Rationale
Tourism has emerged as a vital non-polluting industry globally, including in Vietnam, driven by the growing demands of travelers seeking enriching experiences The integration of the global economy has further attracted commercial visitors to Vietnam, significantly impacting the tourism sector As a result, there is an increasing need for countries and businesses to deliver high-quality services to meet customer demands Within this context, the hotel industry remains a crucial component of tourism, playing an essential role in the national economy and adapting to these evolving trends.
Da Nang, a coastal city with a prime location, is poised for unique tourism development, attracting visitors to its renowned attractions To enhance the travel experience, the hotel and restaurant sector has rapidly evolved, improving both service quality and infrastructure to cater to diverse customer needs While the variety of accommodations aims to satisfy guests across different budgets, not all hotels achieve this goal effectively The guest service process in hotels is complex yet crucial, as it directly impacts overall product quality Consequently, the reception department plays a vital role in welcoming guests, serving as the essential link between the hotel and its customers.
Enhancing the service quality of the reception department is essential in today's highly competitive hotel industry To gain a competitive edge, businesses must implement effective strategies that focus on improving service standards.
This article explores the significance of enhancing the service quality of the front desk department at Saigontourane Hotel By emphasizing the importance of a warm welcome and the dedicated guidance of teachers, it aims to investigate the current state of reception services and propose effective solutions for improvement.
Aims and Objectives
This study focuses on the functions, responsibilities, and significance of the reception department at Saigontourane Hotel in Da Nang It aims to identify key areas for improvement and propose solutions to enhance the service quality of the receptionist department within the hotel's guest services.
This study is intended to:
•Find out some strengths, weaknesses, threats and solutions to the development of The Reception Department at Saigontourane Hotel.
•Suggest some strategies to overcoming those problems.
Scope of the Study
This study draws an analysis and evaluation of the Reception Department The study also offers some solutions to attracting tourists coming to the hotel.
Method of the study
In this case study, I used the below methods :
- Direct observation of the reception department activities has been carried out
- Method of Collection: data of reception department were collected from some websites of hotel and on the internet
- Method of Description: detailed description of the Reception activities and channels of communication are presented by this method.
- Method of Analysis: from data collected, I analyzed the real situation of the Reception Department at Saigontourane Hotel.
Organization of the Study
This study is presented in three chapters:
Part A is the overview and activities of Saigontourane hotel - Da Nang.
Part B is the reception department and service process status of the ceremony department reception at Saigontourne Hotel – Da Nang.
Part C is the solutions to improve service quality of the ceremony department reception at Saigontourane Hotel – Da Nang.
CHAPTER 2 THEORETICAL BACKGROUND 2.1 Hotel Business
There are many different various definitions of the word "hotel":
- The hotel is a temporary accommodation with many services for tourists who need to relax, eat, hold or attend a conference
A hotel is a paid lodging establishment offering short-term accommodations, featuring a variety of room options from basic setups with modest mattresses to luxurious suites equipped with high-quality beds, kitchen facilities, upholstered chairs, flat-screen televisions, and en-suite bathrooms.
A hotel is defined as a commercial establishment that offers accommodation, meals, and various services to travelers and tourists To qualify as a hotel, it must have at least six letting bedrooms, with a minimum of three featuring attached private bathrooms While hotels are rated on a 'Star' scale from 1-Star to 5-Star, there is no standardized method for these classifications, and compliance with customary requirements is voluntary.
A hotel is a commercial establishment that offers lodging and various services to cater to guests seeking overnight stays or vacations, whether short or long-term In addition to accommodation, hotels often provide dining options, entertainment, recreational activities, and other essential services to enhance the guest experience.
2.1.2.1 The size of the hotel
-Hotels can be categorized according to 4 ways :
Classification according to it sizes:
-Classification according to it target markets:
-Classification by levels of services:
-Classification by ownership and affiliations:
While many countries employ different classification systems for hotels based on chain name and type, no universal international standard exists The five-star rating system, commonly utilized by independent organizations such as AAA, ranks hotels from one star (the lowest) to five stars (the highest) Understanding the implications of hotel star ratings is more advantageous than simply recognizing the best and worst scores.
Here is a general interpretation of the hotel star ratings system:
A one-star rating indicates that a property provides basic accommodations without any additional amenities It does not imply that the hotel is dirty, poorly maintained, or located in an undesirable area; rather, it signifies that guests can expect a simple place to sleep without extra comforts.
