RATIONALE
Tourism is a rapidly growing industry that significantly boosts the economies of countries worldwide This sector has flourished due to the rising demand for travel, making it an essential aspect of modern life.
Vietnam's tourism and hotel industries have undergone significant transformations, driven by recent growth in tourism The rising number of hotels has intensified competition, prompting establishments to adopt strategies to attract guests As customer expectations for high-quality service continue to rise, it becomes increasingly challenging for businesses to meet the diverse needs of all patrons, as service quality is largely influenced by individual customer experiences.
To ensure the creation of high-quality hotel experiences, it is essential to minimize errors throughout the service process, from guest arrival to departure Effective communication within the hotel industry is crucial for success, similar to other economic sectors Notably, the receptionist's department plays a vital role in this communication, as it allows businesses to inform, guide, and address customer inquiries or complaints efficiently.
The reception department serves as the hotel's face, welcoming guests and addressing their needs throughout their stay As the first and last point of contact, the reception plays a crucial role in shaping guests' first impressions and overall perceptions of the hotel's quality By understanding and catering to the diverse needs of different guests, the reception team ensures a satisfying experience that enhances the hotel's reputation.
The hotel receptionist plays a crucial role in understanding and anticipating guest needs, which is essential for developing a successful business strategy Muong Thanh Luxury Song Han Hotel, a premier 5-star establishment in Da Nang, is well-regarded for its prime location and highly praised staff, particularly the reception team However, there are still significant challenges to address in order to enhance service quality Drawing from these insights and the valuable guidance of my instructors, as well as my education over the past four years, I have chosen to focus my thesis on "The Current Situation and Solutions for Improving Service Quality in the F&O Department at Muong Thanh Luxury Song Han Da Nang Hotel."
AIMS AND OBJECTIVES
This project focuses on analyzing the current state of leisure travelers at Muong Thanh Luxury Song Han Hotel, with a specific emphasis on the Front Office Department Additionally, it aims to evaluate the service quality to identify existing issues and provide recommendations for enhancing the hotel's overall quality.
This research is intended to:
- Research general issues about the operation of the reception department, the theoretical basis of service quality, and issues of improving service quality at the reception in the hotel.
- Assess the business situation, the advantages, and disadvantages in service activities at the reception desk of Muong Thanh hotel.
- Offer some solutions and recommendations to improve service quality.
SCOPE OF THE STUDY
-Scope of the content: This study focuses on improving the quality of the services of the Front Office Department at Muong Thanh Luxury Song Han Hotel.
-Scope of time: Statistics and relevant documents were used between
METHOD OF THE STUDY
In this study, I used some methods to support my work:
- Firstly, I used the collection method to get information and figures by contacting with the Muong Thanh Luxury Song Han Hotel’s staff and accounting department for essential data.
- Secondly, to show the quality of the real services of the front office department I used the descriptive method.
- Finally, I used the analytical method to investigate the actual analysis to evaluate, compare, and then draw conclusions as the basis for the proposed ideas.
ORGANIZATION OF THE STUDY
The case study consists of three main part:
Part A is the introduction of the graduation paper including Rationale,Aims, and Objectives, Scope of the study, Method of the study and Study’sOrganizations
Part B: The development is the main part of the graduation paper divided into three main chapters:
Chapter 1: The presentation about the theoretical background for this graduation paper.
Chapter 2: The general information about Muong Thanh Luxury Song Han Hotel.
Chapter 3: Analysis and evaluation of the real situation and solution of the quality of the services of the Front Office Department at Muong Thanh Luxury Song Han Hotel.
Part C: Conclusion and some suggestions to improve the Welcoming- guest Services of Front Office Department at Sea Castle 2 Hotel.
THEORETICAL BACKGROUND
Tourism
Tourism is a multifaceted concept with varying definitions depending on the source or individual, leading to a lack of consensus on its meaning Different institutions provide their unique interpretations of tourism, but fundamentally, it can be encapsulated in simple terms.
Tourism encompasses a variety of activities and services that create a travel experience, including transportation, accommodation, dining options, retail shops, entertainment, and other hospitality services for individuals or groups traveling away from home.
The interaction among tourists, business suppliers, host governments, and local communities creates a complex web of phenomena and relationships essential for attracting and accommodating visitors.
Vietnam Tourism Law 2005 introduced the following concept:
“Tourism is activities related to trips of people outside their regular place of residence to meet the needs of sightseeing, learning, and entertainment , relax for a certain period”
Tourism, as defined by the International Union of Official Travel Organizations (IUOTO), refers to the act of traveling to a location outside of one's usual residence for purposes other than business or work-related activities.
