INTRODUCTION
Rationale
Tourism has emerged as a vital smoke-free economic sector globally, with Vietnam being no exception As people's spiritual lives enrich, the demand for travel has surged, making tourism an essential aspect of modern life The integration of the global economy has further boosted Vietnam's appeal to commercial visitors These dynamics necessitate that countries and businesses prioritize high-quality services to meet the growing customer demand Within this context, the hotel industry plays a crucial role in the tourism sector and holds significant importance in the national economy.
Da Nang, a coastal city with a prime geographical location, is emerging as a competitive tourism destination, rivaling renowned tourist hubs both domestically and internationally To meet the growing demands of travelers, the city has seen a rapid expansion of restaurants and hotels, significantly enhancing service quality and infrastructure.
A diverse array of hotels and restaurants caters to guests across various spending levels; however, not all establishments effectively meet customer needs, impacting overall satisfaction The guest service process in hotels is complex and plays a crucial role in determining product quality As the reception department serves as the vital link between the hotel and its customers, enhancing its service quality is essential for attracting and retaining clients In an increasingly competitive hotel industry, businesses must implement strategies to elevate their service standards.
Muong Thanh Luxury Song Han Da Nang Hotel, a prominent 5-star establishment under the Muong Thanh Group—Indochina's largest private hotel chain—has quickly established itself in Da Nang's competitive hospitality market since its opening over a year ago The hotel has seen a steady increase in visitors, a testament to its growing reputation A key factor in this success is the exceptional performance of the reception staff, who not only fulfill their duties but also enhance the overall guest experience, showcasing the warmth of Vietnamese hospitality Their dedication to effective communication and professional development plays a significant role in the hotel's achievements.
In 2019, the hotel experienced significant success and revenue growth; however, the onset of the COVID-19 pandemic led to substantial losses for the hotel industry This crisis not only impacted financial performance but also adversely affected the service processes and quality within the hotel's reception department.
In light of the pressing need to enhance the reception service quality, I have chosen to explore the topic: “An Investigation into the Current State of the Reception Department and Strategies for Improving Service Quality at Muong Thanh Luxury Song Han Da Nang Hotel.”
Aims and Objectives
This thesis investigates the current practices within the reception department of the Muong Thanh Luxury Song Han Da Nang Hotel, with the goal of proposing effective solutions to enhance the quality of service provided by this department.
- Research systematize theoretical and practical issues about the hotel reception department
- Understand the functions, duties and importance of the reception department at the hotel
- Investigate in detail the whole process and the service quality of the receptionist at Muong Thanh Luxury Song Han Da Nang Hotel
- Figure out the strengths and the weaknesses in the procedures of the service quality of the reception department at the hotel
- Suggest some solutions to improving the service quality of the reception department at Muong Thanh Luxury Song Han Da Nang Hotel
Scope of the study
- Subject of the study: This study focuses on improving the process and service quality of reception department at Muong Thanh Luxury Song Han Da Nang Hotel.
Space: Reception Department at Muong Thanh Luxury Song Han Da Nang Hotel
Time: The information and statistics in the period from 2019 to 2020.
Method of the study
In this study, I have used several methods to support my work:
To gather the necessary data, I consulted various documents and basic information available online, particularly from hotel websites Additionally, I obtained key figures by directly communicating with the Front Office Manager and the Finance Department.
- The descriptive method: I describe in detail the service quality of the Reception Department from the collected data.
I utilize the analytical method to evaluate the current service quality of the Reception Department at Muong Thanh Luxury Song Han Da Nang Hotel This assessment enables me to draw conclusions that serve as a foundation for proposing enhancements.
Organization of the study
The case study consists of six chapters: Introduction, Theoretical Background, Case Description, Analysis and Evaluation, Difficulties and Solutions, Conclusion and Suggestions.
Chapter 1: Introduction of the graduation paper which includes: Rationale, Aims and Objectives, Scope of the study, Methods of the study as well as Organization of the study These small sections allow readers to get a more general view of the subject of study
Chapter 2: Theoretical Background which defines the concepts and theoretical foundation of the hotel and Reception Department
Chapter 3: Case Description which describes the overview and the organizational structure of the Muong Thanh Luxury Song Han Da Nang Hotel Moreover, describing some information about the Reception Department of the hotel.