+ Two-Star: Like one-star hotels, two-star properties are typically more affordable than hotels that have a higher rating — they are also usually quite comfortable
+ Three-Star: Three-star hotels ordinarily have some unique amenities and provide quality service
+ Four-Star: Four-star hotels are often noted for their upscale quality and extraordinary comfort
A five-star property offers impeccable guest services within a luxurious and modern environment These hotels feature premium dining options and personalized services, ensuring that every detail is meticulously attended to Guests can expect high-end, luxury toiletries, enhancing their overall experience and comfort during their stay.
A Business Hotel is an establishment where the main client segment stems reason for travel is business Due to several reasons this segment establishes itself as highly profitable to hotels.
Consumer products are diversified depending on customer needs, however there are 3 main types identified as Hospitality business, catering business and additional services business.
Accommodation business in hotel business is the most basic activity supplying room for guests to make profit while they temporarily stay at places of interest.
Catering business includes processing, selling food and offering other services to satisfy guests’ needs of food at restaurant or hotel to gain profit.
Additional services offered by businesses cater to the unique needs of customers, enhancing hotel products and overall guest experience These services are designed to address minor requirements and can be categorized into two types of facilities based on the diverse preferences of guests.
For normal needs: laundry, telephone
For special needs associating with purpose of the trip: souvenir, conference, spa, casino, etc.
2.3 The Reception Department In Hotel Business
A hotel receptionist serves as the first point of contact for guests, significantly influencing their impression of the hotel's service quality, standards, and hospitality This role is crucial in the hospitality industry, as receptionists handle various administrative tasks, including answering phones and providing information to guests and customers The reception department is essential, acting as the face of the hotel and a vital link between customers and hotel operations.
The Reception Department serves as the most visible and crucial aspect of a hotel, with the reception desk being the primary focal point for guest interactions This area not only creates the first impression for guests but also acts as the communication hub for hotel operations To enhance its appeal, hotels invest significantly in making the reception area luxurious and aesthetically pleasing, ensuring it reflects the hotel's overall image The front office department plays a vital role in shaping the hotel's reputation and guest experience.
A receptionist’s daily tasks will involve:
- Making reservations and setting rooms for guests
- Answering and forwarding phone calls
- Making a procedure of check in, check out
- Offering service such as faxes, mail, messages, transportation, currency exchange, etc.
- Taking care of guests, listening and talking with guests
Receptionists play a crucial and trusted role within organizations, requiring strong written and verbal communication skills Proficiency in Microsoft Office applications, particularly Word and Excel, is essential for success in this position Additionally, prior experience as a receptionist can be beneficial.
Working at a hotel reception is a dream job for many due to its vibrant atmosphere and the opportunity to interact with diverse individuals To excel in this role, certain skills and qualities are essential.
Appearance requirements: oReceptionists must be good-looking, well-proportioned, not deformed, not infected, charming and good communication style.
To excel as a receptionist in the hospitality industry, it is essential to possess relevant diplomas and certifications Effective communication skills are crucial for engaging with customers and promoting the hotel's products and services Additionally, a thorough understanding of regulations and legal documents pertaining to the tourism sector and hotel management is necessary to ensure compliance and enhance guest experiences.
Receptionists in the hotel industry are required to be fluent in General English and industry-specific English, along with proficiency in additional foreign languages such as French, Chinese, Japanese, and Korean Additionally, they must possess strong computer skills, including the ability to manage office software, handle email correspondence, operate phone systems, create and manage schedules, and potentially learn specialized industry software.
Professional ethics are essential for receptionists, who must embody honesty and diligence as their core traits It is crucial for reception staff to be open-hearted, hospitable, polite, and respectful, demonstrating a willingness to assist guests in any situation.
Though each organization has different reception activities, all of Reception groups are impacted by a number of issues divided into internal factors and external factors
Some of the key intrinsic factors, originated from organization, are: salary, business activity, product’s quality, Reception policy, material & technical facilities and human resources
Technical facilities of the hall area:
Tourists expect high-quality service that matches the value they spend when staying at a hotel Like other businesses, the hotel industry faces challenges in assessing product quality, making it essential to ensure guest satisfaction through exceptional service.
Hotel Business
There are many different various definitions of the word "hotel":
- The hotel is a temporary accommodation with many services for tourists who need to relax, eat, hold or attend a conference
A hotel is a paid lodging establishment offering short-term accommodations Room amenities can vary significantly, from basic mattresses in small rooms to luxurious suites featuring high-quality beds, kitchen facilities, upholstered chairs, flat-screen televisions, and en-suite bathrooms.
