Source: Website of New Orient Hotel Da NangPicture 3.1 Logo of New Orient Hotel DaNang Basic information:- Phone: +84 236 3828 828- Email: sales@neworienthoteldanang.com- Hotel address:
INTRODUCTION
Rational
After 3 years of fighting the Covid 19 pandemic, the economy of Vietnam in particular and the world in general has suffered a lot of loss and pain both physically and mentally, extremely seriously affecting the economy.
The economy lacks money All industries suffered heavy losses, especially the tourism industry International visitors could not pass through Vietnam, causing many businesses to close, and people's lives became pressured.
Mid-2022 is the year to restore the economy and develop tourism again.
Businesses and investors are having plans to restore and redevelop the tourism industry This is the best opportunity to restore international and domestic tourism, and also build brands to bring new products best products for customers People's lives are improving day by day and service quality requirements must also be met, from the easy to the most demanding guests.
Businesses not only worry about accommodation and food services, they also have to focus on improving service quality, and their facilities must be modern and luxurious Especially after the pandemic, customers want to go on vacation and take care of their health Therefore, improving Spa quality is a solid foundation for businesses and attracting a large number of regular guests to their hotels and creating memorable impressions for customers All spa services will give customers a wonderful relaxing experience, relieve stress, and quickly restore vitality.
As a result, in order for a hotel to maintain its 4-star rating, management and employees must collaborate and take effort to get the greatest outcomes.
Aims and Objectives
Evaluating the current state of service quality at Spas holds an important mission of providing optimal relaxation, health care and energy recovery experiences for visitors This will make a good impression on customers,including those traveling, working or living in the area A powerful competitive weapon that hotel and resort owners can quickly own! I will also focus on providing reviews and suggestions to improve the quality of the hotel's Spa.
Scope the Study
Scope of content: In this thesis, we research the Spa department of New Orient hotel, especially the service process as well as improving Spa quality.
Time range: Statistics and related documents used from 2023 to 2024
Methods of the Study
I employed a variety of techniques in my study in order to support my thesis.
I started by using the method of evaluation to get the appropriate information and data by getting in touch with the New Orient Hotel's accounting staff and internal personnel for the most precise information.
Second, I thoroughly examine the data and provide a clear assessment of the analysis's findings.
Lastly, the research methodology involves synthesizing information from web sources, reference books, and hotel job experience.
Organization of the Study
The graduation project includes 3 main parts:
Chapter 1: The introduction states the reason, purpose, scope, research methods and research organization.
Chapter 2: Presents the theoretical context
Chapter 3: Describes the case Chapter 4: Analyze and evaluate the current situation Chapter 5: Difficulties and solutions to improve Spa quality.
THEORETICAL BACKGROUND
Tourism
Tourism activities in the world were formed very early, in today's era tourism has become a quite popular form of human activity.
According to WTO: "Tourism is all activities of people outside their usual place of residence for no more than 12 months for the purpose of rest, entertainment, official duties and many other purposes."
According to Article 4, Chapter I, Vietnam Tourism Law 2005, issued on June 14, 2005: "Tourism is an activity related to the trip of people outside their usual place of residence to meet their needs demand to visit, learn about entertainment, and relax for a certain period of time.
There are also some modern tourism concepts from researchers such as Michael B Coleman, who emphasized: "Tourism is the interactive combination of four groups of factors in the process of serving tourists, including including: tourists, suppliers, local residents and authorities at the tourist destination.
Tourism can be generally understood as the synthesis of relationships, phenomena and economic activities originating from a tourist's journey and temporary stay.
Types of tourism in Vietnam today are also classified quite widely.
- Tourist Resort- Ecotourism- Cultural and historical tourism
- Travel to visit and explore - Team Building Travel
Classified according to geographical characteristics of tourist destinations.
- Sea travel - Mountain tourism - Field trip
There are also a number of ways to classify other types of tourism such as: means of transport & accommodation, by age, by travel time, form of tourism organization, method of contract.
Hotel
In fact, there are many different concepts of hotels A hotel is an establishment that provides sleeping services or people in the industry would call it accommodation services In addition, hotels also serve a number of other popular services such as: food services, entertainment services or some other services for guests when staying overnight And usually, hotels will be built in tourist attraction locations.
Hotels can fall into different categories based on standards and price ranges, from budget hotels to luxury resorts and 5-star hotels Hotels may be located in different locations, including major cities, tourist areas, and rural areas.
Hotels can be classified into various categories based on different factors.
Here are some common classifications of hotels:
According to the main target audience
Businessmen, Tourists, Families, Gambling Visitors, Conference Visitors, Medical Visitors, Pilgrims… From there we have Business Hotel, Conference Hotel, Family Hotel, Casino Hotel,
Full board (Room fee + Serves all 3 meals a day, can be set menu or buffet), Half board (Room fee + Serves breakfast and lunch or dinner), Bed &
Breakfast (Room fee + breakfast ) Service standards: Budget hotel (Economy also known as budget hotel), mid-range hotel (Midscale service) or high-end hotel (Upscale, Luxury or World Class service)
Average hotel: 101 -> 300 rooms Large hotels: 300 rooms or more Super large hotel: over 1,000 rooms
Star classification: Hotels will be classified by star (*) Product and service quality will be evaluated from low to high From 1 to 5 stars.
Spa
At each stage, "Spa" is developed with many different meanings.
In the Middle Ages, "Spa" literally meant a mineral water spring, and was understood in terms as a treatment using steam and natural mineral water.
This is considered a remedy for diseases related to iron deficiency Greek civilization knew how to take care of health with water The Romans developed it to a high level, Spa included a series of rituals from taking off clothes, immersing yourself in hot water, steaming, massage, relaxing, resting and continuing to bathe.
According to today's common understanding and application, Spa is a health care and beauty service using water and massage combined with beauty products of natural origin, along with advanced technology beauty devices.
According to the International Spa Association definition: Spa is a place devoted to overall enhancement through a range of professional services that encourage renewal of the mind, body and spirit.
2.3.2 Classification of Spa Day Spa
This is a place that provides a wide range of services for the purposes of improving health, beauty and relaxation through massage treatments, facial and body care such as scrubs and mud wraps, full body massages, …
Unlike Resort Spas and Destination Spas, you do not stay overnight Each service lasts from a few hours to half a day or even a whole day for combined service packages.
Prices are reasonable and cheaper than Resort Spa and Destination Spa.