Chapter 4: Analysis and Evaluation is the important chapter of the graduation paper. Giving the most accurate evaluation of the strengths and the weaknesses of the Reception Department's service quality at the hotel
Chapter 5: Difficulties and Solutions is the main part of the graduation thesis that outlines the difficulties that the Reception department of Muong Thanh Luxury Song Han Da Nang Hotel is facing, and then offers solutions to improve the service quality of the department.
Chapter 6: Conclusion and Suggestions is the last part of the graduation thesis that summarizes the whole lesson and gives suggestions for the faculty, students as well as Duy Tan University to improve teaching and learning.
THEORETICAL BACKGROUND
Hotel
The term "Hotel," originating from French, has evolved in its meaning throughout history, reflecting the development of this type of accommodation across various cultures.
The modern hotel evolved from the inns of medieval Europe, particularly during the mid-17th to mid-18th centuries, when these establishments began to attract wealthier clientele Initially, a hotel served as a collection of technical facilities and construction equipment, offering short-term accommodation for profit Today, hotel rooms vary significantly in quality, ranging from modest mattresses in small spaces to luxurious suites featuring high-quality beds, dressers, refrigerators, flat-screen televisions, and en-suite bathrooms.
Between the mid-19th and early 20th centuries, the hotel industry experienced significant growth in both quantity and quality, primarily catering to the upper class with the emergence of luxury hotels Alongside these grand establishments, a network of smaller hotels also developed, leading to varied service styles and levels of hospitality These differences are influenced by the economic development of each country, contributing to the diverse concepts of hotels worldwide, including specific standards regarding room numbers and amenities in certain nations.
In the Kingdom of Belgium, it is said that: “The hotel must have at least 10 to 15 bedrooms with the minimum amenities such as bathrooms, telephones, …” [1]
In France, a hotel is defined as a rated accommodation offering rooms and apartments equipped with comfortable amenities to meet guests' needs for extended stays Hotels may operate year-round or seasonally.
The definition of hotel according to business dictionary is “Commercial establishment providing lodging, meals, and other guest services.” [2]
The Housekeeping Hotel Book defines hotel as “The building serving accommodation, food and beverages also the other facilities needed by the guest and managed professionally to get profit.” [3]
In fact, in this period, countries when introducing the concept of "Hotel" must be based on the condition and development level of the hotel business in their country.
In 2007, the Tourism Management Administration of Vietnam defined a hotel as an independent architectural entity featuring at least 10 bedrooms, equipped with quality facilities, essential equipment, and necessary services to cater to tourists.
The Tourism Department of the National Economics University of Vietnam defines a hotel as an establishment that offers comprehensive accommodation services, including essential amenities, dining options, entertainment, and other necessary services for overnight guests, typically located in tourist destinations.
Hotels offer a distinct advantage in the tourism market by delivering high comfort and convenience, along with a diverse range of quality services and products Their unique characteristics, including size, location, and star ratings, cater to various customer segments, making them an appealing choice for travelers.
Understanding the unique characteristics of hotels is essential for differentiating them from other accommodations in the hospitality sector This distinction aligns with current trends in hotel development, highlighting the evolving nature of the industry.
In short, it is possible to understand more deeply the technical facilities of a hotel by the concepts given about the hotel.
To cater to the diverse needs of various tourists, the hotel industry has evolved significantly, offering a wide range of accommodations In Vietnam and globally, hotels are primarily classified based on key criteria, reflecting the growing demand for tailored hospitality experiences.
Depending on the scale, hotels are classified into the following three categories:
Small hotels typically feature between 10 to 49 bedrooms and primarily focus on providing accommodation services for guests While many small hotels do not offer additional amenities, they are known for their affordability, making them an attractive option for budget-conscious travelers.
Medium hotels typically feature 50 to 100 rooms and offer a range of services, including accommodation and dining, along with additional amenities Commonly located in tourist destinations, towns, and resorts, these hotels provide guests with a comfortable stay at an average price point, making them an attractive option for travelers.
Large hotels, typically featuring over 100 rooms, offer a comprehensive range of services and amenities for guests These establishments are often characterized by their modern, high-rise architecture and well-equipped facilities As a result of their extensive offerings and prime locations, large hotels generally command higher room rates.