Tourism is a dynamic and competitive industry that encompasses various travel services, including transportation and accommodation It demands adaptability to meet the ever-changing needs of customers, as their satisfaction, safety, and enjoyment are fundamental to the success of the tourism business.
- Based on the purpose of the trip
- Based on visitors' interaction with the travel destination
- Some other ways to classify
Based on the geographical characteristics of the tourist destination
Based on the form of the tourism organization
Based on the mode of contract
Hotel
To talk about what the concept of "hotel" is, it can be interpreted in different ways:
Hotel is a type of business, with business registration by the law for profit-making business.
-The hotel is a business establishment, fully equipped, meeting the requirements of rest, dining, entertainment, and many other services during the stay of the hotel.
-The hotel is a solid structure, with many bedrooms, many floors, equipped with specialized equipment and furniture for the accommodation business along with many other additional services.
Vietnam's hotel industry is defined as a business establishment that caters to both international and domestic tourists It aims to fulfill their needs for accommodation, dining, entertainment, and other essential services within the hotel premises This definition is outlined in the tourism management documents by the Vietnam National Administration of Tourism, established in 1997.
The hotel serves as a favored accommodation option for tourists, offering a range of services and goods designed to fulfill their essential and additional needs, including sleeping, dining, relaxation, healthcare, and entertainment.
Based on the purpose, major customer characteristics, hotels can be divided into the following categories
This type of hotel is typically located near natural attractions like mountains, forests, and lakes, catering primarily to groups seeking relaxation and rest during their stay.
This type of hotel is usually concentrated in big cities, commercial centers The target audience is business travelers, who have a short stay, but currently serve mainly to tourists.
Airport hotels are often located close to international airports, primarily for pilots, flight attendants or guests waiting for the transit of flights with short stays.
Casino hotels are typically designed with luxurious furnishings and high-quality amenities, offering a comprehensive range of gaming services to cater to guests seeking entertainment These establishments provide an immersive experience for visitors, who usually stay for a limited duration while enjoying various gaming options.
Small-scale hotels with basic equipment often for backpackers or those who need to stay overnight They are usually located at the station, bus station, market
Hotel apartments offer travelers the convenience of fully equipped living spaces, including functional areas such as dining rooms, living rooms, bedrooms, and kitchens These accommodations cater to long-term relaxation needs, allowing guests to either enjoy their stay or partner with management to sub-lease the apartment during periods of absence.
This is a type of service to provide overnight accommodation at the roadside for guests traveling by car, motorbike to stay overnight.
Floating hotels offer luxurious accommodations comparable to mainland hotels, featuring room service, dining options, and a range of entertainment and beauty services These unique vessels are designed to travel between regions or countries, providing guests with a dynamic and unforgettable experience on the water.
Experts in the field of tourism often use two concepts: hotel business in the broad and narrow sense.
In a broad sense, the hotel business is the activity of providing services to meet the needs of rest and food for guests.
In a strict sense, the hotel business only ensures the needs of sleeping guests.
In addition to basic needs like eating and sleeping, hotel guests require facilities for meetings, treatments, and entertainment To cater to these diverse needs, the hotel industry has expanded its offerings to include entertainment options, sports activities, medical services, beauty care, laundry, telephone, payment, and transportation services.
The hotel industry focuses on delivering accommodation, catering, and additional services to fulfill guests' dining and leisure needs at tourist destinations, all aimed at achieving profitable business outcomes.
(MSc.Nguyen Van Manh & MSc Hoang Thi Lan Huong, Business Administration Curriculum hotel )
Due to the type of hotel business attached to tourists, therefore, it has distinctive characteristics directly related to tourists The hotel business has 4 main characteristics:
- Hotel business activities depend on tourism resources
Before investing in a hotel, it is crucial for investors to recognize that tourism thrives in areas rich in resources These resources, which include natural attractions like beaches and mountains as well as cultural elements such as festivals and craft villages, play a vital role in driving visitor traffic Understanding the various types of tourism resources helps investors pinpoint their target audience, ensuring that their hotel can effectively operate and grow in a competitive market.
- Hotel business requires large capital
Hospitality is a form of real estate investment that requires high capital.
Securing a prime location with convenient transportation and proximity to tourist attractions often demands a significant financial investment for renting or purchasing property Beyond the initial costs for hotel facilities and equipment, ongoing maintenance expenses post-opening also necessitate substantial and reliable capital.
- Hotel business requires a large workforce
Successful hotel operations rely heavily on human resources, as the hospitality industry is fundamentally a service-oriented sector Human interaction plays a crucial role, contributing to 80-90% of the overall quality of hotel services.
