INTRODUCTION
Rationale
In the era of globalization and international economic integration, the tourism industry has emerged as a vital and thriving sector Positioned in a vibrant economic zone, Vietnam boasts abundant natural resources and hospitable locals, making tourism a key driver of the national economy The rising influx of visitors to Vietnam significantly boosts the country's GDP, highlighting the industry's growing importance.
Vietnam's tourism sector has seen significant growth in recent years, becoming a major focus for tourism companies due to its economic benefits Tourists contribute approximately 70% of the country's economic revenue, creating jobs for over 1.4 million individuals This development marks a pivotal milestone in Vietnam's journey towards tourism growth and international integration.
Vietnam is a country that is bestowed with many famous landscapes by nature
Vietnam boasts a rich culture shaped by thousands of years of history, offering invaluable humanitarian assets These unique qualities make Vietnam an appealing destination for both domestic and international tourists.
Da Nang, a vibrant city focused on sustainable tourism development, is implementing strategic policies to attract more visitors With its rich natural resources and modern infrastructure, the city is effectively leveraging these advantages to enhance its tourism appeal.
During my internship and research at Capella Hotel, I realized that this is modern and comfortable technical facilities to effectively exploit this type of potential tourist attraction.
Based on the instructor's feedback, I have chosen to explore "An Investigation into the Real Situations and Solutions for Attracting Tourists to Capella Hotel Da Nang City." This research aims to provide valuable insights and strategies to enhance the hotel's appeal and boost tourist engagement in the near future.
Aims and Objectives
- To find out the current state of the hotel's business in serving tourists.
- To survey, analyze and assess the situation of tourists attracting to the hotel.
- To offer solutions to attract tourists to Capella Hotel.
Scope of the Study
This study primarily aims to enhance tourist attraction at the Capella Hotel while evaluating its business performance over the past year Based on this assessment, several strategic solutions are proposed for the upcoming years to improve visitor engagement and overall profitability.
Methods of the study
-Methods used for this subject are qualitative and descriptive:
Qualitative research focuses on gathering and analyzing non-numerical data to gain insights into concepts and opinions, particularly regarding hotel performance This method enables a deeper exploration and explanation of subjective assessments based on actual data Additionally, qualitative research clarifies the behaviors and habits of hotel receptionists, facilitating the development of tailored solutions to enhance service quality.
The descriptive research method is centered on detailing the characteristics of a specific demographic segment, emphasizing what the subject is rather than exploring the reasons behind a phenomenon This approach effectively provides a comprehensive overview of the research topic without delving into causative factors.
In this case, the subject was the customer’s behavior and the service of the reception.
Organization of the Study
Chapter 1 Introduces the reason for choosing the topic and Introduction of research content: object, scope, method.
Chapter 2 The theoretical background of the study This chapter will show basic definitions of hotel , tourists, hotel business, and basic theory of tourists attracting.
Chapter 3 The case description describing the overview of Capella
Hotel and the state of business activities, as well as the current situation of attracting tourists at Capella Hotel
Chapter 4 Includes Analysis and Evaluation Some data and evalution in
Businesses Operation to attract tourist to Capella Hotel
Chapter 5 Includes difficulties and solutions
Chapter 6 General conclusions of the paper and suggestions
THEORETICAL BACKGROUND
Theory on Hotels
First of all, we would like to talk about overview of hotel The term
The term "hotel" has its roots in the French language, originally referring to luxury residences for lords during the Middle Ages By the late 17th century, the modern concept of a hotel gained popularity in France, and by the 19th century, it became widely recognized worldwide This chapter introduces the hotel industry, emphasizing its significance within the broader service sector The increasing importance of this industry is underscored by recent government initiatives aimed at promoting its growth, particularly as it relates to the tourism sector Subsequent chapters will delve deeper into these developments and their implications for the hotel industry.
According to the Circular No 01/2002 / IT - TCDL dated April 27, 2001 of the General Department of Tourism guiding the implementation of Decree
According to Government Decree No 39/2000/ND-CP, a hotel is defined as an independent architectural structure that contains ten or more bedrooms, equipped with quality facilities and services essential for accommodating tourists.
According to Article 4 of the Vietnam Tourism Law 2005, a tourist accommodation establishment refers to a facility that offers rooms and beds for rent, along with additional services to cater to guests, with hotels being classified as primary tourist accommodations.
Administration of Tourism for Hotel Rating TCVN 4391: 2015 clearly states:
“Tourist accommodation establishments are built into blocks, ensuring the quality of facilities, page necessary equipment and services to serve customers”
According to Nguyen Thanh Chuong, the hotel industry focuses on providing accommodations, dining, and various additional services to fulfill guests' needs for food, rest, and entertainment at tourist destinations, all aimed at generating profit.