According to this criterion, hotels are classified into 5 categories:
City Center Hotels are strategically located in major urban areas and densely populated cities, catering primarily to business travelers attending conferences and seminars Typically featuring high-rise buildings, these hotels are equipped with modern and luxurious amenities, making them ideal for professionals seeking comfort and convenience Prominent examples can be found in bustling cities like Hanoi and Ho Chi Minh City in Vietnam.
Resort hotels are strategically located in regions rich in natural resources, including islands, forests, and mountains, primarily catering to guests seeking relaxation Additionally, some visitors are drawn to these destinations for ecological studies In Vietnam, these picturesque resort hotels are predominantly found in stunning coastal cities like Da Nang, Nha Trang, and Hai Phong.
A suburban hotel, located in the outskirts of a city or urban center, primarily caters to weekend travelers and business guests with average spending capabilities These hotels offer a range of full and luxurious facilities and services, ensuring a comfortable stay while maintaining a standard level of quality.
Reception Department
The hotel industry has a rich history with diverse market variations, yet the reception department universally serves as the hotel's face, welcoming guests and providing essential information This critical area embodies the essence of hospitality, making it a vital component of the overall guest experience.
“The Reception Department is the place to receive and handle all customer complaints and the department that understands all tastes and preferences of customers.” [6]
According to Jerome J Vallen “Reception Department is indeed the heart and the hub and the nerve center of guest activity” [7]
“The Reception Department is one of departments in hotel that operationally relates to the guests” [8]
The Reception Department serves as the nerve center of the hotel, playing a crucial role in shaping the hotel's image and driving its growth It is responsible for managing guest complaints and delivering exceptional service, which significantly influences the overall impression of the hotel.
2.2.2 The Importance of the Reception Department
The Reception Department serves as the hotel's face and primary point of contact for guests, acting as the central hub for all hotel operations Its activities are focused on facilitating guest transactions and enhancing overall service quality.
The Reception Department is crucial for any hotel, as it shapes guests' first impressions and establishes primary communication with staff The quality, courtesy, and promptness of service significantly influence guest satisfaction and their overall relationship with the hotel, ultimately impacting the establishment's reputation and business success.
The Reception Department serves a dual purpose by offering essential information to guests about the hotel while also actively promoting and selling its products Additionally, it acts as a key advisor, delivering timely insights regarding guest experiences and the hotel's business performance.
The Reception Department plays a crucial role in a hotel, serving as the primary point of contact for guests and significantly influencing their first impressions By effectively communicating with visitors, this department fosters trust in the hotel's service quality, ultimately enhancing guest satisfaction Additionally, the Reception Department contributes to the overall improvement of hotel quality and revenue.
2.2.3 The Duties of the Reception Department
The Reception Department is a face of the hotel that has several main tasks as follows:
- Checking in and checking out procedures for guests
- Controlling and distributing rooms for guests
- Providing, introducing information about services inside and outside the hotel for guests
- Selling of rooms and other services of the hotel
- Receiving information about early – late check-out and early – late check-in
- Making registration of temporary residence, temporary absence for guests
- Creating and storing records for guests
- Receiving and resolving complaints from customers
- Receiving payment of room charges, expenses incurred by guests
- Coordinating with other departments to handle work better
- Participating in the advertising and marketing of the hotel
- Participating in the security and safety of the hotel
2.2.4 The Relationship between Reception Department and Other Department in the Hotel
Diagram 2.2.4 The Relationship between Reception Department and Other
A hotel management system at the Front Office must integrate with various departments to ensure efficient operations Customer requests are initially received by the Reception Department, which then coordinates with other departments to address these needs effectively This seamless communication among staff members is crucial for delivering exceptional service.
The Reception Department serves as a vital communication hub within the hotel, interacting with all key departments, including Housekeeping, Sales and Marketing, Food and Beverage, Finance, Human Resources, Security, IT, and Engineering Each department relies on the front office staff to facilitate guest services, establishing unique communication links that enhance overall operational efficiency and guest satisfaction.
Effective collaboration between the reception and housekeeping departments is crucial for optimal hotel operations The receptionist oversees room allocation, ensuring proper arrangements, while both departments communicate regularly about room status For instance, when a guest checks out, the housekeeper checks the mini bar and assesses the room's condition, reporting any incurred costs back to reception Additionally, the reception team must inform housekeeping about guest departures to facilitate timely cleaning arrangements.
