Improving the quality of domestic tourism service at the asia tourism and trade co LTD

TRAN Thi Kim Thanh THE ASIA TOURISM AND TRADE CO.,LTD NINH CROSSROADS, CHUC SON TOWN, CHUONG MY DISTRICT, HANOI Working period from Feb, 10th – May 8th, 2020 IMPROVING THE QUALITY OF DOMESTIC TOURISM SERVICE AT THE ASIA TOURISM AND TRADE CO.,LTD Tutor in University Tutor in the company M.S Nguyen Thi Huyen Ngan Mr Bui Ba Tuan Hanoi, 2020 ACKNOWLEDGEMENT First of all, I would like to express my sincere and deepest thanks to the International Cooperation Institute of Thuongmai University, the Board of Directors of Thuongmai University and Toulon University - France have the best learning opportunity in the past 3 years At the same time, I would like to send my most sincere thanks to M.S Nguyen Thi Huyen Ngan - who advised, guided and assisted me in orienting, implementing and completing the graduation thesis I wish the teachers are always healthy, good work forever are the noble ferry drivers in the future trips During the course of making an essay ‘’ Improving the quality of domestic tourism service at The Asia Tourism and Trade Co.LTD '', I received enthusiastic help from companies and individuals on surveys and surveys , information, figures and photos I would like to express my thanks to all officials and employees of The Asia Tourism and Trade Co., Ltd Hanoi, March 2020 Student Tran Thi Kim Thanh i TABLE OF CONTENT ACKNOWLEDGEMENT .i LIST OF TABLES AND DIAGRAM iv INTRODUCTION 1 CHAPTER 1: OVERVIEW ABOUT THE ASIA TOURISM AND TRADE CO., LTD 2 1.1 Overview of the business operations of the company 2 1.2 History of the establishment and development of the company 2 1.3.Operations and products of the Company 3 1.4 Organizational structure 4 1.5 Introduce about the services that I practice at the company .6 CHAPTER 2: OBJECTIVE AND RESEARCH ISSUES 7 2.1 General background of the company 7 2.2 Business results 7 2.3 The issue of the quality of domestic tourism service at The Asia Tourism and Trade Co., Ltd 8 2.3.1 Domestic tours of the company 8 2.3.2 Quality of domestic travel services 9 2.3.2.1 About designing the tours: 9 2.3.2.2 About the quality of tour operation 10 2.3.2.3 About the quality of tour guides .11 2.3.2.4 About the quality of customers care .11 2.4 Strategic direction 12 2.5.Competitors .13 2.6 SWOT analysis .14 3.1 Context 17 3.2 Objectives of the project .18 3.3 Possible solutions and options .18 3.3.1 Solutions to improve the quality of facilities 18 3.3.2 Solutions to improve the service quality of employees 19 3.3.3 Solutions to improve the quality of tours design 19 3.3.4 Solutions to improve the quality of tour guide 20 3.3.5 Improving the quality of accommodation, food and transportation services .20 3.4 Work implementation plan and work done 21 ii 3.5 Implementation process 22 3.5.1 Mission 1: Trained about the company’s products .22 3.5.2.Mission 2 : Taking part in Bai Dinh – Trang An tour and becoming a tourguide 23 3.5.3.Mission 3 : Learning , collecting customer reviews about the quality of the company's services 23 3.5.4 Mission 4: Research customers' desires and needs about improving the quality of domestic tourism services .30 3.5.5 Mission 5 : Implement solutions to improve the quality of domestic tourism services 31 CHAPTER 4 DIFFICULTIES AND SOLUTIONS 33 4.1 Real environmetal difficulties .34 4.2 Time difficulties 34 4.3 Work pressure difficulties .34 CHAPTER 5 CONCLUSION .36 5.1 Evaluation of project implementation process 36 5.1 Experiences .36 5.2 Offers .36 APPENDIX 38 ABSTRACT 47 LIST OF TABLES AND DIAGRAM Diagram 1.1 Company organization chart .4 Table 2.1 Summary of revenue of Asia Trade and Tourism Limited Company in the years 2017,2018,2019 7 iii Table 2.2 Some inland tours that the company is providing .8 Table 2.3 SWOT analysis of the company .14 Table 3.2 Customer reviews about accommodation 26 Table 3.3 Customer reviews about the transportation 27 Table 3.4 Customer reviews about tours 28 Table 3.5 Customer reviews about catering service .29 Table 3.6 General customer reviews 30 iv INTRODUCTION Overview about the Asia Tourism and Trade Co., LTD Asia Trade and Tourism Co., Ltd was established and in 2005, experienced many ups and downs and changes, up to now the company has achieved remarkable achievements and obtained a business relationship in tourism and services calendar with a number of domestic and foreign partners With more than 15 years of development, Asia Tourism has gradually affirmed its brand in the competitive tourism market and is pleased to be the organizational unit of the type and type of tourism With the motto: The value of the brand is formed from the trust of customers Therefore, the goal of each trip is not only the satisfaction of customers but also the mark of the dedication of the company's staff and employees Overview about the project - Name of the project : Improving the quality of domestic tourism service at The Asia Tourism and Trade Co.LTD - The aim of the project : Collect customer feedback on the quality of domestic travel services Record customers' desire for change in tour quality Identify the current tour quality that the company is providing From there, identify the shortcomings to complete the tour with the best quality Proposing some solutions to improve the quality of domestic tourism service at the company Completing the quality of the company's travel services according to the proposed solutions Report’s structure My project is divided into 5 chapters CHAPTER 1 : Overview about the company CHAPTER 2 : Objective and