Customers are usually middle-class people This is the most popular type of spa today About 80% of spas are Day Spas, but not all are created equal.
Some traditional Day Spas offer more traditional services, including body and nail treatments Provide amenities such as dressing rooms, robes and slippers, steam rooms, steam rooms, and a "quiet room" with items such as tea, lemonade, dried fruit and nuts Day spas are often associated with a hair salon, but should be in a separate wing or on a different floor to keep a calm spa atmosphere.
This is a place that provides programs aimed at promoting a healthy lifestyle and practicing health protection habits through short-term training courses with lectures aimed at taking care of physical and mental health such as classes yoga, nutritional cooking classes, hiking programs Most of these spa types are fully equipped with gyms, yoga rooms, and modern conference rooms.
Destination Spas typically require a minimum stay of 2-3 nights, and longer stays are encouraged They provide a friendly atmosphere, perfect for customers traveling alone This service is usually age-restricted.
Service prices usually include all accommodations, classes and lectures.
In the past, Destination Spas were often developed at the location of natural hot springs or mineral water sources.
This is a place that provides Spa services aimed at tourists enjoying vacations at high-end resorts Depending on the conditions of the resort, guests can enjoy spa services designed in specialized areas or outdoor massage services next to the swimming pool, in the garden or on the beach.
Many Spa Resorts have opened gyms and a team of trainers Others also have special health care centers aimed at improving health.
In the 1990s, many resorts began offering spa services so customers could enjoy massages in addition to other hobbies such as golf, tennis and swimming.
Although the cost is a bit high, the advantage of the Spa at the hotel is that it gives customers the right to use amenities available on the hotel premises such as swimming pool, tennis court, and gym Hotel Spa is often more fully equipped with a sauna, massage jacuzzi, etc.
This is a place that provides Spa services aimed at tourists or business travelers.
This is a combination of a medical clinic and a Day Spa that is operated under the supervision of a doctor The most common services performed with a Medical Spa are laser treatments, laser hair removal, IPL (intense pulsed light) treatments, micro needling, injectable treatments such as Botox and fillers, chemical peels, skin tightening or skin rejuvenation and cellulite treatment,
Medical Spa is currently the most respected spa trend And has the highest cost.
This is a Spa service based on natural mineral sources and hot springs for use in hydrotherapy treatment Such are the historical roots of spas, when people traveled to mineral waters for their health benefits.
Each Spa will have different services, but in general, a professional Spa cannot lack the following 5 services:
Hair removal and hair removal.
Since ancient times, Spa has been known as an effective therapy for mental relaxation, beauty care and health maintenance Spa brings many benefits to the human body, specifically:
Beneficial for the cardiovascular system.
Reduce the risk of cancer.
Limit joint pain and arthritis.
CASE DESCRIPTION
New Orient Hotel Overview
The 4-star New Orient Hotel Danang opened in 2018, continuing and completing the dream that originated from the success of one of today's modern and classy discotheques, New Phuong Dong Completing the puzzle from accommodation to entertainment after 25 years of diligence and steadfastness in choice and also a strong passion for a particular type of business, a dance hall, Ms Nguyen Thi Thanh Hoa - Founder of Co., Ltd.
Huu Thanh, has created the New Phuong Dong brand, leaving a strong impression in Vietnam with a modern style.
New Orient Hotel Danang not only attracts with the existing reputation of New Phuong Dong New Orient has its own unique and attractive features.
With a unique architecture made of luxurious sandstone layers combined with eye-catching green spaces, New Orient Hotel Danang appears charmingly in the heart of Da Nang city There are 100 luxury rooms and apartments with elegant color tones, delicate design, dotted with layers of chrysanthemum trees drooping softly and attractively into the lake surface From the room's balcony, guests will enjoy the fresh air at dawn and admire many breathtaking views of the city, rivers, mountains and ocean.
(Source: Website of New Orient Hotel Da Nang) Picture 3.1 Logo of New Orient Hotel DaNang
- Phone: (+84) 236 3828 828 - Email: sales@neworienthoteldanang.com - Hotel address: 20 Dong Da Street 550000 Da Nang Vietnam.
- Hotel website: https://www.neworienthoteldanang.com/
3.1.2 Organizational Structure of Hotel Operations
(Source: Website of New Orient Hotel DaNang) Diagram 3.1 Organizational Structure Diagram of New Orient Hotel
DaNang General comments on the organizational structure chart:
Basically, the operational structure diagram of New Orient Hotel DaNang has a full range of departments and positions This will help the hotel operate in the best way from top to bottom under the direction and management of the Director And the departments will also be interconnected to ensure work goes as smoothly as possible to bring the best service to customers.
3.1.3 Functions and Responsibilities of Hotel Departments
The executive department includes: General Director Members of the executive department combine with heads of departments to form a senior leadership team Responsible for managing and operating all hotel operations, ensuring the efficiency committed to the investor and the corporation is achieved.
Function: Consulting and commenting on the hotel's situation, market needs, customer tastes, future trends
Duties: Welcoming, receiving, resolving customer requests and transferring customer information to relevant departments - guiding guests, completing room registration and check-out procedures for guests
Function: Providing main products and services at the hotel, responsible for the rest and stay of customers at the hotel; Coordinate closely and consistently with the front desk department in selling and providing housekeeping services.
Duties: Prepare rooms, ensure clean rooms, always ready to welcome guests
Function: Providing food and drinks to customers; Cost planning at the department, creating more profit for the hotel, catering for hotel staff.
Mission: Organize catering business activities including 3 main activities: processing, circulation and organizing food service at the hotel - serving food for hotel staff - providing other services Additional activities such as organizing parties and buffets for seminars Master the plans and menus of customers' food processing requirements to calculate standards, calculate costs, prepare estimates to prepare ingredients in time to serve customers
Function: Providing services to meet the diverse requirements of guests during their stay at the hotel such as: facial, body, massage, massage, acupressure,
Mission: To help guests relax and entertain when they need it.
Function: Search for customers for other departments such as room department, restaurant department, ; Expand the market and attract potential customers for the hotel Tasks: Plan to find customers - market products - research the market, competitors
Function: Decide on financial strategies; find capital and capital sources for hotels; Monitor, manage and report on revenue, expenditure, debt
Duties: Prepare documents in the formation and use of capital - prepare monthly and quarterly financial reports, manage and monitor revenues and expenses
Function: Management, recruitment, employee training
Duties: Organize and arrange officers and employees, promulgate institutions and working regulations - monitor and evaluate department employees and receive comments from superiors
Function: Manage and monitor technical systems and equipment in the hotel to ensure good operation, without problems or problems during operation.