A hotel is defined as a commercial establishment offering accommodation, meals, and various services for travelers and tourists To qualify as a hotel, it must have at least six letting bedrooms, with a minimum of three featuring private bathroom facilities While hotels are often rated on a scale from 1-Star to 5-Star, there is no standardized method for these classifications, and adherence to customary requirements is voluntary.
A hotel is a commercial establishment that offers accommodations and various services to meet the needs of guests seeking overnight stays or vacations, whether for short or extended periods In addition to lodging, hotels often provide catering, entertainment, recreational activities, and other essential services to enhance the guest experience.
2.1.2.1 The size of the hotel
-Hotels can be categorized according to 4 ways :
Classification according to it sizes:
-Classification according to it target markets:
-Classification by levels of services:
-Classification by ownership and affiliations:
Many countries utilize different classification systems for hotels based on their chain name and type, yet there is no universally adopted international standard Typically, independent organizations like AAA employ a five-star rating system, where one star represents the lowest quality and five stars signify the highest While understanding the best and worst ratings is useful, grasping the significance behind hotel star ratings offers greater advantages for travelers.
Here is a general interpretation of the hotel star ratings system:
A one-star rating indicates that a property provides basic accommodations without any additional amenities This rating does not imply that the hotel is dirty, poorly maintained, or situated in a bad location; it simply means that guests can expect a place to sleep with minimal services.
+ Two-Star: Like one-star hotels, two-star properties are typically more affordable than hotels that have a higher rating — they are also usually quite comfortable
+ Three-Star: Three-star hotels ordinarily have some unique amenities and provide quality service
+ Four-Star: Four-star hotels are often noted for their upscale quality and extraordinary comfort
A five-star property offers impeccable guest services within a modern and luxurious setting These hotels feature premium dining options and personalized services, ensuring that every detail is meticulously attended to Guests can expect high-end, luxury toiletries, enhancing their overall experience and comfort.
Concept of hotel business
A Business Hotel is an establishment where the main client segment stems reason for travel is business Due to several reasons this segment establishes itself as highly profitable to hotels.
Consumer products are diversified depending on customer needs, however there are 3 main types identified as Hospitality business, catering business and additional services business.
Accommodation business in hotel business is the most basic activity supplying room for guests to make profit while they temporarily stay at places of interest.
Catering business includes processing, selling food and offering other services to satisfy guests’ needs of food at restaurant or hotel to gain profit.
Additional services offered by businesses cater to the unique needs of customers, enhancing hotel offerings These services are designed to address minor guest requirements and can be categorized into two main types of facilities based on varying guest preferences.
For normal needs: laundry, telephone
For special needs associating with purpose of the trip: souvenir,conference, spa, casino, etc.
The Reception Department In Hotel Business
A hotel receptionist serves as the first point of contact for guests, significantly influencing their impression of the hotel's service quality, standards, facilities, and hospitality This role is crucial in the hospitality industry, as receptionists handle various administrative tasks, such as answering phones and providing information to guests and the public The reception department is vital to hotel operations, acting as the face of the hotel and a key connection between customers and the business.
The Reception Department serves as the most visible and pivotal area in a hotel, with the reception desk being the central hub for guest interactions This desk not only shapes the first impression of the hotel but also acts as the communication center for all hotel operations To enhance its appeal, hotels invest significantly in creating a luxurious and aesthetically pleasing reception area, which is often the first and last point of contact for guests The front office department is crucial in building and maintaining the hotel's image, making it essential for overall guest satisfaction.
A receptionist’s daily tasks will involve:
- Making reservations and setting rooms for guests
- Answering and forwarding phone calls
- Making a procedure of check in, check out
- Offering service such as faxes, mail, messages, transportation, currency exchange, etc.
- Taking care of guests, listening and talking with guests
Receptionists play a crucial and reliable role within organizations, requiring strong written and verbal communication skills Proficiency in Microsoft Office applications like Word and Excel is essential for success in this position Additionally, prior experience as a receptionist can be advantageous.
Working at a hotel reception is a dream job for many due to its dynamic environment and the opportunity to interact with diverse individuals from around the world To excel in this role, it is essential to possess strong communication skills, adaptability, and a customer-focused mindset.
Appearance requirements: oReceptionists must be good-looking, well-proportioned, not deformed, not infected, charming and good communication style.
To excel as a receptionist in the hospitality industry, one must possess relevant diplomas and certifications, along with strong communication skills to effectively engage with customers and promote the hotel's offerings Additionally, a comprehensive understanding of tourism regulations and legal documentation, as well as knowledge of management protocols related to guests and hotels, is essential for success in this role.
