503.2 Solutions to improve customer satisfaction at Caravelle Hotel after theCovid-19 pandemic ...513.2.1 Upgrading and renovating facilities ...513.2.2 Increase the amount of accommodat
THEORETICAL BASIS
The concept of hotels and types of accommodation other than hotels
The word “hotel” can be understood in many different ways:
● A hotel is a type of business, having business registration in accordance with the law for the purpose of making a profit.
● A hotel is an accommodation business, with full facilities, to meet the requirements of rest, dining, entertainment, entertainment and many other services during the guest's stay at the hotel.
● The hotel is a solid architectural work, with many bedrooms, many floors, equipped with specialized equipment and furniture for the purpose of providing accommodation services along with many other additional services.
Regardless of the definition, it is clear that a hotel is also a business establishment providing comfortable accommodation services, serving guests - meeting the needs of relaxation and enjoyment of guests and bringing in revenue for guests business and work, input for workers.
1.1.2 Some types of accommodation other than hotels
There are many types of accommodation other than hotels, including:
● Hostel: A type of accommodation similar to a hotel but on a smaller scale. Usually rented by the hour or night and don't have as many amenities as hotels Or
A place to stay for young travelers or those on a tight budget Dormitory rooms are often shared with many people and the rent is very cheap.
● Homestay: This is a common type of accommodation in tourist destinations, you will stay at the home of a local host This allows you to experience the local culture and lifestyle as well as enjoy the local food.
● Resort: A large-scale resort, with many different types of rooms and many entertainment activities and high-class services Usually built in coastal or mountainous areas.
● Airbnb: A service that provides short-term accommodation to tourists,allowing customers to rent houses or rooms from owners This helps visitors save costs, while providing a real cultural experience when living in a homestay.
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In addition, self-sufficient camping services or renting tents are also very popular with young people today.
Classification of hotel
1.2.1 Based on scale of hotel
Small hotels: Mini hotels have a scale of 10 to 49 bedrooms, most of which only provide accommodation services for guests, while other services do not serve. This type of hotel has low accommodation rates.
Medium-sized hotels: with sizes from 50 rooms to 100 rooms, providing most of the services for guests such as accommodation, meals, some ancillary services. This type of hotel is usually built in tourist spots, in towns, townships and some in resorts This type of hotel usually has a mid-range price.
Large hotels: usually have 100 or more bedrooms, provide a full range of services for guests, are often equipped with modern and civilized equipment and often build high-rise buildings, this type is usually priced for high room rent.
This type of hotel is built in the center of big cities, densely populated urban areas The object of service of this hotel is guests on business trips, attending conferences, seminars and businessmen , athletes and sports fans, guests visiting relatives These hotels are often large-scale and high-rise, equipped with synchronous, luxurious and modern equipment, often ranked high In our country, these hotels are concentrated in Hanoi city and Ho Chi Minh City.
Resort hotels are usually built in places of natural resources such as seas, islands, and mountains Architecture and construction of low-rise villas Guests who come to these hotels to relax, scientists study the ecological environment These hotels are quite synchronously equipped with luxurious service facilities, providing synchronous services for guests In our country, resort hotels are usually concentrated in Ha Long Bay, Cat Ba, Do Son - Hai Phong, Da Nang, Nha Trang, Mui Ne - Binh Thuan, Tam Dao - Vinh Phuc, Sa Pa - Lao Cai, Da Lat – Lam Dong, etc…
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Urban hotels are built on the periphery of the city or in urban centers The object of service of this type of guest is usually weekend guests, business guests, guests visiting relatives Types of guests with average spending ability Therefore, the level of equipment and facilities of this hotel is adequate and the luxury is at an average level, and the service provision is also at an average level of quality.
This type of hotel is built on the side of roads, highways and highways to serve guests traveling on national highways using automobiles such as motels This type of hotel mainly provides accommodation services accommodation, catering services and transportation services such as repair and fuel supply.
This hotel is built in the airport, the port, the border gate area This hotel's customers are businessmen, passengers of international airlines and international ships that stop in transit at airports and seaports due to forced schedules or unexpected reasons.
1.2.3 Based on the quality of service delivery
According to this classification criterion, the hotel system is divided into 3 types:
● Low-rated hotel (Budget), (Economy hotel)
1.2.4 Based on the form of ownership
Based on the 2005 Enterprise Law, hotels classified by ownership form include the following types:
● The hotel was established under a limited company
1.2.5 Based on the target market
According to this classification, the most popular hotel types include:
According to this classification criterion, hotels are classified into the following categories:
Hotel Rating
Hotel reviews have many different purposes, including:
● Provide information to customers: Hotel reviews help customers gain more information about the quality of the hotel, thereby helping them make an informed decision when choosing a hotel that suits their needs and preferences.
● Enhance competition between hotels: Hotel reviews help hotels compete with each other, creating an incentive to improve service quality to attract more customers.
● Price adjustment: Hotel reviews help hotels adjust their prices to the quality of their services If the hotel is highly rated, the price may be higher than other hotels to match the service quality of that hotel.
● Improve hotel reputation: Hotel reviews help hotels build a reputation in the market Highly rated hotels will have more customers, revenue will increase and the hotel can grow and expand in the future.
● Supporting the hotel in operational management: The hotel evaluation also helps the hotel have a more comprehensive view of its operations and from there can offer solutions to improve service quality, manage costs, increase operational efficiency and increase revenue.
1.3.2 How to rank hotels in our country
In Vietnam, there are many organizations, agencies, and hotel rating and rating websites These organizations often use common criteria to evaluate the quality of hotels, including:
● Standards of the Ministry of Tourism and other regulatory agencies: The Ministry of Tourism of Vietnam is implementing a program to rank hotels nationwide based on international standards Other regulatory bodies have similar standards for evaluating the quality of hotels.
● Reviews of hotel rating organizations: Organizations such as Tripadvisor, Agoda, Booking.com, Hotels.com, all have hotel rating systems in Vietnam, based on international standards and customer reviews.
● Reviews of travel magazines, newspapers, and blogs: Travel magazines, newspapers, and blogs also often feature hotel reviews based on actual experiences of journalists, bloggers, or customers .
The criteria for evaluating the quality of hotels in Vietnam include factors such as:
● Design style and room equipment
● Safety, security and hygiene standards
● Feedback and reviews from previous customers
Depending on the evaluation standards of each different organization, agency,and website, there will be different weighting coefficients to evaluate the quality of the hotel.
