some mothods to improve service at bong sen hotel annex

EDUCATION AND TRAINING OF DEPARTMENT GIA DINH UNIVERSITY FACULTY OF FOREIGN LANGUAGE INTERNSHIP REPORT SOME MOTHODS TO IMPROVE SERVICE AT BONG SEN HOTEL ANNEX Instructor: Mrs. NGUYEN THI NGOC ANH Student: NGUYEN DUC TUAN Student’s code: 1031701009 Class: 04DHTA-TMDL Course: 2010-2014 Ho Chi Minh City, April 25, 2014 Page 1 EDUCATION AND TRAINING OF DEPARTMENT GIA DINH UNIVERSITY FACULTY OF FOREIGN LANGUAGE INTERNSHIP REPORT SOME MOTHODS TO IMPROVE SERVICE AT BONG SEN HOTEL ANNEX Instructor: Mrs. NGUYEN THI NGOC ANH Student: NGUYEN DUC TUAN Student’s code: 1031701009 Class: 04DHTA-TMDL Course: 2010-2014 Ho Chi Minh City, April 25, 2014 ACKNOWLEDGEMENTS *** During four years of university, this is probably the most important period for me. Preparing step out of universities and preparing knowledge to step into life. I would like to to thank these lecturers at GIA DINH University has devoted teaching and guiding us in learning time and research at university. I wish to thank agency of internship Bong Sen Hotel has created the best conditions for me has the opportunity to internship. In particular, I wish to thank these staffs in Housekeeping departments such as: Ms. Nhan, An uncle, Ms. Loan, Ms Phung,Ms Hoa have enthusiastic guidance and help me a lot of during four week internship at Bong Sen Hotel Annex. I also wish to thank these brothers and sisters staffs in Restaurant department such as: Ms Quyen, Mr Toan, Ms Thu, Ms Ly have enthusiastic guidance and give mea lot of advice during two week intership at Bong Sen Hotel Sai Gon. And finally, I would like to thank my instructor Mrs. Nguyen Thi Ngoc Anh has devoted orientation, comments and suggestions to help me complete this internship report. Despite trying my best but unavoidable flaws in the report, I hope will receive the comments of teachers to my internship report more complete. Sincerely thank you! Nguyen Duc Tuan INSTRUCTOR’S COMMENTS: *** 1. Attitude and behaviors in internship period: 2. Expert knowledge: 3. Recognizing reality: 4. Other Assessment: 5. Overall assessment of internship results: Ho Chi Minh City, April 25, 2014 Confirmation of Instructor: TABLE OF CONTENTS PREFACE ……………………………………………………. … 1 CHAPTER I: THEORETICAL BASIS……………………………4 1. Some concepts.……………………… ……………………… 4 1.1. Hotel business……………………………………………4 1.1.1. The definition of hotel business….………… 4 1.1.2. The role and importance of services……………….….5 1.1.3. Feature of hotel business………………………………6 1.1.4. The meaning of hotel business…………………………7 1.2. Service…………………………………………….………8 1.2.1. The definition of hotel service…………………… …9 1.2.2. Features of Services…………………………….…….10 1.2.3. Classification services of hotel……………………… 12 CHAPTER II: OVERVIEW OF BONG SEN HOTEL ANNEX………13 2.1. The history and development of Bong Sen Hotel Annex………………………………….…………………13 2.2. The business field at Bong Sen Hotel Annex…………….15 2.3. The organizational structures at Bong Sen Hotel Annex 18 2.4. The duty of each deparment…………………….…19 Chapter III: CURRENT SITUATION OF BONG SEN ANNEX HOTEL…………………………………………… 21 3.1. Strong Points… ……………………………………… 21 3.1.1. Staff.……………………………………………… 21 3.1.2. Facility………………………………………… …22 3.2. Weak points……………………………………………… 23 3.2.1. Staff…………………………………………………23 3.2.2. Facility………………………………………………23 Page 5 3.3. Opportunities……………………………………………….24 3.4. Risk……………………………………………………… 25 CHAPTER IV: SOLUTIONS AND CONCLUSION 4.1. Solutions improve service.…………………………………25 4.1.1. Staff………………………………………………….25 4.1.1.1. Improving qualifications for staff…………26 4.1.1.2. Ensuring about staff numbers…………… 26 4.1.1.3. Perfecting process of service provision… 27 4.1.2. Facility 4.1.2.1. Improve infrastructure…………………….27 4.1.2.2. Upgrades equipment and instruments…….28 4.1.2.3. Construction work environment for staff….29 4.2. More suggestion……………………….………………… 29 4.2.1. Learn about the cultural and entertainment demands of guests……………… …… ……………………….29 4.2.2. Always survey the satisfaction of customer in service……………… … ………………… ……29 4.2.3. Never say “No” with customers' requirements………………….…………………… 30 4.2.4. The establishmen of service standards …………… 31 CONCLUSION………………………………………………… 32 REFERENCE…………………………………………………… 33 APPENDIX………………………………………………………………34 Page 6 PREFACE Reasons for choosing this topic In recent years, the Party and State have policies investment, promotion encourage the development of tourism, especially by decision of the Prime Minister number of 92/2002/QD-TTG has approved about strategy development of tourism Viet Nam has become a spearhead economic industry. The development of the tourism industry has contributed to promote the production branches and other service development, especially is hotel business. The tourism business is a field very "Hot" and Vietnam is a country with tourism potential is very high, with many beautiful