Receptionists in the hotel industry must be proficient in General English and possess specialized English skills relevant to hospitality Additionally, knowledge of foreign languages such as French, Chinese, Japanese, and Korean is beneficial Competence in office and receptionist-specific computer systems is essential, including skills for managing emails, utilizing phone systems, creating schedules, and potentially learning industry-specific software.
Receptionists are required to uphold professional ethics by being honest and diligent, which are essential traits for their role They should embody openness, hospitality, politeness, and respect, always ready to assist guests in any situation.
Though each organization has different reception activities, all of Reception groups are impacted by a number of issues divided into internal factors and external factors
Some of the key intrinsic factors, originated from organization, are: salary, business activity, product’s quality, Reception policy, material & technical facilities and human resources
Technical facilities of the hall area:
Tourists expect high-quality service that matches the value of their spending when they stay at hotels Like other industries, the hotel business faces challenges in assessing product quality, making it essential for hotels to prioritize guest satisfaction and service excellence.
The quality of tourism products significantly influences customer perceptions, heavily relying on tourists' psychology However, the initial impression for guests is primarily shaped by the hotel's technical facilities and equipment These facilities serve as a crucial image for the hotel, attracting and guiding customer choices, particularly for first-time visitors who often base their decisions solely on the available amenities.
The quality of hotel service is significantly influenced by its facilities, particularly the reception area, commonly known as the lobby As the first point of contact for guests, the lobby serves as the hotel's face, leaving a lasting impression on visitors This space not only showcases the hotel's aesthetic appeal but also reflects its status, heritage, and the business intentions of its investors.
+ Facilities lobby area must meet the following requirements:
+ As travel business creates goods and services to meet the different needs of visitors, so labor in tourism is divided into different areas with high professionalism.
Attitude and working style of employees:
Hotel visitors typically seek leisure and entertainment to unwind from their stressful workdays While the material aspects of hotel services are essential, the spiritual elements play a crucial role in fostering joy and satisfaction during their travels.
Reception staff serve as the first and last point of contact for hotel guests, making their attitude and service crucial A warm welcome, professional demeanor, and dedicated care create exceptional experiences that leave a lasting impression on tourists This commitment to outstanding service distinguishes the hotel and enhances its appeal.
The reception of products is significantly influenced by various extrinsic factors, including social, economic, technological, competitive, and regulatory issues While these elements are largely beyond our control, they play a crucial role in determining the effectiveness of reception products, with technology having the most substantial impact among them.
Saigontourane Hotel
Address : 05 Dong Da, Thach Thang, Hai Chau District,
Email : Saigontourane.dng@gmail.com
Website : www.saigontourane.com.vn
3.1.1 History and development of Saigontourane Hotel
Saigontourane Hotel, situated in the heart of Da Nang, offers stunning views of the picturesque Han River and Tien Sa Port, while being conveniently close to the breathtaking Hai Van Pass This hotel is a trusted choice for discerning travelers seeking accommodation for leisure, business, or trade Guests enjoy easy access to the city's administrative and shopping centers, as well as popular tourist attractions in Central Vietnam.
Discover the beauty of Da Nang with convenient access to attractions like Bana Hills, Hoi An Ancient Town, and My Son Holy Land Our 3-star international hotel features 82 well-furnished guest rooms, two on-site restaurants, and three fully equipped meeting rooms Enjoy a range of amenities including 24-hour room service, laundry service, airport transfers, a tour desk, and car rentals to enhance your stay.
Saigontourane hotel has 5 classified rooms, more than 80 well furnished room with modern designed.
Room types at the hotel
Room type Quanlity Room Rate Square Meters
Table 1: Room catalogue and room rates at the hotel
3.1.3 Functions and Responsibilities of Saigontourane Hotel
Saigontourane Hotel plays a vital role in the tourism industry by offering high-quality 3-star services, including accommodation, dining, and additional amenities such as a spa and café The hotel features modern and luxurious room designs, ensuring guests enjoy comfort with spacious accommodations ranging from 28m² to 68m², complemented by stunning views and a generous parking area of 500m² Saigontourane Hotel is recognized as an ideal destination for visitors seeking a romantic and dynamic experience.
Saigontourane Hotel is dedicated to becoming the preferred choice for travelers by consistently implementing tailored business projects and strategies that cater to the unique needs of each guest during their stay.
Saigontourane Hotel offers exceptional services for tourists, including comfortable accommodations, delightful dining options, and engaging entertainment, ensuring a satisfying stay Additionally, the hotel prioritizes staff training to enhance productivity and service quality, while also improving employees' living standards and adhering to labor laws.