Hotel business concept
1.4.1 The concept of accommodation service business
Business in accommodation services is understood as business in accommodation establishments according to the provisions of the Law on Tourism and other forms of accommodation rental services (hourly and overnight stays) operating on the mainland or on the mainland boats for tourist accommodation In other words, the accommodation service business is the provision of services to serve the accommodation needs of short-term and long-term tourists along with other services such as dining, entertainment, health for establishments that provide long-term accommodation facilities such as monthly or annual apartment rentals, they do not belong to the industry that this article deals with but are classified in the Real Estate business.
Accommodation business is the business of providing bedroom rental services of a tourist accommodation establishment In another sense, tourist accommodation business is understood as the business activities of tourist accommodation establishments in providing accommodation, food and other services to satisfy the needs of temporary stay of tourists in a province, a region or a country that develops tourism.
Specific conditions for types of accommodation services:
● For hotels and tourist villages, they must meet the minimum requirements for construction, equipment, services, professional qualifications and foreign languages of the managers and service staff according to the respective rating standards for hotels and tourist villages for each category, class;
● For tourist villas and tourist apartments, the minimum requirements for equipment and service levels according to the respective rating standards for each type or class must be met;
● For tourist campsites, tourist inns, houses with rooms for tourists to rent, and other tourist accommodation establishments, the equipment must be at least up to the standards of tourist accommodation business.
Features of the accommodation business:
The accommodation business includes the business of two main types of services: accommodation services and additional services These services do not exist in physical form and are provided to customers, in which the largest proportion is still tourists.
In the process of “producing” and selling services, the accommodation business does not create new products nor does it create new value.
The operation of the accommodation facilities through the use of hotel facilities and the service of the staff has helped to gradually transfer value from physical to monetary form in the form of "discounts".
Therefore, the accommodation business is not in the field of material production, but in the field of service business.
Food service is a form of providing services according to the needs of customers in restaurants, hotels This is a wedding party, conference party, event or team building organization Catering is not just about delivering food and implementing the decoration process, consulting the menu list, setting the table or staging sound and light.
● Serving “in-house”:This is the service process in restaurants and hotels. According to the needs of customers with the restaurant, the hotel has separate spaces separate from the business area.
● Outdoor food service:Outdoor party service at the request of customers. Compared to on-site food service, this form will be subject to more challenges and pressures when preparing food, packing and transporting it to the place of service, and cleaning up after eating.
Complementary services are services that restaurants and hotels add with the purpose of providing customers with necessary needs These needs are not mandatory like basic services However, these services must be present in the service business.
The essence of the supplementary service is to add value to the basic service. From there, creating favorable conditions for customers to use basic services. Ancillary services must be synchronously correlated with the underlying service. Role of additional services:
As people's living standards improve, the demand for entertainment and enjoyment also increases Your customers don't just come to the hotel for the purpose of relaxation They also have a need to experience other entertainment services Therefore, additional services are born to satisfy those needs Additional services of restaurants and hotels help customers improve their health Not only that, it also provides customers with beauty care services Meeting the needs of entertainment, updating information, buying and selling products
Additional services are indispensable utilities in restaurants and hotels. Normally, customers go to work, exercise and entertainment activities will be interrupted In order not to interrupt that activity, additional services were born to meet the needs of customers.
The normal tourist season will be seasonal This is also the time when restaurants and hotels make the most profit to compensate for the off-season period. Restaurant revenue is mainly based on this moment If the additional service attracts a potential customer, the probability of the customer returning will be higher.
The additional services that a quality hotel provides to meet the needs of customers is one of the big pluses that determine the choice of customers Since then, the competitiveness of this hotel has been enhanced compared to other hotels.
Characteristics, functions and roles of the hotel business
The most important market segment of the hotel is the tourist, so the hotel business can only be successfully conducted where tourism resources are available. The value and attractiveness of tourism resources also determine the ranking of the hotel Therefore, when investing in hotel business, it is necessary to carefully study the parameters of tourism resources as well as target customer groups and potential customers who are attracted to the tourist destination From there determine the hotel's technical indicators when investing in construction and designing accordingly At the same time, architectural planning, technical facilities of hotels at tourist destinations also enhance or break the value of tourism resources.
Stemming from the requirements for the quality of hotel products, the hotel's technical facilities are also of high quality The luxury of the equipment inside is the reason that pushes the initial investment cost of the hotel project up There are also a number of other factors such as the initial cost of hotel infrastructure, the huge cost of land for the hotel project.
Hotel products are mainly service-based and this service can only be performed by hotel staff On the other hand, hotel workers are highly specialized Labor time is dependent on the time consumed by customers, usually 24/24 hours a day. Therefore, it is necessary to use a large number of direct service workers in the hotel This poses a difficult problem for hotel managers in balancing the relatively high direct labor costs with the hotel's service quality, in addition to difficulties in recruiting use and allocation of human resources.
The hotel business is governed by a number of laws such as natural laws, socio- economic laws, and human psychological laws For example, the dependence on tourism resources, with the cyclical fluctuations of weather, climate creates changes according to certain laws in the value and attractiveness of the resource to tourists. calendar, thereby causing a color change in the hotel business, especially hotels in sea or mountain tourist destinations Regardless of the influence of the law, there are both positive and negative effects in business.
● For a successful hotel business, perfect, synchronous, civilized and modern facilities, equipment and facilities are indispensable The development of tourism depends directly on the development of the hotel business First of all, the technical facilities:
● Developing the hotel system reflects the development - society in the locality. And reflect local and national tourism development
● Hotel revenue accounts for a significant proportion of total tourism revenue.
At the "Hotel Investment and Business Conference in Vietnam" pointed out that the hotel and accommodation industry accounts for 70% of tourism revenue.
● The hotel's technical facilities also represent tourism To attract guests and develop the customer market requires the hotel to have modern facilities and amenities Satisfy the leisure needs of visitors.
● Technical: building for the hotel a separate website with full important functions such as: room class, hotel facilities, restaurant services, spa; online booking system.
Nowadays, people's living standards are greatly improved Along with that is the demand for tourism growing at a fast rate Requires the tourism industry to develop at a faster rate than the growth rate of GDP In which, the hotel business system holds an important position The development of the hotel business leads to the development of the demand for materials and equipment To build hotels and raw materials To provide for tourists increased rapidly These inputs are provided by industry, agriculture, transport and commerce That promotes the development of economic sectors and contributes to the growth rate of GDP.