landscapes about 40,000 monuments and beautiful beaches, it is the factor for the development of tourism into a spearhead economic sector. Besides, Viet Nam has officially become a member of the World Trade Organization (WTO), this process has brought a lot of opportunities for tourism and including business hotels. This is a good opportunity for hotels exploit and serve a larger market and expand its fame. Catch this opportunity, Hotels have been built and “spring up like mushrooms” at Ho Chi Minh City. All hotels in Ho Chi Minh City have realized that, so hotels has started into the upgrade of product and provide the best service to customers. With the guideline "Always uphold the quality and the satisfaction of customer-centric". Because of this that the supply and improve the quality of service to customers is a key issue of every hotel to be able to compete with the fierce market in HCM city. I wanted to use the knowledge accumulated in the past four years to apply the fact to be able to work together to build and maintain brand of Bong Sen Hotel. So I decided to choose topics “Some methods to improve the services at Bong Sen Hotel Annex”. Research purposes Research some theoretical basis about hotel business and the linkages between hotels business with hotel services Research some theoretical basis about hotel services and the importance of improving services. Research the status of business operations at Bong Sen Hotel Annex. Giving comments on the status of hotels and set out a number of specific measures to improving the quality service at Bong Sen Hotel Annex. The limitation of the topic Studying on the service type at Bong Sen Hotel Annex Service decides turnover and development of hotel Improve service is an important issue at Bong Sen Hotel Annex Internship period at Bong Sen Hotel Annex is 6 weeks Research methods Internship report using research methods: The actual survey methods: Internships at Housekeeping department and Restaurant department and survey other departments at Bong Sen Hotel Annex. Observation methods Methodology: Using interpretation methods, inductive, comparison The structure of the internship reports The content of this internship report include 4 parts: Chapter I: THEORETICAL BASIS Learn the basic knowledge of hotel business and services at hotel to get an overview from this industry and apply into fact at Bong Sen Annex hotel. Learn the products of services, role and features of the service at the hotel. Learn about the types of services and the importance of improving the service in the hotel. The process of learning theoretical basis in chapter I will be the basis to analyze the status of hotels in Chapter III and give some solutions to improve services in Chapter IV. Chapter II: OVERVIEW OF BONG SEN HOTEL ANNEX Learn an overview of Bong Sen hotel Annex about history of the hotel, the construction process, development processes, geographical location and some information relevant to Bong Sen Hotel Annex. Chapter III: STATUS OF BONG SEN HOTEL ANNEX From the theoretical basis about service in Chapter I and some overview knowledge about Bong Sen Hotel Annex in Chapter II, apply observation methods to analyze the service status of Bong Sen Hotel Annex and given strong points, weak points, opportunities and risks at the hotel. Chapter IV: CONCLUSIONS AND SOLUTIONS From the analysis about service status in Chapter III, I have analyzed the strong points and weak points of Bong Sen Hotel Annex, through which give some solution solutions to improve weak points with the aim of improving the service of hotels the next time. CONTENT OF THE REPORT Chapter I: THEORETICAL BASIS Some concepts Hotel business The definition of hotel business Today the hotel industry is one of the rapid development industries, earning a lot of foreign currency and increasingly asserted its position as a spearhead economic industry. Initially, the hotel business is just business operations to satisfy accommodation for guest. But later, guest became difficult and more required for demand themselves and hoteliers always want to satisfy all the demands of guest with the aim to earn more profit. The main business activity of the hotel business is accommodation services and restaurants. Today with the development of the tourism industry and attract competition, hotel business constantly being expanding and diversifying. Specialists in the field of hotel business usually use two concepts: Hotel business in the broad and narrow sense. In broad sense, business hotel is activities of providing of services to meet the demands for accommodation and food service for guest. And in the narrow sense, business hotel only ensure the service needs to sleep, stay for visitors. Economy ever growing, the physical life of the people has been increasingly be better improved, People have condition to take care of myself and tend to more enjoy, the number of people traveling on the increase. Along with the development of tourism activities, the competition between the hotels to attract more guests and especially the guests have [...]