Local authorities require hotels to fulfill national budget payments, ensure social security, and protect the environment By adhering to business plans and closely managing finances and human resources, hotels can enhance their economic effectiveness and contribute to the local economy's growth.
3.1.3.3 Organization structure of management at Saigontourane hotel
The General Manager's role involves establishing business standards and guiding the hotel's development direction while ensuring systematic planning and efficient management of hotel operations This includes implementing international quality service standards and economic benchmarks Additionally, the manager is responsible for creating and enforcing hotel policies to maintain uniform quality among staff, enhancing overall business performance, and overseeing the application of promotions, rewards, and disciplinary measures for other managers.
The Human Resource Manager plays a vital role in managing hotel staff and overseeing their training This department collaborates with other hotel divisions to optimize human resource effectiveness and ensures that employees receive ongoing training and development to enhance their service quality.
The role involves comprehensive financial management and accounting, overseeing hotel supplies, facilitating transfers, and delivering precise financial information to managers By enhancing accounting management planning and effectively controlling expenditures, the position focuses on cost savings, reducing expenses, and ultimately increasing the hotel's revenue.
The front office department plays a crucial role in hotel management and administration by welcoming, maintaining, and expanding relationships with guests while also attracting new visitors Acting as the logistical hub of the hotel, this department handles guest check-ins and check-outs, provides essential information about the hotel, exchange rates, and local attractions, and serves as the primary point of contact throughout the guest's stay By gathering daily insights on customer sources and needs, the front office supports hotel management in refining business strategies and plans Additionally, it facilitates communication between guests and other hotel departments, ensuring a seamless experience for all visitors.
The sales and marketing manager is crucial to the hotel's success, focusing on enhancing its reputation and cultivating a positive image for guests Their mission involves fostering effective two-way communication with guests to ensure a memorable experience and strengthen the hotel's brand presence in the competitive hospitality market.
The housekeeping manager oversees the housekeeping staff responsible for maintaining the hotel's living areas, ensuring cleanliness and organization throughout This role includes managing laundry services for guests, washing napkins and linens for restaurant tables, and cleaning public spaces and staff offices Additionally, the manager is tasked with designing, cutting, sewing, and altering uniforms for all hotel personnel.
Reception Department at Saigontourane Hotel
3.2.1 Introduction of Reception Department at Saigontourane Hotel
The receptionists at Saigontourane Hotel are well-trained through universities, colleges, and vocational programs in tourism and hospitality, equipping them with essential knowledge in areas such as accounting, billing, system statistics, and marketing A crucial skill for these receptionists is effective communication, which is vital for interacting with both colleagues and guests Additionally, strong sales skills are emphasized, developing over time as they gain experience in their roles.
- In addition, employees should have certain knowledge of:
- The rules, legal documents of the tourism industry and agencies management related to guests and hotel business
- The rules and regulations on management of hotel guests, rules for the workforce in the hotel, especially in the front desk department
- Objectives, business directions as well as room types, price and ability to provide all kinds of services to serve both inside and outside hotel
- Understand some rules of diplomacy, process, psychology of some countries
- Have knowledge about cultural historical relics, landscapes and a system of famous tourist attractions of the locality, region and country to introduce and advise visitors.
- Saigontourane Hotels are a profitable business by providing services accommodation, meals and other services required by the customer.
The receptionist serves as the "face" of the hotel, playing a crucial role in creating a positive first impression for guests Positioned at the front desk, they handle various responsibilities, including answering phone calls, managing customer inquiries, and facilitating check-in and payment processes By ensuring a warm welcome and efficient service, the receptionist not only promotes the hotel brand but also attracts potential customers and fosters loyalty among existing ones Located in the heart of the Saigontourane hotel, the reception department is essential for providing front desk services, managing reservations, and ensuring a seamless experience for all guests.
The reception function in hotels encompasses essential communication skills and a warm welcome for guests, who are the primary source of income through their use of hotel services As paying customers, they deserve an enthusiastic and thoughtful reception, characterized by a considerate and open-minded attitude This crucial role is primarily handled by the receptionist department, where effective guest welcoming is vital for a positive hotel experience.
Function of advertising and selling rooms:
The process of booking and selling hotel rooms relies heavily on the agreement between guests and the hotel reception This role necessitates that receptionists possess a thorough understanding of the hotel's pricing strategy and market dynamics, along with relevant experience in customer engagement.
The receptionist plays a vital role in delivering essential information to guests, actively engaging with them to gather valuable feedback This position ensures seamless communication between various hotel departments and enhances the overall guest experience by fostering a continuous flow of information.