Contributing to exploiting tourism resources and promoting local economic development
The formation and development of the hotel system is mainly in places with natural resources Therefore, developing the hotel business has the effect of exploiting all potentials in the locality And contributing to the development of the local economy Besides, the development of the hotel business will attract a large number of local specialties and handicrafts as well as a large number of workers. That proves that the hotel business holds an important position in promoting socio- economic development in the locality.
Attracting international visitors is one of the strategic goals of tourism development in general and hotel business development in particular International guests staying at the hotel are growing Then foreign currency revenue increases.That means developing the hotel business doing the export on the spot And contribute to the implementation of the country's export strategy The hotel's local export is more efficient than the overseas export Because the export prices of goods and services on the spot follow international prices Meanwhile, exporting locally reduces many costs Such as testing costs, packaging costs, customs fees, transportation costs, storage costs However, in order for the hotel-tourism business to develop further, the state needs to invest in upgrading traffic infrastructure, reducing traffic jams, developing and expanding airports, and opening new airports.
In addition, it is necessary to improve institutions and policies on investment, create mechanisms and preferential conditions to attract investment capital.
Concept of Service and service characteristics
There are different definitions of service But in general, the definitions agree that services are products of labor, do not exist in the form of objects, the process of production and consumption occurs at the same time, to meet the needs of production and consumption Services are economic products that include work in the form of physical labor, management, knowledge, organizational ability and professional skills to serve the needs of production, business or consumption of customers individuals and organizations According to Philip Kotler, “a service is any activity or benefit that can be provided by one entity to another In which the object provided must be intangible and does not lead to any ownership of an object. The production of a service may or may not be tied to a physical product.” In economics Services are understood as things that are similar to goods but are immaterial There are products that favor tangible products and products that are more of a service product, but most of them are products in the middle of goods and services.
The service has the following characteristics:
+ Intangibility: Humans cannot use the senses to perceive the physico- mechanical properties of the service.
+ Heterogeneity: There are few common standards for assessing service quality.+ Inseparability: The service is provided and consumed at the same time.
+ Non-storage and hoarding: This means it can only last as long as it is made available to the customer.
+ Ownership cannot be transferred: When purchasing a service, the customer is only entitled to use the service and enjoy the benefits that the service brings for a certain period of time only.
Tourist concept
Tourist is a person who travels or combines tourism, except in the case of studying or working to receive income in the destination Accordingly, tourists include: domestic tourists, international tourists to Vietnam and tourists going abroad Specifically, these types of tourists are defined as follows:
- Domestic tourists are Vietnamese citizens, foreigners residing in Vietnam traveling within the territory of Vietnam.
- International tourists to Vietnam are foreigners, Vietnamese people residing abroad come to Vietnam for tourism.
- Outbound tourists are Vietnamese citizens and foreigners residing in Vietnam traveling abroad.
The characteristics of tourists each continent will have different characteristics, the following will be the characteristics of tourists of the continents:
Openness, talkativeness, freedom, generosity, joy and sadness are easily expressed in facial expressions They easily adapt to new environments, natural gestures in broad, direct, practical communication The topics of conversation of Europeans are often general issues (sports, travel, art, music ) They avoid talking about personal characteristics, race, income, family , business and trade Having a relatively high level of culture and understanding, most of them can use common languages (French, English, Russian, Latin, etc.)
Christianity is a popular religion in Europe, but religion is not so influential in the lives and activities of Europeans as other ethnic groups in Asia.
Europeans are usually polite, precise, factual, independent in their thinking.Europeans appreciate the form of dress, they like neatness, orderliness, hygiene,especially the issue of food hygiene and safety (in eating and drinking).
Their taste is in favor of fat, meat, seafood and dairy products, they rarely eat vegetables and are not used to eating salted vegetables (with the exception of Russians and some Eastern European countries).
They often drink a lot of alcohol, the most popular ones are Whiskey, Brandy, Wine, Vodka, Cognac, and other beers…Coffee is also a popular drink In general, the eating habits and tastes of the u people have some points such as:
The meals of the day consist of 3 meals: breakfast is usually light snacks such as bread, eggs, butter, cheese, coffee, milk, juice, cold food Lunch is usually cold food as an appetizer after They use main dishes such as: meat, fish, vegetables, fruits, cakes Dinner is usually served with cold food, or soup, the main dishes are meats, seafood, avocado, cheese, and wines …
Because the industrial lifestyle affects people's daily activities, their breakfast and lunch are relatively simple (some people even use fast food) and dinner is often the most important meal of the day Surname In addition, they have the habit of eating and drinking at the same time, the types of wine that are often accompanied by food can also be used with soft drinks, beer, mineral water, and fruit juice in the meal.
How to eat and use eating utensils of the u people: Eating utensils are usually knives, spoons, forks with separate functions, each dish uses a different utensil, most u serve food according to each dish (from starters, main courses, to desserts… after finishing one dish, eat another) Food is placed on a plate, soup is served with a deep plate and spoon, other dishes are placed on a shallow plate, and a knife and fork are used.
European tourists often have a relative understanding of tourism, most of them have travel experience They have relatively high solvency, prefer marine, ecological and cultural tourism They have relatively strict requirements on the quality of tourism products and services.
Asian guests are quite diverse and complex in their national character as well as in communication because there are many cultures, many religions, many different socio-economic conditions In general, Asians have some typical characteristics in common such as:
The importance of etiquette in communication: The etiquette when communicating with Asians is often closely linked with the culture and religion of the community, they consider greetings, proper etiquette as a measure of virtue, and often gestures greetings of Asians are dignified, humble, and lenient; some countries in East Asia, Southeast Asia greet by bowing while in some countries of South Asia, Central Asia, the Middle East, they greet by bowing clasp your hands in front of your chest However, some parts of the population also greet with handshakes, pats, and hugs like Europeans In communication, Asians attach great importance to hierarchy, order, age and social status and often follow the customs of their community.
- Respect for trust: this is a beautiful feature in Eastern culture, religions such as Confucianism, Buddhism, Shintoism, Hinduism, Islam all consider trust to be the most important factor in the relationship between person to person In their relationship, they do not consider the commitment documents (white paper in black ink) like U-Americans, but attach importance to the verbal element of individuals. Asian people are reserved, they are often cautious and reserved in communication Asians have the attribute of often waiting, listening and being cautious, not too hasty, too open-minded In addition, Asians are less likely to go straight to the point, to the content of the story, they often go to the main purpose by way of detour.
