
Due to limited capacity and short research internship time at the hotel, the article will inevitably have shortcomings I look forward to receiving suggestions from teachers to improve the article I would also like to thank all the teachers atDuy Tan University, especially Ms Huong, who wholeheartedly guided me to complete this thesis.
Suggestions
6.2.1 Suggestions for Faculty of English
Faculty of English in general and lecturers of Duy Tan University in particular have created many opportunities and good conditions for students during their study and internship journey However, I would like to add some ideas and hope that they will be useful to future generations of students and the future workforce
- Associating with many more travel companies, restaurants and hotels across the country so that students have many internship opportunities whether far or near
- Balancing and enhancing practical subjects, practical experience for students to accumulate experience and skills
- Establishing international clubs for students to connect and interact with other students around the world
- Linking and organizing exchange programs with universities in the city to create connections and improve skills.
Belle Maison Parosand Danang Hotel is an ideal company for me to practice and learn because of its professionalism, dynamic and creative environment,enthusiastic and attentive staff However, the hotel has some limitations, so I would like to provide a few ideas in the hope that they might be of value to the company
- During the recruitment process, managers need to clearly state specific standards on professional knowledge, competence, and foreign languages
- The hotel should organize training sessions for employees to improve job skills
- The investment in hotel equipment is also very important As a result, hotels must regularly check, repair, and replace equipment with new ones in order to provide the best possible service to guests to make a lasting impact on them
- The hotel may have more customer appreciation programs to advertise and attract customers
- Regarding hotel prices, during the tourist season, it is necessary to develop a flexible and preferential price strategy to attract guests to the hotel
- Always communicate directly with customers to absorb and solve the negative aspects and promote the positive aspects
- Regularly organize team-building events to connect all departments in the hotel together and improve skills for all employees.
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[3] Hotelier Tanji (2018) Classification of Hotel – The Only Guide you Need to
Read Hospitality School https://www.hospitality-school.com/hotel-classification- type
[4] Cơ sở lý luận về du lịch và môi trường (2013, May 1) TaiLieu. https://m.tailieu.vn/doc/co-so-ly-luan-ve-du-lich-va-moi-truong-1437926.html
[5] Ms.Smile (2017, February 22) 5 yêu cầu đối với nhân viên buồng phòng khách sạn Hoteljob https://www.hoteljob.vn/tin-tuc/5-yeu-cau-doi-voi-nhan-vien- buong-phong-khach-san
[6] Housekeeping - Definition, Role, Responsibilities and Layout (2023, April 4). Setupmyhotel.https://setupmyhotel.com/train-my-hotel-staff/hk/housekeeping.html
[7] Cao Nguyên (2022, March 11) Du lịch Việt Nam: Tiếp tục "sứ mệnh" trở thành ngành kinh tế mũi nhọn Tạp chí Tuyên Giáo https://tuyengiao.vn/van-hoa-xa-hoi/ van-hoa/du-lich-viet-nam-tiep-tuc-su-menh-tro-thanh-nganh-kinh-te-mui-nhon- 138089
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1 Please give me some of your information
2 Please respond to the following questions by placing a checkmark (√) in the answer box that corresponds to your responds.
Satisfied Sastisfied Normal Unsatisfied Very
1 Were you satisfied with the cleaning time before guests check-in?
2 Were you satisfied with the time to check the check- out room?
3 Were you satisfied with the housekeepings’ attitude?
4 Were you satisfied with the housekeepings’ uniform?
5 Were you satisfied with the foreign language proficiency of the housekeeping staff?
6 Were you satisfied with the facilities of the housekeeping department?