research issues CHAPTER 3 : My missions CHAPTER 4 : Difficulties and Solutions CHAPTER 5 : Conclusion 1 CHAPTER 1: OVERVIEW ABOUT THE ASIA TOURISM AND TRADE CO., LTD 1.1 Overview of the business operations of the company Name of the company: The Asia Tourism and Trade Co.,LTD Nationality: Vietnam Headquarters : Ninh Crossroad, Chuc Son town, Chuong My district, Ha Noi Legal representative : Mr Bui Ba Tuan Number of employees: 45 Tax code: 0500472515 The company was founded and operated by young, dynamic people, always exploring new travel trends, outstanding tourist destinations and constantly improving service quality to bring customers satisfaction , interesting experiences on each trip and building entertainment services to increase the uniqueness and attractiveness 1.2 History of the establishment and development of the company The Asia Tourism and Trade Co., Ltd was established on 01/03/2005 with the main business activities: travel services, tour booking, hotel booking, flight booking, car rental In the early days of its establishment, the company had only 6 employees in charge of different fields Due to the limited number of employees, the company's main task is to develop the domestic tourism market and the target customers are Vietnamese tourists traveling in the country The customer market at that time was mainly acquaintances, relatives, friends, and only organized group tours when there were enough members At the time, services such as hotel reservations, air ticket booking, etc were not developed as they were now After a long development, in recent years, along with the development of the tourism industry as well as the increasing trend of travel needs of customers The company has been expanding its target market, diversifying the services it provides, and developing dynamic, creative and experienced human resources Currently the company has 45 employees distributed in different departments In accordance with the development trend, the company has developed a diversified business of tourism products and services The company has successfully organized many domestic and foreign tours, leaving an impression on visitors after each trip The number of customers of the company is increasing on the main reason that customers feel satisfied with the services that the company provides, then these customers introduce and promote products, Service provided by the company to its relatives and friends Besides, customers themselves learn and come to the company, and the company's departments have contacted and exploited information to serve customers in the most professional way With the motto "Add a journey, add more emotions" with modern facilities and longterm relationships with partners and customers The company is constantly innovating and 2 striving to provide the best products and services, perfect quality, competitive prices giving customers new options Aware that a service business should be anywhere, any product or service and any customer it strives to serve with enthusiasm and responsibility , always try to listen and understand the needs of customers, along with a youthful and dynamic working style, giving you the highest satisfaction 1.3.Operations and products of the Company The company deals in the fields of domestic and international travel, air tickets, hotel rooms at home and abroad, entertainment services at leading entertainment complexes, However, package tours are the company's main business field, generating the main revenue In addition to the available resources, the company is increasingly improving and improving the quality of service to customers with professional services Currently the company is associated with companies specializing in many fields such as restaurants, hotels, air ticket agents, train tickets, garages, banks, Some of the partners that the company is associated such as Cong Saigontourist Travel Company, Fiditour Travel Joint Stock Company, Toserco Hanoi Tourism Company, , hotels, resorts, banks (Vietnam Joint Stock Commercial Bank for Industry and Trade of Vietnam Vietinbank, bank investment and development of BIDV, Techcombank, ), domestic and international airlines (Vietnam Airlines, Vietjet Air, Bamboo Airways, Air Asia, Lion Airways, China Airlines, Cathay Pacific, ) 1.4 Organizational structure 3 DIRECTOR Human Resource Department Finance and accouting Department Operation Department Air ticket department Domestic Operator Sale Department F.I.T Sale Deparment Customer Care and Media Marketing Department G.I.T Sale Department Outbound Operator Diagram 1.1 Company organization chart (Source: Human Resources and Administration Department of The Asia Tourism and Trade Co., Ltd) The Asia Tourism and Trade Co., Ltd led by Mr Bui Ba Tuan, currently has 45 employees Most employees have a diploma from College to University so generally the quality of the company's labor force is guaranteed Director : Person in charge of all aspects of the Company before the law, directing the heads of departments and will be in charge of making business strategy decisions, development strategies as well as important issues of the company The person in charge of foreign affairs, negotiating and signing contracts with the company's partners such as restaurants, hotels, airlines And is also the company's main spokesman Sale Department : This is an important part of the company, a bridge between the wishes of customers and the business, the input of all business activities The sales department is responsible for developing the business plan from time to time for the