The reception department plays a crucial role in shaping the business strategy for the hotel, closely collaborating with the sales and marketing team This partnership ensures that the sales and marketing department stays updated on information, effectively promotes products and services, and implements hotel deals during the booking process Additionally, the reception team is responsible for tracking room availability, enabling swift customer notifications and efficient booking support.
Effective communication between the Food and Beverage (F&B) Department and the Reception Department is crucial for enhancing guest experiences When guests wish to reserve a dining table at the hotel's restaurant, the receptionist promptly relays the request to the F&B Department This collaboration ensures that the F&B team receives essential information and timing to properly arrange meals for guests Additionally, the Reception Department plays a vital role in promoting special programs and events organized by the F&B Department, further enriching the overall guest experience.
The Reception Department will forward all service invoices, payment records, and advance deposit information to the Finance Department for revenue accounting, debt management, and customer financial reporting In turn, the Finance Department is tasked with issuing invoices bearing the business seal to the Reception Department upon customer request.
The Human Resources Department recruits and arranges staff for the Reception Department Besides, the Human Resources Department also assists the Reception Department in training the receptionist profession.
The collaboration between the Reception and Security Departments in a hotel is crucial for maintaining guest safety and security When security issues arise, the Reception Department promptly alerts the Security Department, enabling a swift and professional response This effective communication between departments enhances the overall operation of the hotel, ensuring a safe environment for all guests.
The IT Department is dedicated to supporting the Smile FO professional software system used by the Reception Department In turn, the Reception Department is tasked with addressing issues that arise, allowing the IT Department to effectively resolve these problems and ensure the smooth operation of the Smile FO system.
The collaboration between the reception and engineering departments is essential for maintaining customer satisfaction The reception department promptly updates the engineering team on equipment status to facilitate timely repairs, preventing inconveniences for guests Conversely, the engineering department communicates equipment failures to the reception, enabling staff to inform guests about repair timelines or arrange alternative accommodations.
Service Quality in the hotel business
The service sector represents the largest potential for growth among all economic sectors and plays a crucial role in driving economic expansion Globally, the service industry is experiencing rapid growth, with both developed and developing nations witnessing significant advancements in various service industries that contribute meaningfully to their national economies Understanding the concept of service is essential, as it encompasses a range of definitions and interpretations.
“A service is a means of delivering value to customers by facilitating outcomes that customers want to achieve without the ownership of specific costs and risks.” [9]
“Services are created through a direct interaction between the service provider and the customers.” [10]
P Kotler suggested that: “Service is any activity or benefit that one party can offer to another that is essentially intangible and does not result in the ownership of anything Its production may or may not be tied to a physical product.” [11]
According to Philip Kotler (1997), a service is defined as an intangible action or activity provided by one party to another, which does not result in ownership transfer Services can be associated with both tangible and intangible products.
Service is an intangible product offered by enterprises that does not involve physical ownership transfer It aims to meet customers' production and living needs efficiently, conveniently, and in a timely manner.
Service quality plays a crucial role in the survival and growth of the service industry, as it directly influences customer satisfaction, enhances business reputation, fosters customer loyalty, and offers a competitive edge Despite its importance, defining and measuring service quality has historically posed challenges for scholars due to the intangible and subjective nature of services.
Service quality is often defined as the degree to which a service meets customer expectations and needs, reflecting their overall impression of the service's strengths and weaknesses In the context of the hospitality industry, this concept is crucial for understanding customer satisfaction and loyalty.
“Service quality is defined as what the customer gets out and is willing to pay for rather than what the supplier puts in.” [13]
Service quality encompasses a broad range of meanings that vary across different types of services Each customer has unique perceptions and needs, leading to diverse interpretations of what constitutes service quality Consequently, there are multiple perspectives on this concept.
Service quality is defined as the gap between customer expectations prior to a service experience and their perceptions following the service, as noted by Asubonteng (1996).
Service quality is defined as the extent to which the delivered service aligns with customer expectations Consistently meeting these expectations is essential for creating a high-quality service experience.
Service quality is defined by the customer's perception after utilizing a service, reflecting the difference between expected and received quality Ultimately, it serves as a measure of customer satisfaction from the consumer's viewpoint.