- Emphasizing traditional and family factors, community identity is higher than individual identity This is a very characteristic feature of Asians, in which all communication activities, the roles of individuals are often immersed in the social community Asians rarely reveal their individuality, they often act in the name of the collective bodies, communities, often lurking under certain names Depending on each territory and socioeconomic status, Asians have their own characteristics
- East Asia, Southeast Asia (China, Japan, Korea and some ASEAN countries such as Vietnam, Philippines, China, Cambodia, Laos ) are influenced by Buddhism, Confucianism, Confucianism, and Christianity with the ideas: benevolence, good direction, upholding rituals, ethics, and spiritual factors.
- South Asia, Middle East and Muslim countries in life and communication are greatly influenced by religious rituals.
- The taste and way of eating of Asians are as diverse and rich as in religion and national character East Asian countries often eat in a mixed way, including vegetables, meat, broth, rice in general, there are many dishes and in each dish there are many spices, they eat according to the tray and use chopsticks Meanwhile some South Asian countries and some countries follow religion.
Customer satisfaction
Customers will be more satisfied if they can find your products/services when they access the Internet Therefore, you need to create a smooth, convenient access process for customers to more easily reach The simple access process is an effective solution to help businesses conquer customer satisfaction from the first step In addition, businesses need to ensure that the system supports customers via the Internet when they need it This will help customers make better purchasing decisions.
Staff communication skills are the next factor to promote customer satisfaction. Professional consultations or helpful phone conversations are a great way to get customers to appreciate your business better.
Currently, product quality is no longer the "ultimate" factor determining customer satisfaction Customer care service before, during and after the sale has become a new competitive option that many businesses choose.
Each field and industry will have its own specialized terminology These terms are often used to describe the product/service they offer However, if the business uses too much jargon, it will be difficult for customers to connect with your product/service Therefore, the next factor that makes customers satisfied is the closeness and ease of understanding from articles and descriptions of products/services of businesses Therefore, you need to convey the message to the customer in the most specific and simple way.
"First distance, second speed", time is always a precious resource of each of us.
So you can't make the customer spend too much time waiting for your response In the context of digital technology and the impact of the pandemic, the trend of online shopping is increasing Most customers often contact businesses through online platforms Therefore, businesses need to have a 24/7 online consulting team to receive messages or calls from customers as quickly as possible.
The cumbersome procurement process and complicated procedures are a big
"barrier" separating customers from your business For example, the installment service when shopping for your business has to go through many steps such as: calling to relatives, verifying identity, position, income, etc Such a cumbersome shopping process is very cumbersome easy to make customers feel uncomfortable. This is not only time consuming but also adversely affects the customer experience. Building a shopping process that is convenient yet safe for both parties is the best way for you to maintain a good relationship with your customers.
This is a factor that cannot be ignored when it comes to customer satisfaction.
A high-quality product/service always creates "magic" to attract consumers' shopping needs Businesses that provide quality products/services will create long- term and sustainable value This is also the point that makes your business stand out in the market.
Besides product quality, price is also a determining factor in customer satisfaction There will always be 3 prices that customers can choose from: low, mid-range and high-range prices In particular, customers often prioritize products with low and mid-range prices You can price products/services based on the value and features they provide The best way is that you should trade products with many different prices for customers to easily choose A stable and reasonable price is the reason to come back to your store again and again.
Conquer customer satisfaction with promotions and incentives applied by many businesses In a year, businesses can organize from 1 to 5 gratitude and promotion programs to attract customers The scale of campaigns can be large or small depending on the purpose and time of the organization However, customers will certainly appreciate businesses that regularly have attractive incentive programs and promotions.
Crowd psychology always creates a certain impact on customers A business with a strong user community is easier to win customer trust and satisfaction For example, Apple This second largest technology corporation in the world has conquered millions of customers not only because of product quality, but also because of the crowd effect The user community of this corporation is so strong that it makes businesses around the world "tilt in awe".
1.8.2 The relationship between customer satisfaction and business service The relationship between satisfaction to business service is a topic that has been continuously discussed by researchers over the past decades Many studies on customer satisfaction in service industries have been carried out Some authors believe that there is an overlap between service quality and customer satisfaction, so these two concepts can be However, through many studies, service quality and customer satisfaction are two distinguishing concepts Parasuraman et al (1993), argue that between service quality and customer satisfaction There are some differences in customer satisfaction, the main difference being the issue of "cause and effect" And Zeithaml and Bitner (2000) argue that customer satisfaction is affected by many factors such as product quality, service quality, price, situational factors, and personal factors.
Service quality and satisfaction are two different concepts but closely related in service research (Parasuraman et al 1988) Previous studies have shown that service quality is the cause of satisfaction (Cronin and Taylor, 1992; Spreng and Taylor,
1996) The reason is that service quality is related to service delivery, while satisfaction can only be assessed after using the service Customer satisfaction as an outcome, service quality as a cause, satisfaction is predictive and expected; Service quality is an ideal standard Customer satisfaction is a general concept, expressing their satisfaction when consuming a service Meanwhile, service quality only focuses on specific components of the service (Zeithaml & Bitner, 2000) Although there is a relationship between service quality and satisfaction, there are few studies focusing on testing the explanatory level of service quality components for satisfaction, especially for specific service industries (Lassar et al., 2000) Cronin and Taylor tested this relationship and concluded that perceived service quality leads to customer satisfaction Studies have concluded that service quality is an antecedent of satisfaction (Cronin and Taylor, 1992; Spereng, 1996) and a major factor affecting satisfaction (Ruyter, Bloemer, 1997).
In summary, service quality is a factor that greatly affects customer satisfaction.
If a service provider provides customers with quality products that satisfy their needs, that network operator has stepped up First make customers satisfied. Therefore, to improve customer satisfaction, service providers must improve service quality.
In other words, service quality and customer satisfaction are closely related, in which service quality is the first thing that determines customer satisfaction Causal relationship Between these two factors is the key issue in most customer satisfaction studies If the quality is improved but not based on the customer's needs, the customer will never be satisfied with that service Therefore, when using a service, if customers perceive the service as having high quality, they will be satisfied with that service Conversely, if the customer perceives the service to be of low quality, dissatisfaction will appear.