The hotel business involves constructing hotels and providing a range of services to fulfill guests' needs in catering, hospitality, and entertainment These services not only enhance guest satisfaction but also drive profitability for the hotels The quality and variety of offerings are closely linked to the hotel's standards.
The hotel industry plays a crucial role in tourism, offering essential services such as accommodation and dining to meet the diverse needs of travelers As economic development and living standards rise, the hotel sector is expanding significantly, with modern facilities and attentive staff who understand customer psychology and deliver professional service The definition and concept of hotels are evolving to reflect advancements in the industry According to the Faculty of Tourism at the National Economics University, the book "Explaining the Term Tourism and Hospitality" provides a comprehensive academic definition that is relevant to discussing hotels in Vietnam.
The hotel industry focuses on offering accommodation, dining, and various services to fulfill guests' needs for lodging, meals, and entertainment at tourist destinations Beyond the primary requirements of eating and sleeping, hotel guests seek amenities for meetings, wellness, and leisure To cater to these diverse needs, hotels provide a range of additional services, including entertainment options, sports facilities, medical care, beauty treatments, laundry, telecommunications, payment processing, and transportation services.
In summary, hotels are establishments that offer comprehensive accommodation services, including well-equipped facilities, dining options, entertainment, and essential amenities for guests staying overnight, typically located in popular tourist destinations.
Successful hotel operations rely heavily on the presence of tourism resources, as these resources are essential in motivating travel Without tourism attractions, there are no tourists, and consequently, hotels cannot thrive Tourists represent the primary clientele for hotels, highlighting the significant impact that tourism resources have on a hotel's capacity to draw in guests.
The reception of tourism resources significantly influences the size and ranking of hotels in a region Understanding the value and appeal of these resources is crucial for hotel investment, as it helps identify target customer groups and informs the design and technical specifications of hotel buildings Additionally, changes in the attractiveness of tourism resources necessitate adjustments to hotel facilities Furthermore, the architectural design and planning of hotels play a vital role in enhancing or diminishing the value of tourism resources in tourist destinations.
In the next section we will talk about the classification of hotels.
In Vietnam, hotels are classified from 1 to 5 stars based on the National Standard TCVN 4391: 2015, which evaluates the quality of facilities, equipment, and services This classification ensures that hotels meet diverse tourist needs for accommodation, meals, and entertainment, adhering to international standards.
-The larger a hotel, the more associated services, the more star rating.
Is the lowest rank in hotel star rating This is simply a resting place with the simplest amenities: accommodation, bed, bathroom There are no restaurants and other amenities.
2-star hotels offer improved standards and amenities compared to 1-star hotels, providing guests with a more comfortable experience While the facilities remain relatively basic, 2-star hotels typically feature additional rooms and essential in-room amenities such as a television and telephone.
A 3-star hotel offers a mid-range accommodation experience with a range of comprehensive amenities, including restaurants, swimming pools, and spas The rooms are equipped with modern conveniences such as televisions, refrigerators, and air conditioning, ensuring a comfortable stay for guests.
Experience the epitome of luxury in high-class hotels, featuring modern and spacious bedrooms meticulously designed with attention to detail Enjoy a wide range of upscale services on the hotel premises, complemented by a well-trained staff dedicated to providing professional service for an unforgettable stay.
Luxury hotels cater primarily to affluent guests, offering unparalleled service and exquisite amenities These establishments boast top-tier infrastructure, including elegant furniture, stunning architecture, and lavish room features Typically, each 5-star hotel includes two to three fine dining restaurants and bars Additionally, high-end accommodations provide dedicated private butlers, ensuring guests receive attentive service around the clock.
Basic Theory of Tourist Attracting
Travel plays a vital role in our daily lives, offering a much-needed escape from the stresses of work and study As a popular form of entertainment, it allows individuals to unwind and rejuvenate Every tourist destination holds unique appeal, making them essential for travelers seeking relaxation and adventure.
The growing interest in tourism reflects society's development and the increasing pressures of work and life To alleviate stress, many individuals opt for travel as a remedy Whether traveling domestically or internationally, people prefer utilizing services from travel providers rather than planning trips independently This trend significantly contributes to attracting more tourists to our country.
The term "tourist" first emerged in late 18th century France, though early definitions were often vague and simplistic For a comprehensive understanding, we will explore selected definitions from "A Business Model for Accessible Tourism" and "The Semantic Web in Tourism."
To effectively implement marketing strategies in tourism enterprises, it is essential to begin with the World Tourism Organization's definition of a tourist Understanding this definition lays the foundation for developing targeted marketing approaches that resonate with potential travelers.
A tourist is defined as an individual who travels away from their usual residence for a minimum of one night and a maximum of one year, primarily for purposes other than engaging in paid work at their destination This definition encompasses various types of travel, including leisure, vacation, visiting friends and family, business, health-related trips, and religious pilgrimages.