Duties: Monitor and regularly maintain equipment in the hotel - repair tools and equipment when required by other departments
Function: Ensure safety for customers, hotel assets and customers, responsible for security in the hotel.
Duties: Patrolling, guarding in shifts, always ready in case of trouble, looking after cars for guests and staff of other departments in the hotel
Function: Responsible for all issues related to information technology in the hotel Responsible for managing and operating the computer system, LAN, internet, wifi, Duties: Organize, manage and deploy the information technology system in the hotel Support staff and guests with information technology issues.
Product and Service System of New Orient Hotel
New Orient Hotel Danang includes 100 luxury rooms and apartments with elegant color tones, delicate design, dotted with layers of chrysanthemum trees drooping softly and attractively into the lake surface New Orient hotel Danang is divided into 5 comfortable room categories and fully equipped.
Table 3.1 New Orient Hotel Room Class System.
Superior room with contemporary design, luxurious interior and modern equipment will be a very suitable choice for travelers Open space combined with natural light through glass doors creates a gentle and peaceful feelingArea: 27 m2 - 37 m2Bed type: 1 large bed or2 single beds
2 Deluxe Room Deluxe rooms are luxuriously and sophisticatedly designed with many beautiful views of the sea, lakes, rivers, mountains and the shimmering lights of Thuan Phuoc bridge Enjoy the space
Area: 30 m2 - 35 m2 Bed type: 1 large bed or 2 single beds
3 Premier Deluxe Room Take in stunning views of the city, rivers, lakes, mountains, ocean and beautiful bridges from a Premier Deluxe room Spacious bedroom space, impressive design with many modern equipment, bathroom with bathtub makes a big difference compared to Deluxe room.
Area: 39 m2 - 45 m2 Bed type: 1 large bed or 2 single beds
4 Suite Room Explore the hotel's luxury rooms, filled with light and close to nature.
Each apartment has a spacious area including living room and bedroom, providing the most comfortable feeling Enjoy a memorable vacation here and explore the beautiful coastal city
5 Loft & Apartment The Loft is luxuriously and beautifully designed with full modern amenities and facilities that will bring you an extremely comfortable space This type of room is especially suitable for the needs of busy businessmen Each unit has an upstairs bedroom, a living room and full amenities
Meanwhile, the luxury apartment is designed with two modern bedrooms, living room, dining area and kitchen The luxurious,spacious and sophisticated design is very suitable for groups of friends or families who love large space and like to cook.
(Source: New Orient hotel DaNang's website)
New Orient Hotel includes two large restaurants ready to serve exquisite meals with rich and diverse cuisine Bistecca restaurant will bring diners the best dishes of Italian cuisine and Thien Long Hien restaurant will serve Chinese dishes If you need a relaxing space to sip a delicious cocktail, check out the poolside bar or the rooftop bar Sevva Sky Lounge.
(Source: New Orient hotel Da Nang website) Picture 3.2 Bistecca Restaurant of New Orient Hotel Danang
No need to go to the distant Mediterranean land, right at this Bistecca restaurant, you will enjoy the original flavors of Italian cuisine There's nothing better than sipping a glass of premium wine in a luxurious space and enjoying excellent food.
In addition, Bistecca restaurant also serves a daily breakfast buffet with a variety of European and Asian dishes.
Opening hours: 06:00 – 22:00 Location: 7th Floor
(Source: New Orient hotel Da Nang website) Picture 3.3 Swimming Pool Bar of New Orient Hotel Danang
The gentle green space at the bar area next to the NOH pool is the ideal choice for relaxation Enjoy drinks such as cocktails, mocktails, fresh juices or snacks and chat with friends You can also relax on the chair and read a favorite book or take a dip in the cool blue water.
(Source: New Orient hotel Da Nang website) Picture 3.4 Sevva Sky Lounge of New Orient Hotel Danang
Located on the top floor of the hotel, SEVVA not only brings you delicious food and excellent cocktails but also brings you a feeling of relaxation with panoramic views of the city and trendy music and the most modern sound and lighting system This is a great place for parties with friends, family or meeting colleagues.
Location: Upper Floor 3.2.2.4 Thien Long Porch Restaurant
(Source: New Orient hotel Da Nang website) Picture 3.5 Thien Long Porch Restaurant of New Orient Hotel Danang
Stepping into Hong Kong restaurant - Thien Long Hien, you will be surprised with the typical Chinese design style The colors and architecture create perfect accents with contemporary Asian touches.
Thien Long Hien Restaurant offers excellent and healthy dishes We will serve you scrumptious Cantonese dishes and Hong hot pot Famous Kong.
(Source: New Orient hotel Da Nang website) Picture 3.6 NOH Swimming Pool of New Orient Hotel Danang
Outdoor swimming pool with elegant design, airy space dotted with many green trees will bring a beautiful tropical paradise in the heart of Da Nang city This is an ideal place to relax with loved ones, sip a cool cocktail while soaking in the pool or lie down on a chair to read a favorite book.
(Source: New Orient hotel Da Nang website) Picture 3.7 Cardio Fitness Center of New Orient Hotel Danang
Cardio fitness center is open for free from 05:00 - 22:00 and includes treadmills, bicycles, back and abdominal exercise machines and modern full- body exercise machines from Technogym Maintain your fitness habits during your stay at New Orient Hotel.
Location: 2nd Floor 3.2.3.3 Elys Beauty & Spa
(Source: New Orient hotel Da Nang website) Picture 3.8 Elys Beauty & Spa of New Orient Hotel Danang
When you step into our Spa center, you will feel gentle because of the delicate harmonious architecture, elegant colors and quiet space Experts will enthusiastically advise on health care services, as well as treatments to bring your body a source of vitality Besides, the Spa center also provides a variety of services such as sauna, jacuzzi, foot massage, relaxing body massage, etc.
There are also skin care treatments and spa treatments to bring youthfulness. for you.
Opening hours: 09:00 – 22:00 Location: 8th floor
(Source: New Orient hotel Da Nang website) Picture 3.9 Weddings and Conferences at New Orient Hotel Danang
New Orient Hotel Danang owns 01 Camelia wedding center and 01Saffron conference center, very suitable for organizing business events, weddings, company parties, buffets, important meetings and conferences. other The room space is impressively designed and spacious with a capacity of up to 800 guests Moreover, with the most modern specialized equipment, international standard lighting system and strong wi-fi coverage throughout the hotel, the hotel confidently brings the best service and quality of parties to guests for you.