The reception role is unique compared to other departments, as it involves assisting customers from their arrival during check-in until their departure Receptionists monitor room status and guest accommodations, ensuring that guests experience a seamless stay without any issues or inconveniences.
- This function is the receptionist last job before guests leave the hotel. This is an important function that requires attention and carefully, avoid as much as possible unfortunate mistakes.
The receptionist plays a crucial role in supporting hotel management by contributing to strategic planning, forecasting guest sources, and analyzing expenditure in relation to revenue and profit, ultimately guiding the expected direction of the business.
The receptionist serves as the initial point of contact for clients at Saigontourane Hotel, playing a crucial role in creating a positive first impression that promotes the hotel brand and attracts potential customers while fostering loyalty among existing guests Located in the hotel's central area, the reception department offers essential front desk services, including welcoming guests, managing reservations, facilitating check-in procedures, and handling payments and check-outs.
This job is representative for the hotel, the receptionist directly contact with guests to welcome guests, to do hotel registration procedures and supply service to customers
+) Master the plan of arrivals to prepare hotel registration documents and prepare to welcome guests
+) Welcome guests when they arrive at the hotel, proceed with the entry procedures room for guests
+) Understand the status of the room to arrange rooms for guests, apply techniques sales performance to sell rooms at high prices, increasing revenue for hotels
+) Introduce services in the hotel such as internet usage, real restaurant menu
+) Receive and preserve keys for guests when guests go out, done the timely temporary residence declaration at the request of the police
+) Quickly and effectively deal with customer complaints
Ensure that all relevant service departments are informed about the pick-up, service, and check-out procedures for guests Coordinate with the restaurant department to provide welcome drinks upon check-in, and arrange for special flowers and fruits to be placed in the guests' living room to enhance their experience.
Figure 2: Organization chart of reception department
3.2.4 Activities of reception department at Saigontourane Hotel
The receptionist serves as the initial point of contact for guests upon their arrival, playing a crucial role in hospitality Their primary responsibilities include welcoming guests and addressing any questions or concerns they may have.
+ At Saigontourane Hotel, Receptionists have to focus on some tasks,they are:
- Introduce and provide information about types of hotel rooms for guests to choose from
- Selling rooms and arranging rooms for guests
- Hotel registration procedures for guests
- Directly or in coordination with other departments to serve internal customers period of stay at the hotel
- Advertising, selling and providing office services and additional services another hotel
- Solve problems arising and complaints of guests during the accommodation in hotel.
- Information and coordination with other departments during the service.
- Making payment procedures and seeing off guests
- Participate directly or indirectly in customer marketing hotel
Consistently gather and update information on guest status, room availability, and the characteristics of guest sources This data should be communicated to hotel management and research departments to enhance the advisory capabilities of the department, ensuring efficient and effective operations.
- Ensure safety of life and property for guests and hotels Group to help each other, continuously improve their professional qualifications and improve working method.
No Category Quantity Status of using
Saigontourane Hotel offers well-equipped reception facilities that effectively support the operations of the reception department To ensure seamless service and prevent issues, regular inspections of all equipment are essential for maintaining readiness and functionality.
Room classification of Saigontourane Hotel
Saigontourane Hotel features three floors and nearly 60 well-appointed rooms, providing a comfortable stay that meets 3-star hotel standards Guests can enjoy modern amenities and luxurious furnishings, with room rates inclusive of complimentary Wi-Fi access in rooms and the lobby area.
There are 5 types of rooms, namely: junior, deluxe, super deluxe, royal deluxe and premium suite:
Junior Room: Room for one or two people with full facilities and a small window.
Deluxe Room: Room for one or two people with full facilities and double bed
Super Deluxe Room: Room for two to four people.
The status of the hotel business in recent years (2018-2020)
Year Capacity of hotel rooms (%)
The occupancy rates in Da Nang city have shown notable fluctuations over the years, with a recorded 72.21% in 2018 and a rise to 75.30% in 2019, reflecting a 3.09% increase driven by a surge in tourist and business traveler arrivals However, the onset of the COVID-19 pandemic in 2020 led to a significant decline in room occupancy rates.
In general, the reception department at the hotel has made a positive contribution in serving guests when guests come to the hotel.
That is shown through the following criteria:
+ Most of the staff at the reception are young, dynamic Always happy and smiling with guests
The reception department's staff excel in English communication, ensuring accurate, fast, and efficient customer service that leaves many customers highly satisfied.
The success of the department can be attributed to the adherence of all members to a scientific and qualified working process, which includes essential receptionist skills and specific requirements set by the corporation for its staff.