A tourist is an individual who temporarily leaves their usual place of residence for at least one night, seeking leisure experiences through interactions with the unique features and characteristics of their chosen destinations.
According to American National Resources Review Committee,
“Tourists are people who leave their home for at least 50 miles because of their leisure work, except for daily commuting, regardless of whether it is overnight or not.”
Vietnam's tourism geography highlights that international visitors primarily seek to engage with the local environment while enjoying leisure, entertainment, and sports activities This experience is complemented by cultural immersion and the consumption of natural resources, economic benefits, and services at various tourist accommodations.
Tourists are individuals who travel away from their hometowns for various purposes, with the key condition being that they return home within 12 months They engage in tourism activities and contribute to the local economy by spending money during their travels.
Tourists in Vietnam can be categorized into domestic tourists, international tourists visiting the country, and those traveling abroad Domestic tourists are defined as Vietnamese citizens and foreigners residing in Vietnam who travel within the country They possess an understanding of the local language, customs, laws, climate, geography, and cultural context of their destinations Domestic tourists typically exhibit two key characteristics: their familiarity with the country enhances their expectations for the quality of products and services, and they are comfortable interacting with local travel agencies and tour guides.
-The first feature of domestic tourists: Exploring diversity
Domestic tourists seek a diverse range of options, aiming to explore destinations and activities in depth Therefore, it is essential to offer a broad selection of products and services to meet their expectations.
-The second feature: the destination of domestic tourists is closer than that of international tourists, because their home is closer than
Domestic tourists are likely to visit their chosen destinations multiple times, allowing for longer stays For instance, a domestic traveler from Hanoi may spend significantly more time in Da Lat compared to international visitors, enhancing their overall experience and connection to the location.
US and vice versa a domestic tourist in the US can stay in Las Vegas more than 2 times more than a tourist from Vietnam
Domestic tourists often choose road vehicles as the main statistic showing that roads are used with domestic tourists is 88% compared to 51% in international tourists
-The third feature: Closer destinations and more frequently used road transportation so the cost of travel with Domestic tourists is lower
Domestic tourists, motivated by lower travel costs, prioritize affordability and quality across various segments of the tourism value chain, including accommodation, dining, activities, and shopping Their familiarity with the local language and culture allows them to seek alternative lodging options like hostels and homestays, fostering a sense of community and encouraging repeat visits As they plan future trips, these tourists often take the initiative to directly connect with accommodation owners, enhancing their travel experience.
- The fourth, last, but not least characteristic feature, they stay for a long time
Domestic travelers don't fret about the length of their passports, costs and more than International Travelers so their travel can last longer, longer
International tourists visiting Vietnam are individuals who leave their home country for less than 12 months, with the intention of exploring the local culture and attractions Their travel purpose is purely recreational, as they do not engage in income-generating activities or seek employment during their stay in Vietnam.
As customers from different countries, with different languages and cultural characteristics, with high income.
An international tourist is defined as an individual who travels to a foreign country for a duration of at least one day and one night, but not exceeding one year The primary intent of this trip is leisure or exploration, rather than engaging in paid employment in the host country.
International tourists are the people:
- On the way to visit one or another country, different from the country in which they reside regularly
- The purpose of the trip is to visit, visit or rest for no more than 3 months, if more than 3 months must be allowed to renew
- Do not do anything to get remuneration in the destination country at the will of the guest or at the request of the country of the locality
- After the end of the tour (or stay) must leave the country to visit to return to your country of residence or go to another country.
- Visitors have a fairly high level of tourism consumption, because on the one hand they are relatively high and stable income earner.
It can be understood that the attraction is "Synthesis of hotel activities to attract more and more tourists, put the attention of tourists into their hotels".
In essence, attracting tourists is to promote the image of the hotel and aim to ultimately profit for that hotel, contributing to the development of the national economy.
In today's fast-paced society, the growing interest in tourism reflects the increasing pressures of work and daily life As people seek ways to alleviate stress, travel has become a popular choice for relaxation and rejuvenation.
CASE DESCREPTION
Overview of Capella Hotel
3.1.1 General Information about Capella Hotel
Address : 10-12 Phan Tôn, Ngũ Hành Sơn, Đà Nẵng Tel.number : (+84)02363.528.686
Company : Công Ty TNHH & DV Thái Thư
Located at 10-12 Phan Ton in the Ngu Hanh Son district of Da Nang City, this 3-star hotel is just 5 km from Da Nang Airport and 2 km from the iconic Dragon Bridge It is conveniently situated near My Khe Beach, one of the seven UNESCO-recognized most beautiful beaches in the world, and only 500 meters from Pham Van Dong Beach The hotel features 35 well-appointed rooms, including 3 spacious apartments, and boasts a restaurant on the 3rd floor that can accommodate over 100 guests.