The hotel staff not only ensures smooth operations but also plays a crucial role in building the brand and attracting guests Their attitude and service quality significantly influence the hotel's image and overall guest experience, ultimately determining customer loyalty and repeat visits.
The hotel industry, driven primarily by tourism, heavily relies on natural resources and environmental conditions Weather and climate changes significantly affect tourist numbers at various destinations For instance, coastal tourism thrives during the summer peak season when hot weather attracts more visitors.
The law of human psychology is also an important factor affecting hotel operations Psychological and demographic characteristics are the deciding factors for potential customers coming to your hotel.
Besides, the socio-economic rules also directly affect the business of the hotel It determines the needs, affordability of the customer.
Hotel products encompass the range of services and goods provided by a hotel to fulfill guest needs, starting from the initial booking inquiry to the completion of their stay and departure.
In terms of appearance, we can see that the hotel products include:
Commodity products in hotels refer to tangible items, such as food, beverages, souvenirs, and other goods, that are sold within hotel enterprises These products have specific shapes and characteristics, and ownership transfers to the buyer upon purchase.
Front Office Department
1.3.1 Introduction to the Front Office Department
The Receptionist Department of a hotel is responsible for essential tasks such as welcoming guests, managing check-ins, addressing requests and complaints during their stay, processing payments, and facilitating check-out procedures.
1.3.2 The role and the mission of the Reception Department
1.3.2.1 The role of the Reception Department
- The Reception Department is the representative of the hotel, is a seller,providing all hotel information for guests.
- The Reception Department is the place to receive and resolve all complaints and complaints of the guests and is the department that knows all tastes of customers.
- The Reception Department plays an important role in helping the board of directors devise strategies to improve the product and the market.
1.3.2.2 The mission of the Reception Department
- Advertising, selling rooms, and hotel services.
- Get reservations and room layout for guests.
- Directly coordinate with other departments to serve guests during their stay.
- Payment and see off guests
- Participate in the marketing of the hotel.
1.3.3 The organizational structure of the Reception Department
- Responsible to the hotel director for all activities of the reception department
- Planning the operation plan of the Reception Desk
- Organize the implementation of the duties of the Front Desk
- Urge, inspect, monitor, and evaluate the performance of the staff in the hotel.
- Training, improving receptionist skills for employees
- Participate in marketing activities of the hotel
- Coordinate with other parts of the hotel
- Be responsible for the proper implementation of hotel regulations and current legal documents related to the work of the Front Desk.
- Well done the work of preparing guest registration records.
- Determine the reservation status of guests
- Determine the length of stay.
- Know the location, characteristics of each room type and price of the hotel
- Use sales skills in persuading guests to rent rooms and advertise other services available in the hotel.
- Divide room and meet guest room needs.
- Determining room rates and payment methods of guests.
- Make sure the votes in guests' records are complete and accurate.
- Arrange papers and information of guests on the specified shelves and deliver letters and messages to guests.
- Provide all information requested by guests.
- Keeping the tidy, clean his work area.
- Receive booking requests and timely information on hotel room types for travel agencies and booking centers.
- Make and preserve reservation records, sorting the guest records based on arrival date and guest name (in alphabetical order)
- Update booking information to manage and master the reservation situation of guests.
- Prepare a confirmation letter to book a room and send a letter confirming a reservation for Companies, Travel Agents
- When required, a deposit will be required for the booking.
- Keep track of room availability.
- Prepare a report about the reservation situation.
- Prepare a list of guests expected to arrive daily.
- Update guest spending to account.
- Pay and collect when guests check out.
- Balance of account of customers when the shift is over.
- Responsible for the cash amount of the cashier's section to perform shifts.
- Prepare payment documents for guests in advance.
- Preserve the cash collected in the shift.
Make sales reports for each shift.
- Shuttle, carry luggage to help guests
- Notify and guide guests on check-in procedures as well as help guests to familiarize themselves with the hotel's facilities.
Discover our hotel’s exceptional services, including a rejuvenating spa, exquisite restaurant, and complimentary breakfast, designed to enhance your stay Explore local tourist attractions and savor delicious dining options nearby, ensuring a memorable experience during your visit Enjoy the perfect blend of comfort and local charm at our hotel.
1.3.4 Serving process of the Front Office Department
Hotels are responsible for managing and confirming reservations based on guest requests, marking the beginning of the customer-hotel relationship With the rise of online booking, hotels gather essential guest information, including demographics, room deposits, and specific room requests Additionally, some hotels may pre-assign rooms well in advance, particularly when a guest has a preference for a specific room.
Before initiating the check-in process, front office staff must verify the guest's reservation status This includes both guests with reservations and walk-ins, as each presents valuable business opportunities for the front desk team.