... Chapter II: OVERVIEW OF BONG SEN HOTEL ANNEX The history and development of Bong Sen Hotel Annex Bong Sen Hotel Annex is located on 61-63 Hai Ba Trung Street District 1, Ho Chi Minh City, is a branch expanded from Bong Sen Hotel Saigon, located in the commercial centers, entertainment, shopping, night clubs, coffee shops, restaurants and banks Image 1: Bong Sen Hotel Annex Bong Sen Hotel Saigon founded... in order to satisfy needs of customer, especially the customers have solvency of hotel services In other words, hotel service is all service products that hotels offer in order to satisfy demands of customers since they contact and registration of room until leaving hotel, could tell a few examples of hotel services such as for rent accommodation, food services in the restaurant, beauty care services... the hotel Service keeps an important role, so that should be of interest and investment in the right direction Feature of hotel business Hotel business dependent on tourism resources at tourist spots The hotel s customers are mainly tourists, so tourist resources have great impacts to the hotel business Because customers want to visit, relax and explore the tourist sports should use the accommodation... Bong Sen Joint Stock Company is enterprise a member of Saigon Tourist Group Bong Sen Hotel Sai Gon has 127 rooms and 4 meeting rooms, 3 restaurants, 1 1 gym and 1 massage area, located 117-123 Dong Khoi Street District 1, Ho Chi Minh City After a period of work efficiently, so CEO of Saigon Bong Sen Hotel has decided to open more branches 1 and Bong Sen Annex Hotel was founded 1997 Bong Sen Hotel Annex. .. in the hotel clean lobby area and public areas Chapter III: CURRENT SITUATION OF BONG SEN ANNEX HOTEL Strong Points Staff Bong Sen Hotel Annex has 45 staffs in which 40% are university and college degree, others are intermediate degree or short-term professional competence courses This suggests that staffs at Bong Sen Hotel Annex have full qualificationsand professional competence skills to service. .. the hotel are divided into two types: “Main service and Additional services” This is the most common classification because it has highlighted the type of service that the hotel can serve for customers Main service These basic services in hotels usually include accommodations and services, these services serve the the essential needs (demand feeding, resting needs) of visitors when they stay at the hotel. .. growth, Services appropriate a large part of total sales in all operations of the hotel Services to be taking an increasingly important role in the economy of each nation: Services help businesses to sell goods and earn a lot of profit Services help to develop the market and keep the stable market Good service can satisfy the needs of customers and to attract more customers, increase turnover and reputation... good, Because costomer rarely been tried of service before they buy, it's hard to feel the quality, difficult to choose services, providers of service hard to advertise about service Therefore, the service would be hard to sell more goods Impacts of Intangible properties: The customer is difficult to imagine the service The customer is difficult to try before buy The customer is difficult to judge the... comfortable Facility Bong Sen Hotel Annex is a branch expanded from Bong Sen Hotel Saigon, is enterprise a member of Saigon Tourist Group should have have prestigious brand perennial from 1975 and there are strong financial resources Bong Sen Hotel Annex located in the center of Saigon, commercial center, entertainment and shopping, night clubs, coffee shops, restaurants and banks Bong Sen Hotel Annex has 57... properties Service only exists at the time that it is provided Therefore, service can not mass produce to bring into the storage deport and waiting the market has demand then brought to sell For example: A plane took off on time with half the number of seats vacant will accept incur losses, can not retain the seats that to sell at another time when a large number of passengers have demand to fly in . measures to improving the quality service at Bong Sen Hotel Annex. The limitation of the topic Studying on the service type at Bong Sen Hotel Annex Service decides turnover and development of hotel Improve. and development of Bong Sen Hotel Annex ……………………………….…………………13 2.2. The business field at Bong Sen Hotel Annex ………….15 2.3. The organizational structures at Bong Sen Hotel Annex 18 2.4. The duty. of hotel business and services at hotel to get an overview from this industry and apply into fact at Bong Sen Annex hotel. Learn the products of services, role and features of the service at