2.3.2 Characteristics of hotel service quality
Features of the hotel service quality include:
- Hotel service quality is difficult to measure and evaluate
- The quality of hotel service is only measured and accurately assessed through the direct consumer perception of the hotel products
- The quality of hotel service depends on the location and facilities of the hotel
- The quality of hotel service depends on the supply process service levels of hotel businesses
- Quality of hotel service requires high consistency
2.3.3 Factors to evaluate hotel service quality
The quality of hotel service can be assessed based on many factors:
Hotel service quality is largely determined by customer perceptions, which are shaped by their experiences during their stay Key factors influencing these perceptions include the attitude of the service staff, the comfort and spaciousness of the accommodations, and the overall quality of technical facilities provided.
- The quality of hotel services can be based on experience: the assessment of passengers drawn after using and experiencing the services provided by the hotel.
The quality of hotel service is reflected in various features, including the maintenance of the swimming pool at a comfortable temperature for guests, especially during winter Additionally, attentive staff enhance the guest experience by utilizing personalized touches, such as vanilla scent sprays for those who enjoy this fragrance, and ensuring the flavors of food and drinks served in the restaurant are exceptional.
Hotel service quality heavily relies on customer trust, which is often demonstrated through reviews that highlight the hotel's market reputation Customers are more inclined to trust and choose hotels that are well-regarded, as a strong reputation typically signifies higher service quality.
From the viewpoint of service consumers, hotel service quality directly correlates with customer satisfaction A hotel that excels in service quality meets and exceeds customer expectations through various factors, including amenities, staff attitude, reputation, and the overall experience after utilizing its services.
2.3.4 The Role of service quality in the hotel business process
Service quality is crucial in the hospitality industry, serving as a key factor for achieving sustainable competitive advantage and building customer trust in a highly competitive market By focusing on exceptional service quality, hotels can differentiate themselves and enhance their overall success Ultimately, delivering outstanding service is essential for a hotel's reputation and longevity, making it a fundamental aspect of the hospitality sector.
CASE DESCRIPTION
Some information about Muong Thanh Group and Brand “Muong Thanh”
When discussing affordable accommodations in the Vietnamese real estate market, Muong Thanh Group stands out with its extensive range of projects spanning from the North to the South of Vietnam.
In 1993, the enterprise established the Dien Bien Phu hotel in Dien Bien, which was later ceded to Lai Chau province in 1996 in exchange for land of equal value This land became the site for the Muong Thanh Hotel, marking the inception of the "Muong Thanh" brand in 1997.
Since its inception, Muong Thanh hotels have evolved from operating in challenging, peripheral urban areas to establishing a presence in prime locations In 2015, the opening of several key hotels, including Muong Thanh Hanoi Hotels Center and others in Cua Lo, Can Tho, Lao Cai, Saigon, Quang Nam, Quang Binh, and Quang Ngai, marked a significant milestone Today, Muong Thanh Group proudly claims the title of "the largest private hotel chain in Vietnam," boasting a total of 45 hotels and hotel projects nationwide.
Not stopping in the country, “Eagle wings” have reached abroad with the project
"Muong Thanh Luxury Vientiane" in Laos showcases the vibrant ethnic culture and traditional beauty of the region, embodying the essence of Vietnamese hospitality Each hotel in the Muong Thanh chain offers unique characteristics that reflect the local culture and charm of its location.
Muong Thanh Group is a multi-branch economic powerhouse focused on sustainable development across various sectors, including Tourism, Construction, Entertainment, Education, and Health With over 50 hotels and projects, the Group employs more than 8,000 individuals and contributes thousands of billions to the state budget annually Committed to social responsibility, Muong Thanh Group allocates tens of billions towards poverty reduction, human development, and talent cultivation, significantly impacting socio-economic growth in Vietnam and particularly in Hanoi.
Picture 3.1.2 Logo of the brand “Muong Thanh”
"Muong Thanh" is a well-known name among both Vietnamese citizens and international tourists visiting Vietnam In 2015, the brand evolved to better align with its stature and the quality of its facilities, introducing a new identity that caters to the diverse needs of both domestic and international guests The Muong Thanh Hotel Group now offers a range of 4 and 5-star hotels designed for various middle and high-end market segments, encompassing four distinct categories: Luxury, Grand, Holiday, and Muong Thanh.
