Smile is considered to be a modern software and maké the working proces fast it also makes the underperformed staff awkward and slow.
3.3. General evaluation of service quality at the Receptionist of Hoa Sen Hotel
Overall, guests are satisfied with the service quality of the staff here.
Through an analysis of the activities, services and customer’s feedbacks about the reception at Hoa Sen Hotel, we have achieved a number of positive and negative comments that need to be addressed.
3.3.1. Advantages
Firstly, the 3-star Hoa Sen Hotel has a cool space, located near HoiAn ancient town and Cua Dai beach. It has fresh, cool climate, giving visitors pleasant feeling after their long flights. The hotel is located in the city center, with many shopping, dining, famous bridges and nightlife activities, so it is very convenient for tourists to shop and sightsee.
Secondly, the reception area is decorated with fresh flowers, and the lobby area is always clean. The facility is fully equipped with a computer system, phone, camera, cash register, card machine, room key... to meet the basic needs. The reception desk is simply decorated, small but lovely and luxurious, meeting the needs of the job.
Thirdly, employees are the combination of the staff that have a lot of experiences and young employees who are well-trained, knowledgeable and enthusiastic. Staff are rated as careful, honest, enthusiastic people by customers. Most of the staff are young, energetic and always smile when welcoming guests. The receptionists can speak English fluently, while some staff can use their second language such as Chinese and Korean. Their
computer skills are relatively good, which is able to meet the customer’s needs. All employees are well-trained so they are very proficient in their professional work, performing fast and accurately their operations and meet the customer’s requirements such as sending & receiving email, fax, calling a taxi, giving phone calls, etc....
Next, management always follows the activities of junior staff, always have reminders, as well as encourage employees in the work process, keeping the courtesy and integrity solidarity in the staff of the department.
Additionally, the staff always know all the information related to guests while also mastering the status of the room and when the guests set the room is resolved very quickly. Especially, one important thing that affects the confidence of guests in the hotel is that the invoice is always accurate.
Finally, relationship between the reception department and other departments has helped and support the work with the ultimate goal of serving customers in the best way.
3.3.2. Disadvantages
Besides, to the above advantages, the Reception at Hoa Sen Hotel also has many shortcomings. Although it is fully equipped and basically meet the operational needs of the department, there are still many limitations:
The reception was designed too small and monotonous without flowers and signs.
Books, newspapers, or publications about the beauty of Vietnam are very sketchy and old. any
The lobby area is still noisy and messy due to the influence of crowded groups; it is also quite small.
Staff are good at English but their second languages are limited, only a few employees can use Chinese and Korea. Some customers at the hotel they cannot speak English.
The air-conditioning system at the reception and in the bedroom is sometimes broken and the refrigeration is not good which makes the customers complain.
Reception management software has been in use for a long time, so there are many limitations, especially in storing, accessing and linking data, not really helping many employees at work.
The phones are equipped with many types of devices but they are too old, so their keys cannot be pressed, making it difficult for employees at work. Employees use cell phones during working hours, so sometimes they neglect their work.
In general, receptionists have always had good feelings from customers in recent years. Staff are dedicated and enthusiastic at work serve the guests with sincere attitude, enthusiasm and openness. However, in the current competitive trend of the business market, if we have some shortcomings, we will lose our customers and lose our competitive advantages. Therefore, the hotel should always improve the service quality to make the hotel better.
PART C:
CONCLUSION AND SUGGESTIONS 1. CONCLUSION
Currently, in Vietnam, hotel business activities are beginning to develop strongly. With people's living standards improved, the demand for tourism, relaxation and entertainment is also increasingly focused. In addition, the number of international visitors to Vietnam and HoiAn is increasing, and a number of large and small hotels are growing. In order to attract customers in such fierce competition, hotels must continually improve their service quality
in all departments and especially enhance the professionalism in the reception department hotel.
Hoa Sen Hotel is one of the 3-star hotels in HoiAn ancient town. Along with the inherent potential of HoiAn tourism, the hotel has many favorable conditions for business success. In the past, all hotel employees have constantly strived to develop their advantages and achieve certain results. To maximize the potential, take advantage of the opportunity and meet the challenges and risks, the hotel must make every effort to improve the quality of service, especially the quality of reception.
With the comments that show the importance of organizing the hotel operation as above, I have researched and collected data and information to complete my project. This essay helps to objectively evaluate the performance of the hotel in general and the Reception in particular in order to offer the best solutions to improve the quality of this hotel. Besides, the essay is also a way for me to have a more specific and realistic view of the hospitality industry to supplement the knowledge taught by my teachers during the study days at Duy Tan University and its the luggage for your future work.
2. Suggesting solutions to improve the quality of reception services at Hoa