The hotel is built according to modern standards with the main colors of white and gold luxury, bringing visitors comfort and a sense of elegance when coming to Capella.
Opened in July 2020, Capella Hotel has quickly established itself in the hospitality industry Despite its brief operational history, the hotel benefits from experienced management and extensive connections with customers nationwide, contributing to its rapid development and success.
Capella Hotel features 35 uniquely designed rooms, each equipped with high-class facilities to ensure a comfortable stay With a spacious and airy atmosphere, the hotel guarantees 24/7 security for all guests The luxurious interior creates a relaxing ambiance, making Capella Hotel an ideal choice for travelers visiting Da Nang.
Capella Hotel has emerged as a perfect stopover for both domestic and international travelers, offering stunning coastal views from select rooms Guests can enjoy the beauty of the seaside city while benefiting from the exceptional service provided by a dedicated and professional staff With its unique design and commitment to guest satisfaction, Capella Hotel is an ideal choice for your stay.
3.1.2 Organizational Structure of Capella Hotel
Diagram 2.1 : Organization Structure of Capella Hotel
Department Front Office Housekeeping Food &
Sale staff and financial accountant
The General Manager serves as the top authority in the hotel, overseeing all aspects of operations, management, and control of the business This role involves developing and executing the hotel's policies and strategies while bearing ultimate responsibility for business outcomes and service quality Additionally, the General Manager is accountable for all business activities and ensures compliance with legal regulations.
The Accounting Department plays a crucial role in overseeing the hotel's financial activities, which encompass receiving cash and bank transfers, processing salary payments, and maintaining accurate records of transactions This department is also responsible for preparing internal reports and ensuring compliance with accounting and financial regulations To effectively manage financial and statistical data, the Accounting Department must collaborate closely with the Reception and Dining Departments, while the head of accounting coordinates these activities with the General Director.
The receptionist serves as a vital link between guests and hotel services, expertly managing the reception area and overseeing the check-in and check-out processes This role involves collaborating with various service departments to ensure that all guest needs are met efficiently and effectively.
The chef and kitchen staff play a crucial role in preparing dishes that align with the restaurant's menu and guests' requests, while adhering to food hygiene and safety standards They also manage the delivery, receipt, and inspection of goods Additionally, they are responsible for organizing dining experiences in restaurants, banquet halls, and during conferences or outside catering events, ensuring that tables and chairs are arranged and that technical rooms are coordinated to meet contractual agreements.
Housekeeping staff play a crucial role in maintaining the cleanliness and order of a hotel by thoroughly cleaning guest rooms, hallways, staircases, and the foyer They are responsible for monitoring the use of equipment within the guest rooms and the surrounding areas, ensuring everything is in proper condition Additionally, housekeeping staff must report the status of the hotel rooms to the reception on a daily basis, contributing to overall guest satisfaction and operational efficiency.
Real Situations of Serving Tourist at Capella Hotel
Capella Hotel offers a range of technical facilities designed to enhance guest accommodation and dining experiences These include both indoor and outdoor amenities, transportation machinery, a comprehensive water supply and drainage system, as well as efficient post and telecommunications services, all essential for the smooth operation of the resort's business activities.
Table 2.1 : Receptionist department technical facilities of Capella Hotel
The reception department serves as the hotel's face, requiring impeccable equipment and a professional staff approach Capella Hotel is equipped with essential facilities, including a bench and chair system, luggage transport trolleys for guests, and a comprehensive computer system, all contributing to its professionalism and enhancing the guest experience.
Capella Hotel offers a convenient transportation service featuring a fleet of three cars to shuttle guests between the airport and the hotel, highlighting the hotel's commitment to exceptional customer service and enhancing the overall travel experience.
The design and service style of a hotel play a crucial role in attracting visitors and defining its unique characteristics Hotels must align their architecture and offerings with their target audience; for instance, modern hotels like Muong Thanh appeal to contemporary travelers, while traditional venues like Palm Garden cater to luxury resort guests Beyond the exterior, attention to room design, the number of rooms, amenities, and the quality of service provided by staff are essential for distinguishing between 3-star, 4-star, and 5-star accommodations At Capella Hotel, guests enjoy a modern and fully equipped environment that ensures comfort and satisfaction.
Area Standard in the Room
3 25m 2 2 single beds,1 wardrobe, 1 safe, 1 air conditioner,1 mini-bar, 1 separate set for 2 people, 1 standard bathroom, 2 toilet kits, 1 hairdryer,1 32-inch flat-screen TV,
2 phones, 1 set of seating tables and chairs, 1 desk, fruit and fresh flowers , lacquer paintings.