Muong Thanh Luxury is a prestigious 5-star hotel brand situated in the heart of Vietnam's major cities and renowned tourist destinations With extensive experience in local culture and hospitality services, Muong Thanh Luxury ensures that every guest's stay is not only comfortable but also enriched with memorable experiences, allowing them to fully explore the unique attractions of the regions they visit.
Located in prime urban areas, the 4-star Muong Thanh Grand hotels provide an ideal setting for leisure, business, and conferences Guests can enjoy a unique blend of the rich culinary traditions from ancient villages in Northwest Vietnam, coupled with the modern architectural design of the hotels This combination ensures a comfortable and immersive experience that reflects the warmth and hospitality of the local culture.
Muong Thanh Holiday comprises a collection of 4-star and higher hotels situated in renowned tourist destinations across the country, each showcasing its unique character and identity Guests can expect exquisite design and professional service that ensure a comfortable stay and memorable experiences At Muong Thanh Holiday hotels, visitors can immerse themselves in charming environments, explore unique local tourism, and enjoy distinctive regional customs.
The Muong Thanh segment includes 3-4 star hotels, located in towns across the country With the number of rooms from 80 to 150 rooms Hotels in the group
Muong Thanh offers attentive and professional services in a cozy environment, creating a welcoming atmosphere that feels like a "home away from home." It is the ideal choice for travelers seeking affordable accommodations without compromising on quality.
Muong Thanh Hotel Group is set to expand its presence in Indochina, targeting the capitals of Laos and Cambodia with a new 5-star hotel project, reflecting its strategic vision for growth in the region.
Overview of Muong Thanh Luxury Song Han Da Nang Hotel
Picture 3.2 Muong Thanh Luxury Song Han Da Nang Hotel
Address : 115 Nguyen Van Linh Streets, Hai Chau District, Da Nang City Phone number : 0236.2223.344
Email : infor@songhan.muongthanh.com
Website : http://www.luxurysonghan.muongthanh.com
Muong Thanh Luxury Song Han Da Nang Hotel, a premier 5-star establishment, is part of the Muong Thanh Hotel Group, which boasts a portfolio of 53 hotels and projects This luxurious hotel, located in Da Nang City, is the third investment by Muong Thanh in the area Formerly known as One Opera Hotel, it was acquired by the group in 2019 and officially commenced operations on November 1st of that year.
Muong Thanh Luxury Song Han Da Nang Hotel is ideally situated on Nguyen Van Linh Street, just 1.5 km from Da Nang International Airport, 4 km from My Khe Beach, and 8 km from Ngu Hanh Son Its prime location allows guests to easily explore popular attractions such as the Han River, My Khe Beach, and Asia Park, ensuring a unique and memorable experience in this vibrant tourist city.
The hotel features 23 floors offering stunning views of the city and Han River, with 201 elegantly furnished rooms equipped with modern amenities and five-star facilities Guests can enjoy a range of services, including a conference room accommodating up to 500 guests, a swimming pool, casino, karaoke, gym, and spa Complimentary amenities such as buffet breakfast, Wi-Fi in public areas, and valet parking enhance the experience With a unique design that emphasizes open space and large glass windows in each room, the hotel provides a panoramic view of the beautiful Da Nang City, making it an ideal choice for both leisure and business travelers.
Muong Thanh Luxury Song Han Da Nang Hotel, established just over a year ago, has quickly gained recognition as a leading hotel brand It has successfully cultivated a loyal customer base, including prominent clients like VNAs and Vietjet Committed to excellence, the hotel continuously enhances its technical facilities to cater to the growing demands of its guests while maintaining competitive pricing.
3.2.2 Muong Thanh Luxury Song Han Da Nang Hotel’s operation system
3.2.2.1 Muong Thanh Luxury Song Han Da Nang Hotel’s organizational diagram
Muong Thanh Luxury Song Han Da Nang Hotel places great importance on effective personnel planning, particularly due to the ongoing fluctuations in employee numbers, exacerbated by the recent COVID-19 pandemic.
To ensure the continuous operation of the hotel, regular order and efficient business,the management apparatus of Muong Thanh Luxury Song Han Hotel is organized as follows:
Diagram 3.2.2.1 Organization of Muong Thanh Luxury Song Han Da Nang
Muong Thanh Luxury Song Han Da Nang Hotel features a well-defined organizational structure, segmented into various branches corresponding to distinct departments At the helm is the Director, who oversees all hotel operations, from day-to-day tasks to strategic initiatives This leadership role is crucial for managing the hotel’s objectives, shaping policies, and adapting business operations to align with industry trends and customer demands.
