* Improve the facilities at the hotel reception
The front desk should be decorated with fresh flowers to add more vividness.
The reception desk must be neatly arranged, eliminate unnecessary things as well as move the department's archive to another area so that the reception room is wider to ensure the working environment for employees.
There should be shelves to advertise the services of the hotel, restaurant ... for guests to consult without having to ask the receptionist.
Some additional tables and chairs must be placed in the lobby so that when guests are crowded while waiting in check-in.
The hotel needs repair of the air conditioning system in the hotel lobby and in the reception. The hotel must ensure moderate temperatures, creating a sense of comfort and relaxation for customers.
Hotels must repair and maintain the computer system and replace damaged parts such as keyboards, mice, etc.
* Improve the quality of employee qualifications in the hotel
Each department has different professional skills, so the hotel needs to have a training plan for each appropriate department. Especially the reception team, this team has a great influence on the hotel. As mentioned in the previous section, the language skills of the hotel staff are still limited, especially the second language. To remedy this situation, the hotel should plan to train its staff to improve the language by:
Invite lecturers to teach at the hotel during free time or outside working hours.
Regularly check the foreign language skills of receptionists know the capacity of each person and support staff to self-study foreign language classes.
For service personnel in high-demand service departments, hotels should conduct professional activities by organizing tests to improve skills among employees, so that employees have learned from each other while encourages service staff to come up with their own ideas about service processes.
* Collaborate closely with other business units in the hotel:
Closely associated with the Housekeeping department, exchanging room information quickly so that the Housekeeping department know and prepare the room quickly and accurately, helping to shorten the waiting time of the guests.
Support and coordinate effectively with the Sales - Marketing department to provide this department with a basis for building business strategies and policies, pricing policies, development plans for products and services hotel.
Working together to resolve questions and complaints of customers to avoid pushing the responsibility to create internal feelings and distrust of customers.
Closely coordinate with the Technical Department to promptly overcome the material problems and equipment in the living room to bring the perfect room quality to the guests.
Support the IT department to operate the computer system smoothly, minimize major errors that directly affect the work because all guests information, business operations are in the computer system.
*Improve management quality
Managers must study and evaluate the service quality of the department clearly and fairly.
Managers must follow staff closely and be stricter and with employees, if they make mistakes they will be disciplined.
Research customers’ complaints, as well as their comments on the website to help employees, have more experiences at work, not to make mistakes, improve the quality of service of the department and satisfy customers.
REFERENCES Website
[1] https://en.wikipedia.org/wiki/Hotel [2] http://hotel.oxu.vn/phan-loai-khach-san/
[3]
https://en.wikipedia.org/wiki/Receptionist [4]
http://hoianlotushotel.com/
Vietnamese Book
[5] Báo cáo kết quả kinh doanh của khách sạn Hoa Sen 2017-1019
[6] PGS.TS. Nguyễn Văn Mạnh, TS. Hoàng Thị Lan Hương (2018), Quản trị kinh doanh khách sạn, NXB ĐẠI HỌC KINH TẾ QUỐC DÂN HÀ NỘI (p.12)
[7] Ngô Thị Diệu Anh, Nguyễn Thị Oanh Kiều (2014), Giáo trình Tổng quan Du lịch, Nhà xuất bản Đà Nẵng.(p. 112-113)
English Book
[8] Jonh R.Walker & Josielyn T.Walker- Tourism- Concepts and Practices.
(p. 31)
APPENDIX QUESTIONNAIRES
Hoa Sen Hotel strives to offer the best quality available for all of the customers. Please help us to achieve our goal with your helpful comments and feedbacks. Simply select the option you feel the most appropriate for each of the following areas and feel free to add your own thoughts or comments you had about Hoa Sen Hotel. We promise that your personal information will be kept confidential and will not be used for any other kinds of business.
Thank you very much for your help!
1. Please give me some your information Gender: Male/ Female
Age: ...
Nationality:...
2.How many times have you stayed at Hoa Sen Hotel?
☐ The first time ☐The second time ☐ Over second time 3. How many people have you stayed with?
☐ I came alone
☐I came with a group (Please give me the number of people):
...
...
4.How can you know about Hoa Sen Hotel?
☐Through the Internet
☐ Through Friends and relatives Other kinds of advertisement Please specify...
5. How long did you stay at the hotel?
☐1 night
☐2 nights
☐More than 2 nights
6.Please tick in the box that you satisfied with the quality of service according to the satisfaction level
1. Very good 2. Good 3.Quite good 4. Bad
Satisfaction level of Receptionist:
Very good Good Quite good Bad a. Appearance
b. Service style of staff
c. Level of foreign languages d. Professional level of specialization
Satisfaction level of facilities:
a. Kind of room b. Price
c. Services in the hotel
Satisfaction level of check-in and check-out procedures a. Always consider with guests
b. Provides necessary
information for guests
c. Handle customer complaints d. Check the correct bill
7.Why you choose Hoa Sen Hotel to stay?
...
...
8. .Which best things in the hotel satisfy you during your stay at the hotel ? ...
...