Camelia Wedding Center: 5th Floor
Saffron Convention Center: 7th Floor
Spa Department at New Orient Hotel Overview
ELYS BEAUTY & SPA is inspired by Elysia - Heaven, Elys Spa is located on the 8th floor of New Orient Hotel Da Nang, providing guests with an airy, comfortable, sunny relaxation space like a paradise in the middle of the city center.
The spa has exquisite harmonious architecture, elegant colors and quiet space Experts will enthusiastically advise on health care services, as well as treatment methods to bring customers' bodies vitality and energy Besides, theSpa center also provides a variety of services such as sauna, jacuzzi, foot massage, relaxing body massage, etc There are also skin care treatments and spa treatments that bring youthfulness and Elys Spa soothes fatigue after a day of traveling and work, and brings positive energy to prepare for a new day.
(Source: New Orient hotel Da Nang website) Picture 3.10 Spa Treatment Room
(Source: New Orient hotel Da Nang website) Diagram 3.2 Diagram of the Organizational Structure of Elys Spa
3.3.3 Functions and Duties of Each Job Position
The head of the Spa department is the person who implements management regimes: management of labor, techniques, assets and supplies, hygiene, etc The person responsible for controlling the process of preparing and serving customers row Schedule work for restaurant staff, resolve customer complaints, train new employees ensure good service quality.
As a female receptionist at the Spa, her main task is to welcome and introduce treatments to guests The role of the receptionist is to create a good first impression with diners about the quality of the Spa's services.
Implement customer service procedures, preserve work tools, coordinate work with other employees, and report all incidents to the department head as well as perform other tasks as requested by the department head.
Table 3.2 Functions and Duties of Positions
Human resource management in the department; connect with relevant departments;
Manage and arrange working time for personnel in the department; Check reports;Propose development plans for the department; Handle situations that customers encounter;
2 Receptionist Bridge between customers and technicians
Welcoming guests, providing customer care advice; Record customer requests to provide appropriate treatment;
Complete necessary reports during the day 3 Technicians Directly care and serve customers
Receive guests' requests from the receptionist, prepare the necessary tools and equipment for each beauty treatment
(Source: Human Resources Department - New Orient Hotel Danang)
• The receptionist recognizes guests from afar, always smiles, has a friendly attitude, and opens the door to welcome guest.
• The receptionist must always observe the area in front of the entrance
If you see a guest approaching the door area, quickly open the door and welcome the guest.
• The receptionist always has a friendly smile, a friendly and considerate attitude, a gentle voice, just enough to hear and is always ready to serve customers.
Step 2: Inviting guests into the salon reception area Invite guests into the salon reception area
• The receptionist extends his hand to invite the guest to sit, the hand opens and 5 fingers close, the hand extends straight towards the chair inviting the guest to sit.
• The receptionist bows slightly and invites guests to sit as well as offer guests welcome drink.
• Asking if the customer has booked the service or not?
• In case the guest answers yes and has already booked the service, the receptionist will ask for the guest's name or room number or phone number to check the guest's service information The receptionist checks the information quickly and return to answer the customer.
• Confirming with the customer again the information the customer has booked the service o If the customer has made a reservation but has not yet selected a service, show the customer the menu and information service consultation.
• In case the customer has not made a reservation, invite them to view the menu and advise service.
Step 3: Send menu for customers to refer to Sending a menu for customers' reference
• The receptionist quickly takes the menu and shows it to the guests:
• After presenting the menu to the guest, the receptionist gives the guest about 2-3 minutes to look at the menu Then proceed to ask if you have selected the desired service or not.
• If customer is wondering and has not chosen any service as desired, the receptionist will probe the customer's needs and favorite services to advise on appropriate services.
Step 4: Consulting on service packages suitable to customers' needsThe receptionist introduces guests to special offers and current promotions of the Spa:
(Source: New Orient Hotel DaNang Spa Department) Picture 4.1 Elys Spa's Special Promotion Program
Providing information/advice to customers about the benefits they will receive when using this promotional service Consulting and upselling customers to use the store's promotional programs.
Consulting services according to customer requirements and preferences
• If the customer likes to use massage, receptionists briefly introduce the characteristics and techniques of the massage to find out the customer's preferences.
• If the customer likes to use body care, receptionists briefly introduce the uses and ingredients of the body care packages to find out their
After the customer has chosen the service, the receptionist confirms the service information: service name, time, number of guests, price whether it meets the customer's request or not, making sure to avoid errors in the process of receiving customer information.
After the customer confirms that the service is correct as requested The receptionist lets guests fill out a service request form/customer information form.
Inviting guests to fill out the customer information form to know their requirements regarding the treatment (massage force, areas to focus on, areas to avoid ) to ensure guests are attentive and well taken care of.
(Source: Spa Department) Picture 4.2 Medical Consultation and Reference Form at Elys Spa
Step 6: Noting the staff to prepare to serve the customer
Contacting by walkie-talkie with the staff to inform customer information for the staff to prepare (service name, time, type of massage oil the customer chooses):
In case there are chairs available to serve guests
• Spa technician: prepare herbal foot bath, welcome drink, prepare beds to serve guests.
• Technician checks and prepares rooms, music, air conditioning, towels, shirts
• The technician moves down to the reception area to receive guests when ready.
In case there are no chairs available to serve guests
• The Receptionist guides guests to the Spa waiting area and instruct guests to use wifi and use sauna services Monitor time to promptly introduce spa technicians to guests
Step 7: Checking customer satisfaction after the service.
After the customer finishes using the service, the receptionist must observe and ask the customer about their level of satisfaction with the service.
Receptionist/manager listens to guests' answers, has a friendly attitude, shows listening to guests, smiles and thanks when they hear guests compliment and are satisfied with the service.
• Actively observing to know when the customer has completed the following evaluation form service.
• Proactively approaching customers to get opinions and ask if they want to pay (to move to the next step)
Step 8: Making payment, discount, reduce complaints (if any) Only making payment (printing a provisional bill) after the customer has finished giving comments about the service and confirms he wants to pay.