The General Manager serves as the key operator of the business unit, overseeing essential aspects such as strategy, organizational structure, budgeting, personnel management, and financial expenditures Additionally, the General Manager establishes quality standards for work, formulates strategic plans, allocates tasks to various departments, and supervises the daily operations of the hotel.
The hotel operates under the leadership of a General Manager and two Deputy General Managers: one overseeing Sales and the other focusing on Food and Beverage The Deputy General Manager for Sales is tasked with managing hotel operations across various departments, including Housekeeping, Front Office, and Sales and Marketing, by analyzing departmental reports Meanwhile, the Food and Beverage Deputy General Manager is responsible for managing restaurant operations and organizing hotel dining events, parties, and festivals Additionally, key departments such as Engineering, Security, Information Technology, Human Resources, and Accounting work collaboratively, each fulfilling distinct roles within the hotel business.
Each department is led by a Department Manager who oversees operations, monitors departmental conditions, and implements plans from upper management Additionally, an Assistant Department Manager supports the Department Manager in their responsibilities Notably, departments like Sales & Marketing and HR have unique roles that require tailored management approaches.
IT, Finance Department have only Department Manager and Staff.
The Supervisor, reporting to the Department Manager and Assistant Department Manager, is tasked with overseeing departmental operations during shifts This role involves ensuring that service quality meets established standards and that employees and interns adhere to company regulations and brand guidelines By monitoring and guiding team members, the Supervisor plays a crucial role in maintaining high-quality customer service.
Staff members occupy essential roles in organizations, serving as the link between department managers or supervisors and customers They are responsible for directly interacting with clients and fulfilling their requests, making them vital to the overall customer experience.
The organizational structure of Muong Thanh Luxury Song Han Da Nang Hotel is straightforward, with each department fulfilling distinct functions and activities Despite their varied roles, all departments work collaboratively to enhance the hotel's overall business operations.
3.2.2.2 Functions and tasks of each department in the hotel
Muong Thanh Luxury Song Han Da Nang Hotel features a distinct organizational structure tailored to its size and design, comprising various key departments These include the Housekeeping, Front Office, Sales & Marketing, Engineering, Security, IT, Human Resources, Finance, and Food & Beverage Departments Each department plays a vital role in the hotel's operations and development, fulfilling specific functions and responsibilities that contribute to the overall success of the establishment.
The Housekeeping Department is essential for generating revenue at hotels, as it supplies a wide range of products and services Its primary responsibility is to maintain the cleanliness and tidiness of each room, adhering to the hotel's service standards to ensure guest comfort Additionally, the department works closely with the reception team to effectively manage tenant needs and enhance the overall guest experience.
The Front Office Department, often referred to as the lobby department, plays a crucial role in the hotel experience by welcoming guests and managing check-ins and check-outs As the first point of contact, this department significantly influences guests' initial impressions of the hotel Additionally, the Front Office is vital for promoting hotel services, ultimately contributing to increased revenue Moreover, it serves as a key link between various departments, ensuring effective coordination and smooth operations within the hotel business process.
Overview of the Reception Department at Muong Thanh Luxury Song
The Reception Department of Muong Thanh Luxury Song Han Da Nang Hotel is situated on the left side of the main hall, serving as the primary check-in and check-out area for guests Featuring a spacious and well-equipped front desk, the reception area boasts elegant decor inspired by the distinctive architecture of the Northwest mountains, reflecting the overall design philosophy of the Muong Thanh Group This unit is recognized as a crucial component of the hotel, ensuring a seamless guest experience.
FO Department Because the Reception Department performs almost all the important duties of the FO Department.
Picture 3.3.1 Lobby area of Muong Thanh Luxury Song Han Da Nang Hotel
The Reception Department serves as the hotel's face, being the initial and final point of contact for guests It plays a crucial role in shaping guests' perceptions through interactions with staff and overall service quality Additionally, this department is responsible for addressing customer complaints and gaining insights into guests' tastes and preferences, ensuring a tailored experience.