1.8.3 Meaning of improving visitor satisfaction
First of all, tourism products are mainly services and translation quality To create quality tourism services, it is required that the tour operator must find ways to adjust his or her behavior in accordance with the psychological and behavioral characteristics of tourists, to do so Research and evaluate visitor satisfaction. Second, tourists are the central object of tourism activities For the tourism business to achieve good results, it is necessary to study and evaluate visitor satisfaction.Thirdly, the study and assessment of visitor satisfaction will also help local authorities and residents where tourism activities take place, to have a broader,more sympathetic, and more friendly view in order to achieve the most reasonable harmony for the tourism business process.
THE STATUS OF TOURIST SATISFACTION AT
About Caravelle Saigon Hotel
2.1.1 History of establishment and development
The original site of the Caravelle Hotel in French colonial times was the Grand Café de la Terrasse, one of Saigon's first and famous cafes from the late nineteenth century.The current building, which began construction in 1957, was opened on Christmas Eve 1959 The Caravelle Hotel at that time was the tallest and most modern building in Saigon, the price per night was 17 USD; The 8th floor has Jerome with elevator, air conditioning, hot water, telephone For security reasons, glass doors use bulletproof glass With its convenient location in the middle of the city and full facilities, the governments of New Zealand, and Australia once rented an apartment in the building as an embassy Caravelle in wartime was also a gathering place for veteran international journalists because on the 10th floor rooftop could overlook the whole city of Saigon at that time American television outlets CBS and ABC, as well as the New York Times, are based here.
The Caravelle Hotel was also a meeting place for intellectuals and politicians during the First Republic when they drafted a petition calling on President Ngo Dinh Diem to reform politics to expand democracy That document, which was widely published in 1960, had a major impact on Southern politics That group of people later became known collectively as the Caravelle.
With its central location facing Lam Son Square and the Opera House, Caravelle has hosted many celebrities when they came to Vietnam such as President Bill Clinton, actors Brendan Fraser and Michael Caine, fashion designer Pierre Cardin.
Caravelle Saigon Hotel, part of Saigon Tourism Corporation (Saigontourist) has just celebrated its 60th anniversary
Caravelle Hotel has 335 fully equipped rooms, premium rooms, VIP lounge and VIP floors, non-smoking guest floor, disabled room only.
Room system at Caravelle Hotel
About rooms: with a minimum room size of 38.5m2, it is considered quite large and very comfortable Customers have a need for larger rooms than Caravelle is willing to meet.
Caravelle Hotel has 6 restaurants and bars: Nineteen Restaurant, Saigon Saigon Bar, Martini Bar, Pool Bar, Restaurant
The Caravelle conference room can accommodate up to 700 people.
The Opera conference room can accommodate up to 150 people.
11 meeting rooms designed for natural light
Caravelle Saigon Hotel (Caravelle Saigon) is located in Lam Son Square in the heart of District 1 The hotel is about 07km from Tan Son Nhat airport, about 4.3km from Saigon station, about 900m to move to Ben Thanh market.
2.1.3 Organizational structure and functions of each department of Caravelle Hotel
GENERALMANAGER:including director and deputy director
As the head of the hotel, having the highest function of management and administration, has the right to make decisions, cover all activities of the hotel,regularly survey the performance of the departments in the hotel The task regularly coordinates with the deputy director to set goals, set regulations, business strategies,organize hotel management activities, urge service quality inspection, regularly monitor market fluctuations to catch up with market mechanisms The Director is generally responsible for all business activities of the hotel before all officers and employees in the hotel and before the law The director is a person who has a wide understanding of business, responds well to all situations.
Responsible for coordinating with the director in setting regulations for their departments In addition, the deputy directors also have the task of regularly inspecting, urging and directing the departments to perform the assigned work well. Take responsibility for the results of the performance of the work of subordinate employees before the director.
The reception department islikened to the face of the hotel because they are the ones who will directly talk and interact with customers, partners and suppliers It can be said that they are a bridge between customers and hotel services and between hotel departments.
In addition, they are effective assistants of management in advising and commenting on the situation of the hotel, customer tastes, market needs, future trends, etc to help the board of directors firmly grasp the situation of guests, guest sources, information about the guest structure to make changes, Plans to bring absolute business efficiency to the hotel.
Function: perform processes associated with tenants, act as a bridge between guests and guest services inside and outside the hotel.
The reception department is responsible for:
Welcoming, resolving requests of all customers and transferring customer information to relevant departments.
Guide customers to check in and check-out, collect fees if customers have used other products and services in the hotel.
Store guest information on the system.
Regularly report to the management the operational situation.
Support other departments to complete tasks.
-As the highest position of the Reception department, Responsible to the board of directors for the operation of the lobby department.
-Assign labor, arrange shifts, holidays for employees, coordinate, urge inspection and supervision, evaluate the working results of employees in the department, participate in staff selection, professional training for employees.
-Participate in hotel activities, coordinate well with departments to increase revenue Advising the board of directors of the marketing sales department to come up with feasible business strategies and programs Calculate room regulation so that it is reasonable, prepare and welcome important guests and delegations.
-The nature of work is similar to FOM during its shift, but the powers are somewhat more limited, all work needs to go through FOM before implementation. Receptionist
-Receive messages related to serving guests providing information and helping ways, checking and making keys for guests, receiving and arranging rooms reasonably according to guests' requests Check and store incoming and staying information of guests, make pre-registration cards of VIPs and frequent guests, answer guest requests and concerns, report problems and complaints of guests to the deputy head of lobby, Receive alarm requests to transfer to the functional department, sell rooms and introduce services to guests and help when guests check-out.
-Perform bookkeeping work or receive documents transferred to receptionists from other departments, participate in keeping general security in the hotel, check the locked doors, understand the specific procedures of installing hotel equipment and use them only for safety purposes.
-Hand over the done things and results for the day shift to continue to check and process, prepare night shift activity reports and room status statistics every day.
-Prepare the necessary work for the next day's pick-up, maintain close coordination with the hotel departments to support the highest efficiency.
- Store and update records of necessary information about customers such as: Name, age, ID number In addition, it is also necessary to capture and store other information such as birthdays and anniversaries or a memorable memory of the customer during the stay.
-Guide guests to the room after check-in, introduce hotel facilities and hotel services to guests on the way to take guests to their rooms.
-Check with the reception shift manager about the availability of the day, quickly fulfill requests for guests, check the list of arrivals and departures for the day to plan a reception and confirm guest requirements have been met.
-Receive and transfer incoming and outgoing calls, receive and retrieve messages, check and report phone revenue, monitor charging of calls by departments to charge that department.
-Receive and process reservation requests by phone, fax, email Send booking confirmations, reply to guests about service information in the hotel, equipment, provide guests with information about room types.