Picture 4.3 Elys Spa Payment Slips
• If a guest has a complaint or bad review about the service (based on customer opinion forms, or direct guest feedback), the receptionist/manager must proactively resolve the guest's complaint and propose directions resolved within the scope of authority Confirming service amount with customer, notifing discounts Printing bill, receiving payment, paying excess (if any) and thanking customers
Manager/Receptionist gives gifts (if any), takes souvenir photos, asks guests for reviews (send Spa card with link to access review page)
Asking for the customer's name, phone number, and email to identify and serve them better next time, or to inform them of upcoming promotional programs (if any).
Reminding guests to check personal belongings.
• The receptionist opens the door for guests, says thank you, see you again, and bows to see them leave.
ANALYSIS AND EVALUATION
Analysis
Human resources are a significant aspect in deciding how efficiently a hotel business uses other resources.
Table 4.1 Labor Structure in New Orient Hotel
Part name Number Gender Academic level English level
Male Femal e University Colleg e Training English
The New Orient Hotel's labor structure is generally rather acceptable and fits the four-star hotel's commercial scale.
New Orient Da Nang Hotel has 100 rooms with 6 room types
Bed type: 1 large bed or 2 single beds
Bed type: 1 large bed or 2 single beds
Bed type: 1 large bed or 2 single beds
New Orient Hotel is designed with elegant, sophisticated tones, dotted with layers of chrysanthemum trees that droop softly and attractively onto the lake surface Many full amenities in the room such as spacious bathroom, relaxing single sofa, work desk, comfortable bed, flat screen LCD TV, mini- bar, high-speed internet access Moreover, from the balcony, guests will enjoy the fresh air at dawn and admire many breathtaking views of the city, rivers, mountains and ocean.
4.1.2 The Business Result of New Orient Hotel 2022-2023
Table 4.3 Business Results in the Period of 2022 to 2023
➢ Revenue Table 4.3 depicts how revenue rises dramatically between 2022 and 2023.
According ourism Department of the City Da Nang, the number of guests that lodging facilities serviced in 2022 is estimated to reach 3.7 million, a 3.1-fold increase from 2021 Of which 483,000 foreign visitors a, an increase of 4.6 times compared to 2021 As a result, Therefore, Danang's accommodation services are increasing Thanks to that, the New Orient Hotel's income in 2022 amounted to 42 million In 2023, Da Nang's worldwide quality has doubled in 2023, with various event activities, tourism items, and new services compared to the previous year This is clear in the hotel's total revenue in 2023 of 99 million, a 35.71% rise that's roughly 57 million VND.
Generally speaking, room sales generate the majority of revenue, so in 2023, revenue from accommodations accounted for the largest percentage at 50%, rising by 35.71 percent from 2022 to 28.5 million VND This is followed by spa services at 15.6%, up 67.2% from 2022 to 5 million VND, and additional services at 34.3%, up 23.6% from 2022 to 23.5 million VND.
➢ Cost According to the cost structure, total costs increased by 36.54% in 2023, equivalent to 50,520 million VND, resulting in higher costs across departments In 2023, service costs will increase the highest by 48.4%, equivalent to 14,510 million VND, followed by lodging services, which rose 35.02%, equivalent to 26.02 million VND, and extra services, which increased 22.9%, reached 9,990 million VND.
➢ ProfitProfit is an important component in business since it allows humans to assess the company's financial status Table 4.3 shows that the benefit from in 2022 Accommodation services climbed by 43.35%, or 2,480 million VND, while Additional services increased by 9.09%, equivalent 2.8 million VND, and Spa services increased by 25.4%, reached 1.2 million VND Customers' demand for food, drink, and entertainment appears to be increasing Hotels should focus on expanding these two offerings In brief, profits in all departments climbed dramatically, which is a positive development for the hotel and will soon serve as motivation for employees.
Table 4.4 Structure of Tourist Arrivals in 2022-2023
In 2022, the number of guests bookinh New Orient increased 24,722 guests, (229.2%), compared to 2023 According to Da Nang Office’sStatistics, the total number of tourists served by hospitality businesses in
Danang would be 7.94 million in 2023, up 98.4% from 2022 Following the Covid-19 epidemic, the city's economy remains based on continued service (Danang Department of Tourism).
Look at the source above, compared to domestic guests, who increased 3,895 in number at New Orient Hotel, the number of foreign visitors jumped by 250.1%, or 20,822 arrivals The expansion of the sectors has been the cause of this increase.
There was a rise of 40.15% in administrative activities and support services, 29.23% in lodging and food services, and 31.55% in other services.
The total number of tourists that New Orient served in 2023 was 43,200, up 47.7% from 2022; of these, international visitors accounted for 34,685, a 4.2- fold increase from 2022; domestic visitors accounted for 8,515, a 2-fold increase from 2022.
The majority of the hotel's visitors were International, and they also brought the majority of revenue to the hotel Asian visitors made up the majority of foreign visitors staying at hotels in New Orient; on average, they occupied 70% of all foreign visitors.
Current Status of Customer Service Process at Elys Spa
A total of 130 randomly selected customers participated in this survey Out of the 100 questionnaires I sent, 100 were valid for voting.
After receiving thorough information about the study, all of the volunteers gave their consent to take part All data that may be used to identify a participant will be removed from the gathered data Information from the research will remain private.
Table 4.5 Guest’s Evaluation of the Service Process
Very satisfied Satisfied Neutral Quite dissatisfied Dissatisfied
Based on feedback from 100 clients who have used the services at the New Orient Hotel, Table 4.5 shows the degree of satisfaction with the spa department's service procedure When customers come, one of the Spa department's key procedures is to greet them and explain the services This is a warm and welcoming approach to establish a positive perception of the hotel's caliber The aforementioned figure indicates that the majority of clients perceive the Spa department's service procedure to be professional More specifically, out of 100 consumers, 60 are extremely happy, 22 are satisfied, and 10 are unsure They like how the introduction of the product and the service procedures went well Eight out of every 100 consumers stated they were still highly unhappy The lengthy wait is caused by the high volume of patrons In order to expedite services and save clients' time, the Spa department must implement remedial procedures.
4.2.2 Factors Affecting the Service Process
In hotel service businesses, the human factor plays an important role in providing services and directly affects customers' feelings during the process of using products and services Therefore, improving personal to better service quality is a direct investment to perfect the hotel and spa service process No matter how comfortable a hotel has modern technical facilities,but its workforce is weak and unqualified, it does not guarantee good service.
Therefore, the quality of the workforce greatly affects the service process.
Currently, the staff at the Spa is trained through school so they have high professional expertise and every year the company also opens training classes to improve the skills of the staff.