company, looking for new partners and customers for the company, advising the director in expanding markets and researching, building and developing new products, making business reports , statistics of volume of transactions with customers periodically Finance an accouting Department : 4 This is a very important and basic department of every company, with the following tasks: + Organizing the implementation of financial and accounting jobs strictly according to the State's accounting regime + Regularly check and adjust the accounting records, make timely periodic reporting + The accounting department is also directly responsible for paying employees' monthly salaries Collecting debts from business partners Human resource Department : Human resource department is a combination of 2 departments, namely administrative and human resource management, so the department has the following functions: + Advise the director on the work of personnel management and staff training for the company, organize courses to improve professional skills for employees, register staff for training and professional training + Searching to collect information on recruitment jobs when requested from the board of directors Operation Department : The executive office plays the role of organizing the production of tourism programs of businesses, which connects businesses with suppliers to create tourism programs This department is responsible for finding sources of customers to build plans and implement services related to tourism programs such as hotel booking, food booking, transportation services to ensure the booking requirements In addition, design tourism products at the request of customers, establish and maintain close relationships with relevant authorities (police, customs, ) and suppliers so that they can be selected the best suppliers Customer care and media Marketing Department : + Develop a plan and organize the implementation of research on the domestic tourism market, competitors, promotion activities, promotion, attracting visitors to the company + Marketing and brand management research, propose marketing plans, promotions and organize events, organize forms of brand promotion + Design, in charge of advertising, printing business products, offers, organizing events for customers outside the company + Customer care: in charge of after-sales services, customer surveys, information software management and customer care research In general, the company's workforce comes from college level upwards so the professional skill is quite good, there is always spirit and responsibility in the work, ready to wholeheartedly serve customers to please customer However, the staff at the company are 5  With a day trip, I choose famous places close to each other, in the same complex of relics for traveling so that visitors can visit and discover the most complete way Tour with price above is very suitable for the customer that the company targets The above prices include transportation, lunch, sightseeing tickets, guides  Tour 2 : Hanoi – Tuyet Tinh Coc – Mua Cave – Bai Dinh – Trang An ( 2 days 1 nights ) Price : 1.650.000VND Day 1 : + The car departs from Hanoi, the first stop is Am Tiem and Tuyet Tinh Coc + Lunch at the restaurant + Then visit the Mua Cave, climb the mountain, conquer Mount Ngoa Long + Check in hotel in Ninh Binh City + Dinner at the hotel Day 2 : + Breakfast buffet at the hotel, then clean up and check out Start the journey to visit Bai Dinh pagoda + Lunch, rest at the restaurant + Finally, come back to Hanoi = > With this 2-day-1-night trip, it is very suitable for families on weekends, reasonable prices, combining both spiritual tourism and eco-tourism on the same trip Still the most attractive tourist destinations in Ninh Binh, I think such a tourism program will get a lot of attention from customers because the trip is not too long but they can just rest, experience, Discover new things The above prices include transportation, lunch, sightseeing tickets, guides After completing the design of two tour programs in Ninh Binh, I emailed the company's leaders to consider and consider designing the tour when the company returned to normal operation This can help improve the quality of tour design from which to improve the quality of domestic tourism services Result : My tour design was sent to the company's design department for image design and posted on the company's website Besides, I have sent the tour content that I have designed for a number of loyal customers of the company and most are supported by everyone, there are also some additional suggestions for the design of the tour more perfectly 32 CHAPTER 4 DIFFICULTIES AND SOLUTIONS 4.1 Real environmetal difficulties When I went to practice, I realized that the real environment was different from the theory I studied at school My theory at school has nothing to do with the work I'm doing The jobs I have been assigned require a lot of soft skills, practical experience, not just the discrete theories I learned at school However, I also try my best to do the job assigned under the guidance of superiors, instructors and employees in the company I try to apply the knowledge I have learned with the ability to observe, pay attention to the way the people around me work so that I can practice and support everyone in the company After a short time, I got used to the job, learned and gained a lot of knowledge and experience from superiors, instructors and company employees to complete the assigned work In addition, the impact of the covid epidemic - 19 was