- Support to increase maximum work efficiency in the department Respond to complaints related to reservations and report incidents to superiors, arrange reservations reasonably and scientifically, update documents to change booking information, cancellation or deposit (if any) to ensure that documents are saved and sent accurately.
-Prepare booking documents and important VIP and group guest lists, Concierge
-Pick up and see off guests at the hotel gate, open the car door, open the hotel door, transport luggage for guests, be responsible for luggage for guests when guests are checking in and checking out.
-Deliver letters, faxes, mail, messages to customers.
-Find guests in public areas, ensure security, order and life safety for guests
Business situation of Caravelle Hotel
Caravelle Saigon Hotel has occupied a special position in the heart of the city, with a history of more than 60 years, the hotel is a harmonious combination of luxury and nostalgia.
Like most five-star hotels in Saigon, the hotel's customers are mostly from the
US, UK, Japan, Korea and Australia.
The main tourist market is still 93% international visitors, 7% domestic visitors.
In which: visitors from major markets such as the US, France, Australia and Canada account for nearly 50% of the total number of visitors Specifically: the total number of visitors in 2010 is expected to be 14872.
─ Other markets: 1026 visitors (accounting for 6.1 %)
Current situation of service quality at Caravelle Hotel after the Covid-19
2.3.1 Hotel accommodation products and services
The hotel provides a very luxurious room system with 335 5-star standard luxury rooms with amenities such as luxurious bathroom facilities, satellite TV including free movie channels 24/24, bedside lighting control system, tea and coffee making facilities in the room, Free mineral water, ironing and ironing chairs, automatic air conditioning system in the room.
In 2011, Caravelle was voted one of the "25 Best Hotels in Asia" This shows that the hotel management always focuses on improving the quality of service to meet the needs of customers.
At Caravelle, there are two basic room classes: Signature room for VIP guests and Deluxe group room for general business The rooms are equipped with modern equipment to ensure a comfortable place to rest, work and entertain The minimum room area of 35m2 is considered quite large, the interior is carefully selected from bathroom items to beds Especially, the hotel provides a "menu" of pillows including: pure goose feather pillows, natural rubber pillows, long hugging pillows, synthetic cotton seed pillows, two-storey natural rubber pillows to bring a feeling of relaxation and health after sleep to all customers.
In addition to accommodation services, the hotel provides additional services specific to business customers such as online international telephone, free wifi, electronic lock system, safe, mini bar , Especially, customers can use the conference room with a capacity of 10 people for one hour / day to serve business exchange, meetings right in the hotel This service is essential for businessmen or business travelers.
Caravelle Saigon Hotel was built in 1959 and has undergone many upgrades and renovations to meet the needs of customers Therefore, rooms are fully equipped with basic amenities such as comfortable beds, flat-screen TV, air conditioning, minibar, safe, free wifi, etc In addition, the hotel also has other facilities such as restaurant, gym, spa, swimming pool, bar, conference room, etc. However, due to the age of the hotel, the maintenance and maintenance of facilities also face many difficulties Guest rooms may have minor faults such as unstable electrical systems, showers or bathtubs may not work properly, room equipment may be a bit old and not as beautiful as new hotels.
However, the general assessment of the quality of facilities of Caravelle Saigon is still very good and meets the needs of the majority of customers If there are any problems with facilities, the hotel staff will always be ready to assist and solve to ensure the comfort and satisfaction of guests.
Therefore, the evaluation of the quality of facilities at Caravelle Saigon Hotel depends on the expectations and standards of each customer when staying here. 2.3.3 Quality of products and services
Caravelle Hotel Saigon offers luxurious and diversified products and services such as: rooms, restaurants, spa, gym, swimming pool, bar, conference room, etc. These products are beautifully designed and decorated, luxurious and meet high standards.
The hotel always focuses on updating and upgrading products and services to meet the increasing needs of customers In addition, the hotel also offers promotions and incentives to attract customers to use its products and services.
However, the cost of products and services at Caravelle Saigon is quite high compared to similar hotels in Ho Chi Minh City This may make some customers with limited budgets unable to experience the products and services here.
Overall, products and services at Caravelle Saigon are rated as high-class and meet the standards of a 5-star hotel However, the choice to use this product or service depends on the expectations and budget of each customer.
Caravelle Saigon is rated as one of the luxury and luxury hotels in Ho Chi MinhCity With a team of professional staff, knowledgeable about the field of tourism and hotels, Caravelle Saigon has always put service quality on top to meet all the needs of customers.
The hotel provides convenient services such as: restaurant, gym, spa, swimming pool, bar, conference room, etc These services are professionally organized and provided, ensuring the standards of a 5-star hotel.
The staff at Caravelle Saigon are always friendly, enthusiastic and attentive in answering questions or supporting customer requests In particular, the service staff in areas such as restaurants, bars, or spas have high qualifications and good communication skills, helping customers feel comfortable and satisfied.
However, like any other luxury hotel, the service quality rating of Caravelle Saigon is relatively high There may be some circumstances that do not match the expectations of customers, but the hotel staff is willing to listen and resolve to ensure customer satisfaction.
In summary, the quality of service at Caravelle Saigon is considered very good and meets the standards of a 5-star hotel Guests can rest assured when choosing to stay here.
Caravelle Saigon Hotel has luxurious and classy restaurants and bars such as: Nineteen Restaurant, Café de l'Opera, Saigon Saigon Rooftop Bar, and Martini Bar. The dishes and beverages are prepared and served by a team of professional chefs and staff, ensuring the standards of a 5-star hotel.
Menus at restaurants and bars range from traditional Vietnamese cuisine to modern Western dishes In addition, dishes and drinks are made from fresh ingredients and ensure food safety and hygiene.
Current status of tourist satisfaction at Caravelle Saigon Hotel after the Covid-19 pandemic
Facilities are an important factor in maintaining and developing guest satisfaction In addition to the service, it makes an important contribution to creating a good first impression for customers, offsetting the expectations, the expectation on the quality of the products they buy.
5% 31,7% 53,3% 10% 0 level of satisfaction with the facilities in the lobby
(Source: Caravelle Hotel 2022 Statistical Report)
Looking at the survey results, we see that 36.7% of the comments rated the hall as modern and very modern But up to 53.3% of the reviews are normal Although the difference is not high, this shows that guests are still not really satisfied with the equipment in the lobby Although the area is relatively comfortable, there is still a lack of spaces that make the hotel stand out, such as the characteristic image of the hotel, which is absent The chandelier system is too simple, not creating the hotel's own highlight.