Facilities have a great influence on the service process The facilities in the Spa are invested in a modern way, bringing comfort, aesthetics, hygiene, and safety that will make customers feel comfortable, allowing customers to live in those conditions brings convenience and satisfaction to customers In addition, complete and modern facilities ensure that the staff can complete the service process and be more professional, helping customers to be more satisfied.
4.2.2.3 Relationship between Spa Department and Other Departments
The Spa department and other departments are closely related to each other
The Spa department and reception department regularly support finding customers and introducing customers to Spa services.
• The technical department often cares about equipment at the Spa, checks and repairs promptly when problems occur.
• In addition, the Spa department still maintains good relationships with other departments, the staff are always enthusiastic and welcoming, supporting and helping each other to bring customers the best services.
Supervision plays a certain role in the staff as well as the quality of service at the Spa Promoting supervision will help employees seriously deploy and perform their duties in the most scientific way In addition, this will help employees be responsible for preserving assets, and will help maximize the occurrence of damage and loss of Spa equipment so as not to affect the customer service process Currently, the supervision at the Spa is not thorough The current inspection and supervision is only at an average level and there is no inspection and supervision standard Therefore, the inspection and supervision work has not brought maximum efficiency.
Current Situation of the Spa Workforce Quality
Table 4.6 The Customer’s Evaluation of Handling Customer Problems
Very satisficed Satisfied Neutral Quite dissatisfied Dissatisfied
The table 4.6 demonstrates the high degree of customer satisfaction with problem-solving abilities 49% of visitors expressed high levels of satisfaction,while 6% had no opinion about the process of issue solving This indicates that guests have a positive perception of the hotel's Spa Reception department's approach to problem-solving Nonetheless, 27% of patron express dissatisfaction due to the spa receptionist's slow response times The reason for the delayed resolution of client issues might be the intricate working procedures of the hotel and the disparity in office and operational work hours The fact that there are only so many treatments available and too many clients at once is another factor There are just two treatments available at the spa When there are a lot of patrons, the spa receptionist cannot handle the volume and clients must wait a long period for her to summon outside workers To ensure that clients feel more secure and content while using the hotel's services in the future, the hotel ought to recruit and educate additional treatment teams.
Table 4.7 Quality of the Spa Department Workforce – New Orient Hotel
No Position Expertise Attitude Skills Information technology
Graduated from university or higher; has relevant specialized knowledge
Understands knowledge and treatments available in the Spa
Gets along well with subordinates, is straightforwar d, distinguishes between public and private interests, understands customers, and respect employees and customers
Has good behavioral and communic ation skills, flexible in all situations;
People manageme nt and employee developme nt skills;
Good at office: excel, word, outlook
2 Receptionists Graduated from university or higher;
Get along, support each other and support department heads in their work, respect each other and
Customer care skills, private sales consulting
Proficient in Excel and word customers services);
3 Staff Graduated from college or higher;
Master knowledge of treatments and therapies in Spa
Get along, support each other and support department heads in their work, respect each other and respect customers
(Source: Human Resources Department - New Orient Hotel Danang)
- Department Head position: this is an important position for the hotel in general and each department in particular, so the recruitment for this position is also relatively strict, the business will set requirements certain experience and skills The recruitment rate of human resources that meets the criteria set by the business is about 70-80%.
- Receptionist position: currently human resources for receptionist positions (hotels, restaurants in general and spas in particular) are not scarce, the competition is quite high so the recruitment rate is high Meeting the criteria set by the business is about 80-90%.
- Staff position: Spa human resources are still limited because currently theSpa industry's human resources require high skills, qualifications, andEnglish Spa hotels' recruitment needs are also relatively high, leading to a shortage shortages and difficulties in recruitment The recruitment rate of human resources that meets the criteria set by the business is about 45-60%.
4.3.2 Factors Affecting the Quality of the Spa Department's Workforce
Human resource recruitment is the process of finding, attracting, selecting and evaluating candidates in many different aspects based on job requirements, to find suitable people to supplement the workforce Necessary labor to meet the labor requirements of the enterprise.
(Source: Human Resources Department - New Orient Hotel Danang)
Diagram 4.1 Human resource Recruitment Process
Recruitment process: Businesses will post recruitment information on social platforms (Hoteljob.com, Facebook, ) Candidates submit applications for the position they desire The human resources department will filter The documents match the criteria set by the business Contact the candidate to make an interview appointment Notification of results will be sent to the candidate's email within 2-3 working days
If the candidate meets the criteria and passes the interview round with the Head of the relevant department, HR will send a notice of acceptance with a job offer letter and a start date appointment.
Contact for interview Businesses post recruitment information
The human resources department receives applications from candidates Filter out profiles that match your business's criteria
If the candidate meets all the criteria but does not pass the interview round with the Head of the relevant department, HR will send an email notifying the candidate of not being accepted, appointing the candidate to another recruitment round and thanking the candidate for their participation care about business.
When hired, a sphinx will go through 1-2 months of probation depending on the business (the probationary period at New Orient Hotel is 2 months).
During the probationary period, the manager will evaluate the employee based on attitude and Whether or not the ability to work meets the company's criteria will make official decisions about implementing the labor contract.
Human resource training is an activity that takes place within a specified period of time for an enterprise The purpose of this activity is to overcome missing skills and improve professional knowledge of personnel, so that they better understand their tasks.
Training on general knowledge about the hotel and department: regularly have training sessions (for new personnel) and knowledge testing (for old personnel) about the business in general and the hotel in particular Clearly state the function, importance and revenue performance of each department.
Appreciate the mission and contributions of each individual to create the collective.
Training on knowledge and skills to handle problems in the hotel: periodically there will be training sessions for all hotel personnel on knowledge and skills to handle problems such as stuck elevators machine,power failure, fire, explosion, etc.
Management and supervision is a method implemented by businesses to easily monitor the quality of the workforce, monitor business activities through reporting, organize and reasonably allocate resources Human resources of hotel departments in general and each department in particular.
Evaluate personnel performance to provide methods for improving and training human resources.
There are 3 shifts in a day including 2 main shifts from 9:00 a.m to 5:30 p.m and 1:30 p.m to 10:00 p.m in addition to 1 additional shift from 11:30 a.m to 8:00 p.m when needed Personnel will be arranged evenly to ensure that each shift will have at least 1 Receptionist and 1 Technician The person responsible for supervising and managing employees will be the DepartmentHead, with a frequency of 5 days/week The department head will supervise employees in implementing procedures during the shift, remind employees if they do not do things correctly or give instructions when employees do not know what to do, and will also support employees when encountering difficult situations treatment.