Area Standard in the Room
2 25m 2 1 double bed and 1 single bed, 1 wardrobe, 1 safe, 1 air conditioner,
1 mini-bar, 1 cup, 1 bathroom with luxury bath, 3 toilet sets, 1 hairdryer, 1 32-inch flat-screen
TV, 1 telephone, 1 set of seating tables and chairs, 1 desk , fresh fruits and flowers, lacquer paintings.
3 28m 2 1 bed, 1 wardrobe, 1 safe, 1 air conditioner, 1 mini-bar, 1 outdoor bathroom, 1 standard bathroom, 2
Ocean View 03 55m 2 2 bedrooms, 2 beds, 2 wardrobes, 1 safe, 2 air conditioning, 1 mini-bar,
The accommodation features four toilet sets, a hair dryer, two 32-inch flat-screen TVs, and a DVD player for entertainment Guests can enjoy the convenience of two phones and a stylish guest salon equipped with tables and chairs for 4-6 people Additionally, a desk is provided for work or leisure To enhance the experience, complimentary fruits, wine, chocolate, fresh flowers, and decorative lacquer paintings are included, creating a welcoming and luxurious atmosphere.
Area Standard in the Room
Beachfront 4 55m 2 1 double bed, separate kitchen 1 dressing room, 1 safe, 1 air conditioner, 1 luxury chandelier, 1 mini-bar, 1 bar, 1 luxurious bathroom, 1 separate living room,
2 toilet sets, 1 hairdryer, 1 32-inch flat screen TV, 1 telephone, 1 set of living salon tables and chairs for 4-6 people , 1 desk full of working tools, 1 luxurious makeup table.
Capella Hotel in Da Nang offers 35 elegantly designed rooms that meet international standards, featuring a diverse range of accommodations from standard to luxurious suites Each room is equipped with modern amenities, including a bathroom, television, wireless internet, hair dryer, mini bar, and tea maker, ensuring a comfortable stay for all guests.
The restaurant department is essential for enhancing the comfort and convenience of hotel guests by offering meals on-site, eliminating the need to travel far for dining This is particularly crucial for 3-5 star hotels, where luxurious restaurants are a standard feature It is important for these establishments to provide a diverse menu that caters to both domestic and international visitors for breakfast, lunch, and dinner Breakfast, in particular, holds significant importance, as many guests prefer to enjoy their morning meal at the hotel, making it vital to meet their expectations and needs.
Experience a beautifully air-conditioned restaurant adorned with stunning tropical garden views, perfect for enjoying refreshing sea breezes Indulge in a diverse breakfast buffet featuring Asian and European cuisines, along with a specially curated dinner buffet The restaurant comfortably accommodates up to 200 guests, making it an ideal dining destination.
Opening hours : 6h30 to 22h30 daily, divided as follows:
- Lunch from 10:00 to 17:00: Buffet menu is served.
- Evening from 17h00 to 22h30: Buffet menu is served.
Guests at Capella Hotel will enjoy a range of exceptional services designed to enhance their stay With convenient offerings such as babysitting, currency exchange, and printing services, tourists can focus on their work without worry Additionally, the hotel features professional fitness centers to help maintain health while traveling Guests can also easily book tours and shop for unique Vietnamese gifts to take home for friends and family.
Hotel tourism products are unique in that their production and consumption occur simultaneously, emphasizing the critical role of human factors in determining product success and customer satisfaction The quality of these products heavily relies on the contact staff, who are viewed as pivotal to the overall success of tourism offerings To ensure high-quality hotel products, it is essential to implement specific policies that foster a supportive environment for employees, enabling them to fully utilize their skills and abilities.
Hotels can enhance guest experiences by offering bundled packages that combine various services and products These packages are priced slightly lower than purchasing each item separately, appealing to customers' desire for value while encouraging them to take advantage of the offerings.
At the same time, the hotel can sell many products at the same time and can go through this package that consumes a large number of additional services.
Currency exchange services at hotels in popular tourist destinations are essential for travelers, as they simplify the process of trading and shopping These services cater not only to domestic visitors but also to international guests, enhancing the overall convenience and experience during their stay.
- Spa services: hotel business with spa will bring customers comfortable time, Fitness center: to meet the needs of customers who often have daily training and exercise habits.
-Laundry service: accompanying service for long-term room tenants, these service business hotels aim to provide guests with the necessary services in life.
Experience unparalleled convenience with 24-hour room service, allowing guests to enjoy food and drinks at any time Enhance your stay with airport transfers or self-driving car rentals, providing a warm welcome and a sense of adventure upon arrival at your new destination.
Table 2.3 : Labor Structure Table of Capella Hotel
Age Sex Qualification Foreign language
32 >32 Male Female University College English Chinese Korea
-According to statistics at the humanities department in 2020, the total number of employees is 45 people arranged appropriately for each different department in a reasonable way.