Corresponding to the opinions about the level of modernity, most guests think that the equipment in the hall is not really arranged harmoniously and beautifully.There are 35.8% rating the lobby at the level of harmony and very harmony, while54.2% are of the average rating, even 10% of tourists think that The arrangement of equipment in the hall is not harmonious and beautiful Perhaps due to the space of the hall, especially the two sides of the reception, the tables and chairs are not luxurious, the reception area has not been properly invested Perhaps it has not yet been able to bring the culture of the Vietnamese people to harmonize with the modern level of the hall.
When analyzing the guest reviews affecting the facilities in the guest hall, we found that international guests, especially Asians, think that the hotel layout of such equipment is quite good However, the average level of visitors for the decoration of the hotel lobby is still not good, it is still in the normal range and is not satisfied with the layout of equipment inside the hotel I think, the hotel needs to pay more attention to investing in the hall area to be more synchronized, and at the same time to redecorate this area to be more beautiful, in order to save visitors a beautiful image of the hotel.
The reception has beautiful and impressive costumes
Reception service enthusiastic and attentive
Receptionist has a high level of foreign language
(Source: Caravelle Hotel 2022 Statistical Report)
Dress is a very important factor, is the first impression when guests come into contact with the reception Therefore, choosing and stipulating the dress code for employees is a job that should be considered and chosen by managers to harmonize with the space of the hall.
40.8% of guests' opinions said that the reception had nice and very nice clothes, but the number of reviews was normal, accounting for nearly half of the comments, and it was surprising that 12.5% said that the The dress is not pretty This is understandable because the female staff here, although wearing ethnic ao dai, but the colors are faded, not eye-catching, sometimes at the front desk, two types of uniforms appear at the same time, with little attention to makeup We can see that the dress of the hotel reception is really underappreciated The reason for this is that international guests love the Ao Dai of the Vietnamese people, so as long as the staff wears ao dai, most of them will rate it as beautiful, but the receptionist here rarely wears it Ao Dai And this has also been shown very clearly in the opinions of domestic guests when asked about the dress code of the reception.
But it must also be admitted frankly that the hotel management has not really cared about the dress of the receptionist, nor has there been any mandatory measure in the regulation of uniforms for the front desk staff It is often said that "packaging, brand is the silent seller of the product", the front desk staff plays a very important role in selling products to customers, the first person that customers contact to make a purchase decision Therefore, it is necessary to see the importance of reception attire because it is also a factor that affects the decision to buy hotel products.
The spirit and service attitude of the staff, especially the front desk staff, are very susceptible to psychological pressure, easily influenced by private emotions. The style and service attitude of the front desk staff is evaluated well or not because of the sincerity, enthusiasm and thoughtfulness in service regulations.
When asked about your opinion when being greeted politely at the reception, up to 90% of guests are very satisfied and satisfied, this shows that the service attitude of the reception here is very good highly appreciated However, there are still 10% of opinions that it is normal, including 2 Europeans, 1 American and 2 Asian guests.
Serving European and American guests needs attention, gentleness and courtesy. Asian guests at Caravelle Saigon hotel are mainly Singaporean, Korean and Japanese guests, their temperaments are quite mild and pleasant, but there are still a few comments about the polite reception of the staff here Normally, the receptionist needs to try harder in the attitude of welcoming guests.
Customers are satisfied and very satisfied, accounting for 52.33% Meanwhile, there are 46.51% of opinions that it is normal These cases fell on Thai and Japanese guests, French and American visitors And there is 1 opinion of Thai guests who are not satisfied with the foreign language level of the front desk staff.
As we all know Thai people often speak little English when traveling, so the front desk staff at Caravelle Saigon Hotel needs to add more Thai language skills to minimize the language gap between visitors and staff .
In addition, the hotel is currently focusing on the European and Thai markets, so the training of existing foreign languages and the expansion of new foreign languages will be the core conditions for the front desk staff improve hotel satisfaction.
Resolve complaints quickly and satisfactorily
(Source: Caravelle Hotel 2022 Statistical Report)
Regarding the speed of processing room registration procedures for guests, up to 11.7% said that it was normal and 0.8% of comments were not satisfied At Caravelle Saigon Hotel, due to the characteristics of the source of guests from travel agents, most of the visitors are group guests and are booked indirectly through travel agents The process of receiving room registration at the hotel is relatively professional and thoughtful The staff are always flexible and serve customers enthusiastically But with the above investigation results, this means that there is still a situation where guests have to wait when checking in Receptionists need to pay attention to this reception It is important to understand that waiting is always frustrating and annoying for customers.
At Caravelle Saigon hotel, the guest profile is very simple, almost guests do not have to fill in any paperwork, all procedures are done by the front desk staff This satisfied and did not take up the time of the guests, the quicker the check-in procedure will make the guests more satisfied and avoid fatigue for the guests. Guideguests tousetheequipmentintheroom:
Development objectives and policies of Caravelle Saigon Hotel
Deploy and build a new image of the hotel, increase the number of long- term customer retention, differentiate and position the hotel brand, maintain and improve customer relations.
Establish in the minds of customers the specificity that the hotel aims for. Complete facilities to respond to the new operating model.
Train personnel to respond to the new situation.
Develop new product policies, pricing policies, distribution channels, and policies to meet business needs in the new model Select the appropriate markets: nationality, income, age, culture, behavior, consider market segments for the seasons.
Caravelle Hotel aims at environmental, social and energy-saving sustainable development policies Recognizing the importance of environmental and social sustainability, as well as its commitment to benefit the local community, Caravelle Saigon Hotel commits its efforts to take measures to protect the environment, save energy and develop a sustainable society With the mission of creating a safe working environment and pioneering the promotion of green activities to reduce environmental burdens such as pollution and resource depletion, the Hotel has established, implemented and maintained an Environmental Management System and Energy Management System that meet the requirements of EarthCheck standards.
Continue to improve the Annual Standards & Environmental Sustainability. Prevent pollution.
Follow legal & other requirements, with the goal of achieving EarthCheck Best Practice Standards status.
Interested in recruiting and empowering local staff and using products and services from local suppliers, following fair trade principles where applicable.Reduce energy consumption
Reuse of Room Resources and Amenities
Renovation of equipment and machinery to an environmentally friendly type
Solutions to improve customer satisfaction at Caravelle Hotel after the Covid-19 pandemic
Built in 1959, Caravelle Saigon Hotel is located in the heart of Ho Chi Minh City, close to the shopping, restaurants, office areas and famous attractions of the city With its special historical past, the hotel has been known and visited by many international visitors to experience.