The Reception Department plays a crucial role in ensuring a positive guest experience by welcoming visitors, explaining room options, and managing the check-in and check-out processes They provide essential hotel information and services, address inquiries and concerns, and promote room sales and additional hotel offerings Furthermore, they maintain accurate guest records and collaborate with other departments to meet guest needs and resolve any issues that may arise.
It can be said that the Reception Department is an important part of the hotel business.
3.3.2 The organizational structure of the Reception Department
Diagram 3.3.2 Structure of the Reception Department in Muong Thanh Luxury
Song Han Da Nang Hotel
The Front Office Manager (FOM) oversees the lobby department in a hotel, ensuring the smooth operation and supervision of all activities in the lobby area Their primary goal is to deliver exceptional service to guests Additionally, the FOM is responsible for reporting vital information regarding VIP guests to the General Manager.
The Assistant Front Office Manager (AFOM) plays a crucial role in overseeing front desk operations when the Front Office Manager (FOM) is unavailable, directly reporting to them The AFOM is dedicated to maintaining high-quality hotel services and ensuring guest satisfaction throughout their stay Acting as a vital link between the lobby department and administrative offices, the AFOM coordinates front-desk activities to deliver an exceptional experience for all guests.
The Hotel Receptionist Supervisor plays a crucial role in supporting the Front Office Manager by ensuring the efficient operation of the reception desk This position is responsible for warmly welcoming delegations and VIP guests while also providing professional training and development for the reception staff.
The receptionist serves as the initial and final point of contact for every customer, playing a crucial role in shaping their satisfaction at restaurants and hotels Their primary responsibilities include warmly welcoming guests, managing check-in and check-out processes, and handling reservation details, all of which significantly influence the overall customer experience.
The Reception Department at Muong Thanh Luxury Song Han Da Nang Hotel operates 24 hours a day, organized into three shifts, with each shift comprising eight working hours.
Effective communication among staff members in each section during every shift is essential for maintaining up-to-date information, ensuring that tasks are completed smoothly and efficiently.
The hotel receptionist plays a crucial role in determining the success of a hotel, making it essential for them to possess professional and effective skills To excel in this important position, a hotel receptionist should develop a range of key competencies.
- Understanding the business process, information, activities and services of the hotel.
- Mastering the process of serving guests such as preparing before picking up guests, checking in and checking out for guests,
- Understanding the basics of cultures of other countries to be able to get closer and understand customers better, knowing about the rituals, customs, and psychology of some countries.
- Being able to react quickly, always know how to handle arising situations well
- Staying calm and controlling in all situations
- Having a basic knowledge of accounting, billing, marketing and sales
- Having good foreign language skills
- Having good communication skills and sales skills
- Knowing how to use and proficient use of office computers (word, excel, ) as
- Using proficiently smile software, the hotel's sales software
A hotel receptionist's primary role involves frequent interactions with guests, necessitating a strong emphasis on professionalism Key aspects of a professional working attitude include effective communication, attentiveness to guest needs, and a commitment to providing exceptional service.
- Having good looking appearance, neat style
- Smiling when communicating with guests
- Dedicating to work, willing to help as well as answer customer questions
- Having responsibility for the work, not working separately in the shift, not leaving positions while working
- Having honest and trustworthy qualities
- Adhering the rules of the Reception Department as well as the hotel.
3.3.5 Services of the Reception Department at Muong Thanh Luxury Song Han
The Reception Department at Muong Thanh Luxury Song Han Da Nang Hotel not only manages check-in and check-out processes but also addresses guest requests and complaints Additionally, it offers a variety of services designed to meet the growing demands of customers, ensuring a comprehensive and satisfying experience for all guests.
Our 24/7 currency exchange service is designed to meet your needs whenever you require it We specialize in converting major currencies such as USD, EUR, GBP, and JPY, ensuring a seamless experience Please note that conversions are subject to legal limits on the amount exchanged.
The Muong Thanh Luxury Song Han Da Nang Hotel offers exclusive printing and photocopying services for its guests, ensuring convenience for those needing to print or copy documents This service is particularly beneficial for business travelers, aligning with the hotel’s focus on catering to the needs of its corporate clientele.
Our postcard sending service is exclusively available for hotel guests and requires postcards to be stamped This convenient service enhances communication for customers, facilitating information exchange and providing assistance with translation for their work-related needs.