one of the biggest difficulties during my internship at the company Epidemic caused work interruption at the company, could not complete as expected However, the tasks and tasks to complete the report I still try to perform by working online at home to get the best results 4.2 Time difficulties When I go to work, I have to go to work 10 minutes early to come back to the office to organize and prepare clean and neat personal belongings before going into shift Initially, I often went to work by the hour, so I was in a hurry and sometimes late for work Therefore, for such a trainee is an unacceptable thing After a few late trips, I try to adjust my schedule to a reasonable and balanced position with my internship During practice days, I try to go early to prepare well before the next shift, and I also come early to clean up as well as arrange furniture in my work area to be ready to receive guests thoughtful goods While I worked from home due to the epidemic, there were some jobs I needed to work online to collect more data for the report, I had some minor difficulties such as: taking time to waiting for customer feedback, can not directly exchange, take care of specific customers like when working at the office, 4.3 Work pressure difficulties The first two years were focused on studying but now I have to do a lot of things at the same time: studying, graduating and practicing so everything is still new When I first started, I was not fluent in being criticized and reminded Sometimes I feel stressed about the job I am assigned I can't figure out what to do, how to get the job done in the best way 33 I try to be more optimistic every day, start working from simple things and try to talk more and more comfortably with people in the same company.Moreover, I also get a lot of help from instructors, qualified employees at the company Find a few books and online knowledge about work to increase knowledge as well as relax and find the career interest that I am looking forward to 34 CHAPTER 5 CONCLUSION 5.1 Evaluation of project implementation process In general, the current situation of the society, especially the tourism industry, it is difficult to complete the report completely and in detail as originally planned Currently, the number of domestic tourists has decreased by 80% due to the fear of epidemics, this is also the main reason leading to the halted implementation of the project However, with the help from the employees to the leaders of the company, I was able to complete my report although there were still many shortcomings Currently, although it is not possible to apply those solutions in reality to record positive results, I hope that the solutions I have proposed can help the company to somewhat improve its translation quality domestic travel service Without being affected by the covid - 19 and having more time to complete the project, I think I will be able to implement some more solutions to help the company improve the quality of domestic tourism services geography 5.1 Experiences After an internship at Asia Trade and Tourism Co., Ltd., I have learned and improved a lot of knowledge and skills when working in the tourism industry • Lesson about confidence: Being active is the biggest lesson that is also the first lesson I can learn I actively get to know people, actively explore work at the internship, proactively propose and work with everyone • Lesson about soft skills: Tourism is a service industry so soft skills are indispensable when I work in this area These are important subtle skills, even though it's just the way I communicate, listen and express myself Through interpersonal activities, conduct, presentations and group work while practicing at the company, I have gradually cultivated and trained, perfecting my skills Soft skills is one of the important factors that do not accompany me to have the opportunity to work and develop later 5.2 Offers Through research on the situation of the quality of domestic travel services at the Asia Tourism and Trade Co., Ltd., I found that to improve the quality of domestic travel services the company needed to solve the following problem well : For human resources: one of the indispensable factors creating the quality of the 35 company's services Customers also have not high reviews because the customer service skills are not good, the service attitude is lacking enthusiasm Therefore, the need to improve the quality of employees is an important issue that should be a top priority To improve the quality of the company's workforce, implement standards from recruitment to training and labor development to improve the quality of the restaurant workforce In addition, for staff to attend intensive training, exchanges, learn with partners at major travel events For facilities: Replace old accessories, equipment, missing equipment Arrange the reception room, additional waiting tables, fully equipped, clean, cool to create a comfortable, thoughtful space to serve customers more effectively Interested in understanding, consulting customers to know customer needs to improve service quality, meet the maximum needs of customers to make an impression to customers who want to come back later 36 APPENDIX Survey Form Name of the project :Improving the quality of domestic tourism service at The Asia Tourism and Trade Co.LTD I Introduction : Hi Sir / Madame ! Sincerely thank you for your interest and use of our services, in order to improve service quality, better serve customers; We are extremely grateful if you could take a few minutes to fill out the form