+ When guests come to make a reservation, the receptionist is very flexible in giving different prices, in accordance with the requirements of customers
+ When selling rooms by phone to customers, the receptionist always speaks very sincere, polite, and professional attitude, good communication, clear and gentle voice, fast responses, and short answers
This 3-star hotel boasts modern facilities and high-quality equipment, significantly enhancing the efficiency of the reception department and supporting employees in their daily tasks.
+ There is a mining policy professional training and foreign language training.
Revenue
-16,9% Table 4: Revenue of Saigontourane Hotel over 3 Years (2018-2020)
The revenue data reveals a substantial decline, with total revenue falling by 2.38 billion dong, representing a 21.6% decrease from 2018 This drop can be attributed to the global spread of COVID-19, which severely impacted the tourism sector, particularly affecting the Saigontourane Hotel.
In 2021, hotels must enhance their infrastructure to provide exceptional service for tourists and boost revenue following the pandemic A particular focus should be on improving the Reception Department's service quality to ensure a positive guest experience.
Number of Tourist to Saigontourane Hotel
Table 5: The number of Guest at Saigontourane Hotel in the period of
Figure 3: Chart of guests stay at Saigontourane hotel (2018-2020)
The chart illustrates the guest statistics at Saigontourane Hotel from 2018 to 2020, revealing that Vietnamese visitors consistently represent over 50% of the clientele Despite the impact of COVID-19, which led to a decline in international guests, the steady influx of Vietnamese patrons has continued to generate reliable revenue for the hotel.
Hotel Through the figures in this table, the main goal of the hotel is to promote to attract more international visitors to the hotel.
Analysis of Reception Service Quality at Saigontourane Hotel
3.Le Van Chinh Staff University C- English MS office
4.Tran Thi Que Staff University B1- English MS office
5.Pham Thu Lai Staff University B1- English MS office
Uyen Staff College B1- English MS office
4.2.1 Reception staffs at Saigontourane hotel
Table 6: Saigontourane Hotel Reception Staff
In Saigontourane Hotel, there are 6 receptionists including 3 females and
The hotel employs three males and has a team of six staff members, including five with university degrees and one with a college degree All staff members are multilingual, proficient in languages such as English, Japanese, and Chinese Upon joining the hotel, employees have the opportunity to engage in vocational training classes that adhere to the hotel's high standards Throughout their tenure, staff can communicate with colleagues from other hotels in the city to exchange experiences and enhance their professional skills Additionally, they can participate in training sessions organized by the Da Nang Tourism Department and attend short-term classes led by professional managers.
Employees at Saigontourane have the chance to engage in various training classes, including specialized sessions for receptionists that commence immediately upon their readiness to work Each new hire is provided with a "Receptionist Notebook," which outlines their rights and responsibilities, as well as details on employee benefits such as salary, bonuses, training programs, social insurance, and health check protocols.
In addition to those advantages, the reception service at Saigontourane Hotel also has a number of limitations that need to be overcome:
• The qualification requires additional training
• Foreign language is not enough to understand and meet the needs of customers
• The operating mechanism of the hotel is not dynamic but cumbersome
• Mechanism of recruiting receptionists is still limited
• The price of products and services is quite high compared to the quality
- The number of newspapers placed on the shelves is limited
- Most of the staff are quite young, though enthusiastic but experienced and methodical does not really seriously on their job
- There are still some employees who only know one foreign language, which causes very much difficulties in communicating with guests from many different countries
- Some of the receptionists foreign language is not really good, so sometimes I even heard the wrong idea or did not understand what the guest said
- The handling of customer complaints is sometimes not satisfactory. Sometimes employees do not take the initiative in dealing with it the guests requirements
- Staffs are sometimes not real proactive at work, working with low self- awareness, so the effective of the job is not really good
4.2.3 Facilities at Saigontourane hotel front desk
Front desk at the hotel is the first impression with clients when them come to check- in, Saigontourane front desk always full prepared with nescessary equipment.
No Category Quantity Status of using
Table 7: Saigontourane Front Desk Facilities 4.2.3.1 Strenghts:
The hotel usually maintain the equipment to brings best services for guests, so the facilities is not usually broken or error happened
Some computer is too old and get slow sometimes, its reduce the experience of guests when the check-in or check-out taking so long.
The amount of printer and elevator is not enough in some cases, when in the peak of tourism When its get maintain, there is no prevent machine to use.
Evaluation
In March 2021, a questionnaire survey was conducted to assess the quality of service provided by the Reception staff at Saigontourane Hotel, involving a total of 150 clients who utilized the hotel's services.