Evaluation of the Service Process and Workforce Quality at Elys Spa
Spa New Orient Hotel 4.4.1 Strong Points
• The service process has partly met customers' expectations and has been accepted and rated quite well by most customers.
• There are many treatment courses for customers to choose according to their wishes.
As for the layout: The areas are fully arranged such as tables, chairs and necessary items, the Spa is decorated quite beautifully and the items are arranged and arranged reasonably.
• The technical facilities in the Spa are quite complete, synchronous in quantity, and the equipment is quite complete, meeting the needs of serving guests well.
• The fire fighting system is arranged in accordance with regulations, always ready to operate in case of a fire or explosion incident.
• Personnel coordinate closely and support each other to bring the best performance and boost revenue.
• Enthusiastic, energetic, taking care of customers to the best of our ability, creating connections between employees and customers as well as between relevant departments.
• Promote personal strengths The department head has a good human resource management plan and offers service innovation strategies to boost revenue Always support employees as much as possible, especially when handling situations.
- Regarding the service process: During the service process, some employees skip some steps or make mistakes, leading to customer dissatisfaction and reducing service quality.
- Regarding the quality of human resources and recruitment: Although the rejection rate of human resources is low, it is still necessary to pay attention to the quality of human resources The technician recruitment rate is not high, so there needs to be appropriate solutions to improve recruitment.
- Regarding training: Need to strengthen training, specifically training for new employees, advanced training for old employees and creating conditions for potential human resources to receive professional training for development and advancement in the future.
- Regarding management and supervision: Department heads need to have solutions to motivate employees to work effectively and responsibly (for example, reward and discipline employees).
SOME DIFICULTIES AND SOLUTIONS TO IMPROVE
Difficulties
Besides the achievements, the hotel also has limitations that need to be overcome for the business to be highly effective such as:
• Sometimes staff are a bit careless and forget to confirm service information, leading to errors in the process of receiving requests from customers.
• Many times, staff do not provide a form to fill out customer request information about the treatment process, which hinders the reception of customer requests and transmission to the technician, not providing the best treatment process for customers.
• Sometimes the number of customers coming to the Spa is quite large, service, so they don't know if the customer is satisfied or not, what they like and don't like, and if they want to come back to the Spa in the future no.
• When the receptionist announces customer information to the technician via walkie-talkie, many times the walkie-talkie has interference, does not convey all the customer's information and the technician cannot hear the information clearly, affecting the treatment customer data.
The Spa's sound system is noisy So the quality of music playback is not good, making visitors uncomfortable.
• The LED lighting system is dimmed and broken Many shadows in the guest restroom area and the reception desk is slow The outside of the light bulb was still dusty and had not been cleaned.
• The towel cart is rusted, affecting the transportation of items.
• The hotel's poor soundproofing affects the Spa area, which causes discomfort for customers and affects the quality of service.
• Guest bathrooms sometimes smell like sewers There needs to be a handling plan so as not to affect customers.
• Because the number of guests is not many, there are few technicians.
Sometimes many guests book appointments at the same time, the Spa receptionist has to call an outside technician to not affect the customer service process.
• Many customers come in groups and technicians do not have much influence on the service process.
• Fabric items such as towels and bath robes are not cleaned at home and have to be processed many times.
• Raw materials are natural products so the preservation period is quite short and easily damaged
Solutions
Through my internship at the Spa, I realized that the Spa's service process is relatively good Service processes at the Spa include many specific implementation details and operations with advantages and limitations that affect service quality Therefore, reviewing and perfecting service processes is an extremely important solution to improve and contribute to improving the hotel's service quality to meet the increasing needs of customers.
Staff need to be trained in additional ways to communicate with guests:
Spa staff's foreign language skills are at an average - good level, however, setting such high standards of communication can help the staff's service ability be more effective and create Consistency in work process.
We should not be carelessly creative or ignore some service processes for some reason such as too many customers, too many customers ordering services, etc Instead, we should summarize and combine them into one number of steps together in faster, more accurate operations instead of skipping steps For example, during the process of introducing the treatment, we should prepare a bill so that diners can sign immediately after being introduced to the treatment And while the customer signs and checks the bill, we perform the remaining steps to save more time in the service process.
Should improve the professional capacity of the workforce:
- Paying attention to regular staff training, this will help improve employees' knowledge, skills, attitudes and behaviors, in order to bring the best service and satisfaction to customers Client.
- Strengthening the application of compensation and material incentives to help employees develop, contribute, and be more motivated to work In addition, penalties are also applied when employees are negligent, make mistakes, or cause material damage in the Spa.
Completing and always supplementing technical facilities:
- Service processes will not be performed flawlessly without good technical facilities During the process of serving customers, missing or damaged tools are taboo because they will affect the customer service process Therefore, maintaining and taking care of additional equipment for service purposes by employees is a prerequisite for professionalism and smoothness in the customer service process.
- Damaged or expired items should be thrown away and replaced with new items to avoid causing harm to customers.
- Strengthening maintenance and upkeep of technical facilities, especially high-value assets, to ensure long-term use of assets and reduce replacement costs.
- Employees must regularly clean and store equipment in a dry place.
Avoid damage during work that disrupts the service process Check the machine and repair any damage Small damage will prevent major damage in the future.
- In addition to maintaining the technical system, maintaining the facilities is a necessary activity for Spas Maintenance activities aim to ensure that all technical facilities are always in good operating condition Good maintenance is the basis for ensuring smooth service processes, improving the efficiency of using technical facilities, reducing business costs, saving investment, and preventing labor accidents.
- Managers should control customer service items so that they can be updated accurately and specifically, avoiding shortages of items but late detection, which affects the working process of employees.
CONCLUSION AND SUGGESTIONS
Suggestions
- Foreign languages are an important means of communication in social life in general and in the tourism service industry in particular This is a tool that helps us communicate, work and participate directly in international activities.
In the current context of globalization and international integration, equipping yourself with knowledge and constantly improving your foreign language skills is essential.
- Department Heads: Every week there will always be a meeting between the Board of Directors and Department Heads for the purpose of reporting business results and reporting the operating situation for a week You can improve your foreign language skills by communicating completely in English in meetings In addition to improving specialized foreign languages, the ability to report and present in English will also be significantly improved.