below: II General information : 1 Age: Under age 18 18 – 40 41 – 60 Over age 60 2 Gender: Male Female 3 How many times have you used domestic travel services at the company? The first time 2-3 times More than 3 times 4 How did you hear about the company's services? Friends, colleagues Relatives Newspaper,magazines, Internet Self- study Other:……………………………………………………………………………… III Questionnaire: For each of the following factors, you give your opinion on the level of satisfaction you have about the statements of the services provided when using domestic travel services at Asia Trade and Tourism Co., Ltd The use of a scale of 1 to 5 is as follows: 37 1 = Very sastisfied 2 = Sastisfied 3 = Have no idea 4 = Unsastisfied 5 = Very Unsastisfied 1 Service information, staff, advice, support 1 2 3 4 5 Easy to find information before a trip The information is clear, detailed and easy to understand Flexible working time Staff attitude is enthusiastic, easy to understand 2 Accommodations: 1 2 3 Check-in time 38 4 5 Cleanliness at the hotels Breakfast - meals Room quality and equipment Comfortable ness Hotel staff attitude 3 Travelling means: 1 2 3 4 5 1 2 3 4 5 Quality transportatio n, safe Time moves quickly Enthusiastic, friendly driver Availability 4 Tour: The content of the tour is rich, attractive and diverse Destinations 39 in the program to ensure safety, interesting and attractive Night show gala, teambuilding (if have) Staff, guides have knowledge, experience, professional service skills 40 5 Meals: 1 2 3 4 5 2 3 4 5 Meal time is streamlined Diverse menu, many typical dishes of tourist destinations Quality food delicious, appetizing Service staff attitude 6 General opinion: 1 You are completely satisfied with the quality of domestic travel services at the company You will introduce to friends and relatives about the services that the company offers You will continue to use the hotel service in the future 41  Please let us know what impressed you when using the services of The Asia Tourism and Trade Co., Ltd.? …………………………………………………………………………………………… ………………………………………………………………………………………  What makes you dissatisfied with the quality of domestic travel services at Asia Tourism and Trade Co., Ltd.? …………………………………………………………………………………………… ……………………………………………………………………………………… THANK YOU FOR YOUR CONTRIBUTION! PRE-WORK PLACEMENT PROFILE SHEET 42 Name First name E-mail Tel/Mobile Thanh Tran Thi Kim Hoangkimthanh1999@ 0971.088.366 gmail.com Company/organisation chosen : THE ASIA TOURISM AND TRADE CO.,LTD Name of project : Improving the quality of domestic tourism service at The Asia Tourism and Trade Co.LTD Address : Ninh Crossroads, Chuc Son Town, Chuong My district, Ha Noi Director : Mr Bui Ba Tuan Tel : 0914.364.750 E-mail : kimthehyyeu2000@yahoo.com Detailed theme of the project : - Find out the status of domestic travel business at The Asia Tourism and Trade Co.LTD - Identify some challenges and causes that exist in travel business activities at The Asia Tourism and Trade Co.LTD - Proposing some solutions to improve the quality of domestic tourism service at The Asia Tourism and Trade Co.LTD - Completing the quality of the company's travel services according to the proposed solutions 43 MY CV 44 45 ABSTRACT Improving the quality of domestic travel services is important for The Asia Tourism and Trade Co.,LTD A travel company that wants to survive and compete in the market with competitors must constantly improve the quality of its services Improving service quality is improving the quality of products and services that the company provides to its customers to satisfy and win long-term trust from customers Quality is not naturally born, not a random result but a result of the impact of a series of closely related factors It is the result of a process from the attitude of the staff, the atmosphere at the workplace, to the mental and physical values that customers receive after each use services So when I researched on service quality, I could identify the strengths and weaknesses of the company and then implement solutions that could help the company improve the quality of domestic tourism service During my work and internship at The Asia Tourism and Trade Co., Ltd., I had the opportunity to explore and research on service issues in travel agents Recognize that service quality is the concern of not only customers but also management The urgent issue is how to improve the quality of domestic tourism services, promote strengths and limit weaknesses to bring the company a foothold in the market Based on the above reasons, I decided to choose my project theme as ‘‘ Improving the quality of domestic tourism service at The Asia Tourism and Trade Co., LTD '' in the hope of bringing the knowledge that we have learned in the last three years and practical experience in internships to analyze and assess the situation to offer solutions to improve the quality of domestic tourism services at The Asia Tourism and Trade Co., Ltd 46 ... activities at The Asia Tourism and Trade Co. LTD - Proposing some solutions to improve the quality of domestic tourism service at The Asia Tourism and Trade Co. LTD - Completing the quality of the company''s... about the project - Name of the project : Improving the quality of domestic tourism service at The Asia Tourism and Trade Co. LTD - The aim of the project : Collect customer feedback on the quality. .. and Solutions CHAPTER : Conclusion CHAPTER 1: OVERVIEW ABOUT THE ASIA TOURISM AND TRADE CO. , LTD 1.1 Overview of the business operations of the company Name of the company: The Asia Tourism and