Table 8: Customers information investigated at Saigontourane Hotel
Table 8 indicates that the primary demographic of hotel guests is individuals aged 30 to 45, who predominantly visit for travel purposes Additionally, many company directors select Saigontourane for their meetings and business-related activities.
4.3.1 Customer evaluation of Reception Department's facilities and equipment at Saigontourane Hotel
Table 9 : Evaluation of the Facilities in the Reception Area
Saigontourane hotels have significantly enhanced their service quality, focusing on catering and accommodation as key areas for investment The 3-star hotels offer a diverse range of room services, complemented by modern amenities such as satellite television, wireless internet, and air conditioning Additionally, guests can enjoy services like massage therapy, flower gift orders, and long-distance phone calls, ensuring a comprehensive and satisfying stay.
International, call Taxi It can be said that the quality of room service at
Saigontourane has been renovated to increase comfort for guests, to satisfy guests in length of stay
The hotel room prices and reception services at Saigontourane have remained stable, thanks to effective management by the Hai Chau district government, which has regulated hotel room rates during peak travel seasons Additionally, the expansion of catering services, including restaurants and bars, has enhanced capacity and provided more space for guests.
The quality of catering services of the hotels is guaranteed thanks because of food safety, hygiene and comply with the regulations of the tourism industry calendar and locality.
4.3.2 Customer evaluation of Reception Staff at Saigontourane Hotel
4.3.2.1 Guests’ Evaluation of Receptionist’s Foreign languages skill
Guest Quantity Receptionist’s Foreign Languages Skill
Table 10: Guests’ Evaluation of Receptionist’s Foreign Languages
Table 9 indicates that over two-thirds of guests are satisfied with the receptionists' foreign language skills; however, 20.7% of guests expressed normal to high dissatisfaction, highlighting a significant need for improvement Enhancing language proficiency among reception staff is essential, as being multilingual can greatly enhance service quality for a diverse international clientele.
4.3.2.2 Guests’ Evaluation of Receptionist’s serving attitude
Guest Quantity Receptionist’s Serving Attitude
Table 11: Guests’ Evaluation of Receptionist’s Serving Attitude
According to the survey results in Table 10, Vietnamese guests remain the primary clientele of the hotel Approximately two-thirds of respondents expressed satisfaction with the staff's attitude; however, there are still some clients who are dissatisfied To enhance customer service, particularly for international guests, the Saigontourane reception department needs to implement improvements, as cultural misunderstandings have led to negative feedback.
4.3.2.3 Guests’ Evaluation of Receptionist’s Uniform
Guest Quantity Receptionist’s Serving Attitude
Table 12: Guests’ Evaluation of Receptionist’s Uniform
Saigontourane Hotel prioritizes customer comfort, and staff uniforms play a crucial role in creating a positive first impression According to Table 11, clients express high satisfaction with the staff's attire; however, three domestic and three international guests rated the uniforms as "Normal." This feedback indicates an opportunity for improvement, as enhancing the uniform experience could further elevate the hotel's reputation and ensure all guests feel valued.
4.3.3 General evaluation about service quality of Reception Department at Saigontourane Hotel
During my time working at the Saigontourane Hotel, I have recognized the crucial role of the reception department as a vital link between customers and the company While the service process in this department boasts numerous strengths and has yielded positive outcomes, it also faces certain limitations that need to be addressed.
Strong Points
The staff are very professional, friendly and enthusiastic.
The staff always take care of guests during their stay.
Receptionists always take careful note of guests' requests.
The reception department staff are proficient in English, ensuring that customer service is delivered accurately, quickly, and efficiently, resulting in high levels of customer satisfaction.
Useful devices for receptionist to complete their job.
The process of service is very scientific and fast, minimizing unnecessary steps but still ensuring information for guests.
Weak points
They sometimes found difficulties in dealing with customer issues.
Reception staff, as well as other staff such as bell man, security employees are not good at English Consequently, this is rather inconvenient in communicating with guests.
Tourist criticism
I made a survey with 70 clients at Saigontourane hotel to get their feed back about the hotel service, and this is their criticism:
+ Rooms equipment in motels lack of sync, monotonous and sometimes get broke and affected to their experience.
+ The hotel is downgrade compare with other hotel in the area.
+ Breakfast is not too much options for guest to have more choices. And quickly get cool.
+ Free wifi but the connection is not stable.
+ The upgrade in the hotel very noise and clients feel not comfortable. + There is no private room for tour driver.
While most customers express satisfaction with our room prices and services, a few lingering issues still impact their overall experience at the hotel It is essential for the hotel to heed this feedback and make necessary improvements to enhance service quality and achieve higher ratings.