Capella Hotel, a 3-star establishment, boasts a skilled staff predominantly composed of experienced employees proficient in English The hotel prioritizes hiring university-educated personnel for key positions, while the resort staff is selected based on professional experience and language skills Overall, the hotel effectively organizes its workforce to ensure quality guest service; however, challenges arise during peak times, particularly in the restaurant department, where inadequate staffing can compromise dining service quality and impact overall hotel operations.
Many hotel departments face challenges due to limited foreign language proficiency among staff, particularly in Chinese and Korean This language barrier hinders effective communication with guests who may not speak English, making it difficult to provide quality service To enhance service quality, hotels should prioritize language training for employees, ensuring they are both professionally skilled and capable of effective communication with diverse clientele.
- The task of human policy is to make the lowest and most reasonable cost so that the training is highly effective and the productivity of employees is maximized
ANALYSIS AND EVALUATION
Evalutions of the strength and weakness
During my internship at Capella Hotel, I discovered that it has become a prime destination for tourists visiting the coastal city of Da Nang, offering excellent accommodation, tourism services, and convenient transportation options.
The company has successfully diversified its operations over the years, showcasing strong potential and a clear direction for future growth With a solid foundation and extensive experience in business and management, it continues to enhance its capabilities and adapt to changing market demands.
- The hotel applies information technology to business activities through internet forms, domestic and international e-commerce websites.
- With fast operation, flexible payment method has created convenience for customers.
– The hotel has a high number of highly professional staff, professional service attitude.
- Have reasonable costs and best meet the needs of customers in the best way.
- The hotel often has customer appreciation programs, promotions to attract more customers.
- The hotel connects, creates relationships with service providers to diversify options to stimulate the ability of tourists to travel.
- Good, new and modern facilities to create convenient living needs for customers.
The company has effectively established a strong brand image and earned customer trust When customers perceive high value in relation to their spending, they are more likely to return and recommend the company to others This positive experience leads to an expanded customer base and increased revenue.
In any business in general, and Capella Hotel in particular, mistakes are unavoidable.
Customers often prioritize their needs, leading to strict and demanding expectations from hotels This pressure compels hotels to attentively cater to their requests, particularly during the low season when guests seek high-quality service to enhance their overall experience.
Secondly, currently, the form of hotel business is one of the fiercely competitive industries, there are many hotels doing the same tourism services and the price policy is similar.
The company struggles to compete with established rivals due to its limited economic potential, particularly during the low season when inadequate hotel pricing programs significantly impact revenue Furthermore, the lack of problem-solving and communication skills among some new employees contributes to unresolved issues and operational errors.
DIFFICULTIES AND SOLUTIONS
Difficulties
Although the hotel has many advantages to receive the love of visitors, there are still some limitations that need to be overcome for better customer service
The lobby area of the hotel has been noted for its inadequate air conditioning, which fails to provide sufficient cooling To accommodate international guests, a wall clock displaying different time zones is prominently placed at the reception However, staff occasionally neglect to maintain the clock, resulting in inaccuracies that lead to guest complaints Additionally, the hotel's uniforms effectively distinguish its staff, enhancing the overall appeal compared to neighboring hotels.
The hotel’s costumes lack investment and remain quite simple, highlighting a need for improvement Additionally, staff training in foreign languages such as Korean and Chinese is essential, as many tourists from Japan, Korea, and China visit, while most staff only speak English Furthermore, the pricing policies and promotions are limited and do not cater to both domestic and international guests It's crucial to enhance communication and adaptability in customer service to meet the needs and ensure the comfort of all guests.
Solutions
Picture 5.1: Capella hotel room photos
Tourists have high expectations for services and amenities, particularly during holiday seasons when demand peaks To accommodate guests effectively, hotels must proactively upgrade and maintain their facilities, ensuring that room capacity and service quality meet the evolving needs of visitors Regularly enhancing equipment and services is essential for delivering a satisfying experience, especially during busy periods.
To enhance guest satisfaction and attract more visitors, the hotel should prioritize investing in bed facilities and upgrading existing rooms, including those that are currently unused It's essential to replace old or damaged equipment, such as air conditioners and internet access, to ensure a comfortable stay Additionally, incorporating a modern system that allows guests to independently book services, receive communications, check out, and view bills without needing to interact with the reception will significantly improve convenience While the initial investment in such advanced equipment may be high, the long-term benefits in guest experience and satisfaction are invaluable.
To enhance its appeal to both domestic and international visitors, Capella Hotel should diversify its room offerings and invest in upgrading high-end accommodations for affluent tourists Emphasizing aesthetic decoration in guest rooms, public areas, and hotel exteriors is essential for creating a lasting impression The hotel’s modern architecture, combined with elements that reflect the coastal beauty of Da Nang, can be further accentuated by incorporating nature-inspired decor, such as island-shaped clocks and delicate floral arrangements This harmonious blend of tradition and modernity will elevate the overall guest experience and increase the value of the hotel’s offerings.