Currently, Caravelle Saigon Hotel has undergone a comprehensive investment and renovation process, with some modern amenities but looking at the customer reviews on hotel review sites, there are some opinions that some rooms in the hotel may be older than newer hotels.
However, Caravelle Saigon Hotel has been upgraded and repaired to improve its facilities, so if the above opinions are correct, the hotel is making significant strides in improving its facilities.
In conclusion, the improvement of hotel facilities is a continuous and difficult process, but I believe that Caravelle Saigon Hotel will continue to make efforts to improve and enhance the quality of its services to meet the expectations of its guests. 3.2.2 Increase the amount of accommodation services
Although Caravelle Saigon Hotel has very good service quality, there are still some suggestions to improve the service quality of the hotel, including:
Improve the quality of food and beverages: Hotels should pay attention to providing higher quality food and beverages to meet the needs of customers.Improve the quality of beds, blankets, pillows: This is an important factor when residents want to have a comfortable and pleasant sleep Therefore, the hotel needs to pay attention to providing better quality beds, blankets, pillows to increase the comfort of customers.
Improved noise: Hotels should invest in sound systems and better soundproofing to minimize noise inside the room and outside the hotel premises. Increased staff training: Hotels need to invest more in employee training to strengthen their skills and expertise in better serving customers.
Improve customer feedback management system: Hotels should have a better feedback management system to ensure customers can answer their questions, comments or complaints quickly and efficiently.
3.2.3 Diversification of products and services
According to reviews from customers on travel review websites, Caravelle Saigon is highly appreciated for its service, facilities, and prime location Customers praise the friendly staff, professional service style and modern equipment Some customers also mentioned the price is a bit expensive, but that is natural for a high- end hotel.
But to diversify products and services at Caravelle Saigon Hotel, solutions can be implemented as follows:
Development of different service packages: Hotels can create different service packages such as relaxation service packages, family service packages, business service packages, party service packages, with various special offers and benefits.
Improving and diversifying the menu: Hotels can improve and diversify their menus by offering typical regional dishes while adding international and vegetarian dishes, helping guests' Products have more choices.
Organizing entertainment and experience activities: The hotel can organize entertainment activities and experiences for customers such as tours of famous places in the city, music performances, BBQ parties, and collective activities, help customers have more exciting experiences when staying.
Expansion of spa services and fitness equipment: The hotel can expand spa services and fitness equipment to serve customers who have needs sports training, relaxation, health care, and beauty.
Provide support services for work: The hotel can provide support services for work such as meeting room rental, presentation equipment, computers, and printing, to help customers perform work efficiently and save time.
In general, the above solutions help Caravelle Saigon Hotel diversify products and services, meet the needs of customers, and add value to customers when staying at the hotel.
3.2.4 Improve the level of human resources
According to customer reviews, Caravelle Saigon Hotel has received many compliments on its staff.
Staff are considered friendly, attentive and professional in the way of serving customers In addition, the staff is also fully trained and professional in their field.
To improve the quality of human resources, the hotel can implement some solutions as follows to attract and retain the best employees:
Professional recruitment and training: Hotels should recruit employees with high qualifications and experience in the hospitality industry, then provide training and training to improve service quality.
Evaluate employee performance: The hotel should regularly evaluate the performance of employees to detect and solve problems and weaknesses in the working process.
Create a comfortable working environment: A comfortable working environment helps employees work better and feel more comfortable during work. Evaluate and re-evaluate the employee remuneration regime: The hotel should evaluate and re-evaluate the employee remuneration regime to ensure fairness and enhance motivation for employees.
Encourage new ideas: Hotels should encourage employees to come up with new ideas and evaluate and implement these ideas to improve the quality of hotel services.
Provide training and learning: Hotels should provide employees with training and learning to help them improve their knowledge and skills in the hospitality industry.
Caravelle Saigon Hotel has built an advanced quality management system and meets international standards in the hotel sector They are also making continuous efforts to improve service quality and ensure customer satisfaction.
In addition, Caravelle Saigon Hotel is also using the latest technologies and services to meet the needs of its guests The hotel's return and refund policy is also implemented flexibly to ensure customer satisfaction.
Therefore, customers can rely on the quality of service at Caravelle Saigon Hotel However, to improve the reliability of customers, hotels can implement solutions such as:
1 Improve service quality: Service quality is an important factor to create trust and trust of customers Hotels should ensure that they provide the best possible services, while enhancing training for employees to improve service quality.
2 Provide accurate and complete information: Hotels should provide accurate and complete information about their services and facilities, and keep up to date with the latest information about the hotel and related activities.
Recommendations
3.3.1 For the Department of Culture, Sports and Tourism
The Department of Culture and Sports and Tourism should do its best to create conditions for restaurants, hotels as well as tourism companies to do business effectively, simplifying administrative procedures for companies and enterprises. Encourage companies, restaurants and hotels to expand their business scope, diversify types of services, not limit production.
To encourage and increase calls for foreign investment capital in tourism development projects, in order to attract more tourists both at home and abroad.
The tourism industry needs to work closely with the Ministry of Education and Training to be able to train high-quality human resources for the tourism industry In addition, there should be more attention for specialized training schools in tourism, restaurants and hotels so that they have full equipment and tools for theory and practice.
The Board of Directors needs to regularly check and supervise business activities, ensuring that the hotel always complies with standards.
The strengths of the hotel must be clearly defined to have the right direction. The target market must be clear, not rampant, focusing on the guests that the hotel can best serve.
Hotels need to regularly invest in improving material and technical facilities, approaching new and modern technologies.
It is necessary to clearly outline the goal that the hotel wants to achieve, avoiding ambiguity, ambiguity Clearly develop strategies and steps to achieve that goal.
Constantly update management methods of developed countries, especially those that are successful in hotel business Send employees to study to improve skills as well as professional skills.
The selection of employees must be careful, the selection of people with high professional qualifications, attitude of love for the profession, seriousness in work, employees after being selected must be trained in a professional and methodical way suitable to the hotel culture Arrange employees must be reasonable, the right people in the right jobs, creating a comfortable spirit for employees when working.
Regularly distributing customer satisfaction polls on service quality, it is necessary to clarify what the hotel has done, what has not been done and what the hotel needs to do better.