- Reception: Up to 75% of customers at New Orient Hotel are foreign guests, so during work, the receptionist will mainly communicate in English,so foreign language proficiency is always at a low level standard However, communication with customers will sometimes not only focus on professional issues but will be more extensive, so improving foreign language skills is also necessary in this position As well as communication between the Board of Directors and Department Heads, in the entire hotel environment in general and each department in particular, personnel should still be encouraged to communicate with each other in English.
- Technicians: this position mainly directly takes care of customers, and the nature of the Spa is to provide relaxing therapies to customers, so while customers use the service, won't communicate much However, within a department, mutual support between positions is still needed, so Technicians also need to be encouraged to improve their foreign language skills.
In addition to encouraging human resources to improve their English proficiency, we should create motivation and create conditions for employees who want to learn and improve other foreign languages (Korean, Chinese) to suit their needs.
- Improving professional qualifications and skills in the working environment is extremely necessary The economy and society will always develop, so the demand for the quality of life of consumers will also improve.
The provision of products and services needs to be of better quality to suit customer needs.
- Department Head: This is a position that does not regularly have direct contact with customers, except in special situations However, the DepartmentHead will be the one who directly trains his or her employees, so in improving professional qualifications and skills, the Department Head will have to be the pioneer The department head must regularly update new beauty trends and relaxation therapies that can be combined for different uses.
In addition, it is necessary to improve reporting, accounting and management skills to be able to run the department well.
- Receptionists: Besides improving foreign language skills during work, skills and expertise also need to be improved The Department Head must regularly check the standard procedures that the Receptionist needs to follow, then make adjustments if necessary so that the procedures can be performed more professionally In addition, reporting and statistical operations will be added for the Receptionist to understand and implement.
- Technicians: This position always needs to improve professional qualifications, skills are not only stable but increasingly improved Because this is the person who brings products and services directly to customers to experience, advanced training is always given priority Periodically every month, the Head of Department will conduct tests on customer service processes, check relaxation therapies as well as the skills of technicians, thereby evaluating the level of expertise and recommending methods editing, advanced training.
- Training for new employees: Whether candidates have experience or not,they will undergo a training and probationary period of 1-2 months (for experienced candidates) and 3- 4 months (for new graduates or graduates with related majors) Because each business/hotel will have different operations and processes (some points), training new employees is always an indispensable step Employees will be fully disseminated with specific information about the hotel (structure, operating system, history, investor,etc.), instructions on the operating system and specific processes within the
- Retraining for unsatisfactory employees: During the probationary training process, it is unavoidable that employees do not remember the entire process clearly and completely at first, so the Department Head must manage and Supervise to promptly train and instruct employees on shortcomings and unsatisfactory areas during the probationary period.
- On-the-job training: During the work process, in addition to the processes and skills required by the business, employees will have the opportunity to cultivate and receive additional training in other aspects such as sales skills ( products, services), customer care skills (consulting), customer complaint handling skills, etc.
- Training for employees with development potential: There will always be employees with more development potential than the rest, this will be observed and evaluated by the Department Head during the working process.
For potential employees, businesses will choose to provide more in-depth training on the skills and operations necessary for future advancement so that employees can develop to higher positions.
- Strengthening management and supervision is the task and responsibility of management levels to ensure business operations run smoothly and also create links between departments to work together to create a strong team.
- Management and supervision in the reception department: the manager must know how to make employees actively work and constantly develop themselves This is also the main face of the department, so they will take on this part Much of the work involves communication and reporting, so the Department Head needs to monitor and check more closely.
- During a working day, the Department Head must be present for at least one shift to supervise personnel and provide support when necessary.
Conclusion 60 REFERENCES
I learned how fortunate I was to select this major over my four years of college, and I also picked up a lot of new skills I would like to offer the university some of my personal insights I'm hoping it can be helpful in the following ways:
In order to give students as many possibilities as possible for real-world experience and career visualization, it is my intention that the English faculty at Duy Tan University would collaborate with numerous businesses and organizations that specialize in services and foreign languages It is important to arrange multiple practical internships for students to refine their hotel industry understanding Students will benefit from being exposed to genuine surroundings, prevent needless embarrassment when they start to work, and develop their confidence, dynamism, communication skills, and soft skills.
Students can gain experience and practice through these activities Soft skills like public speaking, job skills, and communication are also crucial.
Instructors should try to incorporate related courses so that students can practice these abilities.
[1] Keith, H (1998) Going International: English for Tourism, Published by Oxford University Press, USA.
[2] Sudhir, A (2007) Introduction to Tourism and Hospitality Industry, New Delhi, the McGraw Hill Companies Hill Companies.
[1] New Orient hotel Website: https://neworienthoteldanang.com/
[2] Article about Da Nang - A City Worth Living https://baodauthau.vn/chan - dung - thanh - pho - duoc - menh - danh - dang - song - bac - nhat - the - gioi post140270.html
[3] Article on the Development Potential of the Spa Industry https://www.huongnghiepaau.com/tiem - nang - phat - trien - nganh - spa - tai - viet -nam [4] Hoteljob.vn - Functions and Tasks of hotel Departments https://www.hoteljob.vn/tin - tuc/chuc - nang - nhiem - vi - cua - cac - bo - phan - trong - khach - san
[5] Article about The Opening of New Orient Hotel Danang https://cadn.com.vn/khai - truong - khach - san - new - orient - da - nang - post187299.html
[6] Definition and Classification of Spa https://lagi.wiki/spa
My name is To Anh Thu Thao – A student of English for Tourism At Duy Tan Unviversity " An Investigation into the real situation and Some Solutions for Improving Service Quality Spa at New Orient Hotel " is my graduation thesis.
Completing the survey takes about five minutes I'll be able to write my essay with additional detail thanks to your input This will assist the Spa's Reception area in raising the standard of their services.
We guarantee that the information you provide will be kept private and used only for that reason.
I am really grateful for your assistance!
Age: Less than 22 ☐ 22-55 years old ☐ More than 55 years old ☐
2 How many times have you stayed at New Orient Hotel?
3 You know New Orient Hotel via
4 Evaluate the Quality of Spa Reception Service at New Orient
Above expectation Meet expectation Below expectation
5 If you have any feedbacks for us to improve service quality, please write down below:
6 Are you ready to introduce New Orient Hotel to your friends, relatives, or colleagues, etc.?
☐ Yes ☐ Not sure ☐ No7 If you have a chance to come back to Da Nang, will you stay again at New Orient Hotel?
Thank you so much for your help!