Capella is a three-star international hotel that maintains high-quality standards for its facilities However, after a year of operation, the restaurant facilities have begun to show signs of damage and deterioration.
To enhance operational efficiency in the restaurant, it is crucial to maintain facility usage levels and promptly address any damages through repairs or replacements Additionally, equipping the staff with essential tools, particularly during winter, such as strollers, dishwashers, and glass cleaners, is vital A reliable computer system is also necessary, as it often experiences malfunctions Furthermore, ensuring consistency in printing logos on restaurant items is important for brand identity.
Due to evolving customer preferences, restaurants have shifted away from exclusively serving European-Asian cuisine, leading to challenges in food preparation and limited workspace This has resulted in inconvenient tool arrangements and insufficient seating during peak winter mornings, ultimately diminishing the quality of food service To enhance the dining experience, it is essential for the hotel to upgrade and expand its facilities, streamline food service operations, and reaffirm its specialization in European-Asian dishes, ensuring higher quality and satisfaction for guests.
Picture 5.2 : Capella Hotel restaurant photos
To enhance the dining experience at the hotel restaurant, it is essential to regularly update and diversify the daily menu, particularly the breakfast buffet Incorporating traditional Da Nang dishes, such as pancakes, bread, and noodles, prepared on-site, can showcase the local culinary culture and engage guests visually While these dishes may appear simple, they can provide a fresh and satisfying experience for tourists, especially those with higher incomes Additionally, to cater to the diverse preferences of international visitors, the breakfast buffet menu should be frequently revised, and the dining table decor should be refreshed periodically—daily, weekly, or monthly—to maintain a vibrant atmosphere and prevent monotony.
In addition to primary accommodations, hotels offer a variety of supplementary services to meet guests' diverse needs during their stay These include hall rentals for conferences and seminars, recreational activities like tennis and swimming, and relaxation options such as spas and pools While hotel offerings encompass both goods and services, the majority are delivered as services, with the time and space of production and consumption occurring simultaneously Consequently, many experts categorize hotel products primarily as services, reinforcing the notion that hotel operations are fundamentally rooted in the service industry.
Banquet service at Capella Hotel requires meticulous preparation to enhance visitor experience Incorporating unique outdoor buffet programs, such as group games and gift singing, fosters cohesion and interaction among guests Additionally, prioritizing the recruitment and training of a dedicated team for organizing these events is essential This specialized staff should possess strong event management skills and proficiency in foreign languages to ensure seamless execution of parties and gatherings.
Marine sports are highly appealing to guests; however, the current state of equipment is inadequate to meet their needs To enhance the guest experience, the hotel should implement effective policies to upgrade existing equipment and expand its rental offerings, including canoes and surfboards.
Sculpture stone statues have become a popular attraction for visitors, prompting hotels to collaborate with reputable art stone workshops to diversify their offerings By incorporating traditional Vietnamese products such as leaf cones, rattan, fabric, and brocade, hotels can provide a wider selection of souvenirs for guests This not only enhances hotel revenue but also enriches the cultural product variety, helping to attract international visitors and strengthen competitive advantages against other resorts in the industry.
To enhance guest satisfaction and cater to high-end clientele, the resort should consider diversifying its service offerings by exploring additional amenities that have yet to be utilized.
+ A replenishing mud massage service, mud bath:
In today's fast-paced world, the growing interest in herbal body care reflects a desire for holistic wellness amidst environmental challenges Spa treatments, which engage all five senses, provide deep mental and physical rejuvenation Utilizing mineral mud, rich in vitamins and nutrients, aids in exfoliating dead skin cells, promoting skin regeneration, and combating aging Mud massages enhance skin firmness, health, and detoxification, making mud bathing a natural path to achieving a healthy body and smooth skin At Capella Hotel, guests can explore this new service in a serene setting, offering an effective alternative to traditional massages with fresh flowers and herbs.
The hotel currently lacks a reading library, which is a missed opportunity, especially for international high-end guests who are eager to learn about their destinations These travelers often combine leisure with a desire for knowledge, making a curated library of books an appealing addition that can enhance their experience and attract this discerning audience.
+ Addition of Team Building service, camping on the beach
Tourists have unique and demanding expectations for products and services, often seeking novelty and comfort during their travels Catering to large groups, hotels can enhance guest experiences by creating relaxing environments that foster camaraderie Utilizing coastal spaces for team-building activities and outdoor camping can significantly enrich visitors' stays To effectively implement these services, hotels should carefully plan and consider partnering with tour operators to ensure successful execution of these engaging activities.
5.2.4 Solutions for human factors in product policy
CONCLUSION AND SUGGESTIONS
Suggestions
- Suggestions for the Capella Hotel
In my opinion, Capella Hotel is an ideal place to work I really like the working style and the people here.
During my internship at Capella Hotel, I received tremendous support from the manager and staff, which greatly enhanced my experience However, I observed several areas where the hotel could improve its operations.
Despite being a 3-star hotel, visitor numbers are low, indicating a need for enhanced marketing and promotional efforts to attract more tourists Additionally, expanding utility services, such as adding swimming pools and promotional offerings, could help draw more domestic visitors, especially in light of the ongoing decline in foreign tourism due to the impacts of the COVID-19 pandemic.
Internships, such as those in the resort industry, should offer a reward fee to recognize the hard work and dedication of interns Despite putting in the effort comparable to full-time employees, interns often lack incentives that motivate them to excel Implementing a reward system would not only enhance morale but also encourage interns to perform at their best.
-Suggestions for Duy Tan University and English Department
The English Department at Duy Tan University effectively supports students in their academic and internship experiences However, incorporating tourism and professional subjects into the curriculum is essential for enhancing students' understanding of the hospitality and tourism industry This addition would better prepare students for practical experiences and equip them with the necessary professional knowledge for their future careers I encourage the Faculty to collaborate more with relevant companies and businesses to strengthen this aspect of education.
Studying English for tourism opens up numerous internship opportunities for students To enhance their practical experience, it is essential for the faculty to consider extending the duration of these internships, allowing students more time to develop their skills in real-world settings.
Conclusion .51 REFERENCES
In the highly competitive tourism market, attracting and retaining customers is an intricate art that requires extensive research and collective effort from all stakeholders From the initial architectural design to the modern investment in facilities, a strong emphasis on service style is essential for businesses to thrive and maintain their position in the market.
Over the past year, Capella Hotel has not actively researched the market or implemented strategies to draw visitors, which has impacted its brand reputation in the region Additionally, certain products and services offered have fallen short of meeting the expectations of high-income tourists To enhance its appeal and secure its position in the Da Nang tourism market, the hotel must intensify efforts to attract visitors, leverage its existing strengths, and establish itself as a trustworthy and prestigious destination for travelers.
During my internship at Capella Hotel, I gained valuable practical knowledge, particularly in analyzing visitor fluctuations and the resort's business performance I discovered that international tourists represent a significant profit source; however, the strategies for attracting this audience have not been effectively implemented, resulting in underutilization of the resort's resources.
With the topic "AN INVESTIGATION INTO THE REALSITUATIONS AND SOME SOLUTIONS TO ATTRACTING TOURISTS
At Capella Hotel Da Nang City, I am eager to share my insights and perspectives to enhance our approach to business I am optimistic that, in the near future, the hotel will achieve greater operational efficiency, bolster its reputation, and strengthen its standing in the competitive tourism market.
Despite receiving numerous comments from teachers, the work still contains errors due to time constraints and limited knowledge and practical experience Many of the feedback provided is based on personal subjective feelings I welcome further input from all teachers in the Department of Foreign Languages to enhance the quality of the topic.
I would like to express my heartfelt gratitude to Supervisor Tran Thi Tho for her unwavering support and guidance throughout my work I also extend my thanks to the entire team at Capella Hotel for their invaluable assistance, which greatly contributed to the successful completion of my thesis.
[1] Nguyễn Thanh Chương (Tái bản 2020), Sách giải thích Thuật Ngữ Du lịch và Khách Sạn
[2] Vũ Thị Hoa, Nguyễn Vũ Hà (2008), Giáo trình lý thuyết Nghiệp Vụ Nhà Hàng, trường Du lịch Hà Nội
UNWTO Definition from Understanding Tourism: Basic Glossary: Tourism Industries
Boorstin, D (1964): The Image: A guide to pseudo-events in America. New York: Harper
[3]h ttps://www.igi-global.com/chapter/a-business-model-for-accessible-tourism/
[4]https://www.igi-global.com/chapter/semantic-web-tourism
[5] http://dichvuvietbaocao.com/phan-biet-khach-du-lich-noi-dia-va-khach- du-lich-quoc-te-dac-diem-khach-du-lich-noi-dia
This is my questionare to serve the project, it will not be disclosed to any agencies or organizations
1 How many times have you been in Capella Hotel?
2 You know Capella Hotel thanks to:
3 How do you feel about the services at the hotel?
4 During your stay at the hotel, what made you most satisfied?
5 What makes you unsatisfied about the hotel?
6 Do you have any suggestions for the service at the Capella hotel?
7 According to you, how is the service staff’s attitude ?
8 Are you satified with the facilities at the Capella Hotel ?
9 Do you think you will return to Capella Hotel in the future?
10 What was your impression or favorite thing about Capella Hotel?