A registration card, or reg card, is completed during check-in to assist the front desk in gathering vital information This card includes essential details such as billing instructions, reservation specifics, the number of adults and children, the guest's full address, passport and visa information for foreign nationals, personal details, and credit card information Obtaining the guest's signature on the registration card is mandatory, as it provides legal benefits for both the guest and the hotel.
The registration process is finalized when the guest confirms their payment method and departure date with a signature Upon completion, the guest receives a room key and directions to their room, or they may be escorted by a guest service associate or manager.
As the main contact center for hotel activity, the front office is responsible for coordinating guest requests Among those providing information and supplies to the guests.
The front desk staff must prioritize timely and accurate responses to guests, focusing on providing anticipatory service that meets or exceeds expectations By doing so, they can foster guest loyalty and encourage repeat visits to the hotel.
Security is a critical concern for guest occupancy, focusing on the protection of funds and valuables It is essential for the front desk to adhere to hotel standard operating procedures regarding the management of keys, property surveillance, safe deposit boxes, and guests' personal belongings Additionally, preparedness for emergencies plays a vital role in ensuring guest safety and security.
During a guest's stay, various charges such as restaurant bills, telephone fees, internet access, and travel desk services impact both the guest and hotel accounts These charges are typically recorded on the guest account following established front office posting procedures Notably, room charges often represent the largest portion of the guest's folio.
Upon departure, guests vacate their rooms, settle their accounts, return the keys, and exit the hotel After checkout, the front office updates the room's availability status and informs the housekeeping department In hotels utilizing property management software, this status is updated automatically.
At this stage front office also collect the feedback of the guest experience in the hotels by handing over the guest feedback form.
1.3.5 Requirements for the Front Office staff
- Having trained in receptionist skills; have the experience, professional receptionist, and some other related operations.
- Ability to communicate well with customers and sales skills.
To succeed in the hotel industry, it is essential to have a comprehensive understanding of the regulations and legal documents governing the tourism sector Familiarity with hotel management rules and regulations is crucial, along with a clear grasp of the business goals and directions Additionally, a deep understanding of the capabilities required to deliver high-quality hotel services is vital for effective management and operational success.
- Know the activities of the hotel, the products, and services currently sold, ready to provide all the most complete and accurate information to customers upon request.
- Have basic knowledge of accounting, payment, statistics, marketing, and office administration.
- Grasp some diplomatic rules, etiquette, customs, and psychology of some countries; have basic knowledge about politics, economics, social security,
- Fluent in foreign languages and office computer
- Have a good working attitude, responsible at work
GENERAL INFORMATION ABOUT MUONG THANH
Overview of Muong Thanh Luxury Song Han Da Nang Hotel
Muong Thanh Luxury Song Han Da Nang, a 5-star hotel and part of the Muong Thanh Group's chain of 53 hotels, is strategically located in the heart of the city Formerly known as One Opera Hotel, it was rebranded in 2019 following its acquisition by Muong Thanh Group The hotel is conveniently situated just 1 km from Da Nang International Airport, 2 km from My Khe Beach, and 2.2 km from the Love Lock Bridge, making it an ideal choice for travelers seeking a unique experience in this vibrant tourist destination.
The hotel in Danang boasts 201 modern rooms and three spacious meeting rooms, accommodating up to 1,000 guests, making it an ideal venue for weddings and conferences Guests can enjoy a variety of amenities, including a casino, restaurant, outdoor pool, complimentary buffet breakfast, WiFi in public areas, and valet parking Additional facilities include a health club, bar/lounge, and coffee shop Each room is equipped with conveniences such as bathtubs, free WiFi, pillowtop beds, and standard LCD TVs featuring Netflix and cable channels, along with 24-hour room service.
Muong Thanh Luxury Song Han Hotel features 201 air-conditioned rooms equipped with minibars, safes, and pillowtop mattresses for ultimate comfort Guests can enjoy entertainment on 40-inch LCD televisions with premium cable channels and Netflix Each room includes luxurious bathrooms with separate bathtubs and showers, designer toiletries, and complimentary items The hotel offers complimentary Wi-Fi, business-friendly amenities such as desks and phones, along with bottled water and hair dryers Additional services include nightly turndown and daily housekeeping On-site recreational options comprise an outdoor pool, children's pool, spa tub, health club, and sauna.
2.1.2 Muong Thanh Luxury Song Han Da Nang Hotel’s operation system
2.1.2.1 Muong Thanh Luxury Song Han Da Nang Hotel’s organizational diagram
FO Manager Deputy Director of Sales &Marketing
HSK ManagerHSK Assistant FO Assistant Sale Staff ReservationStaff
F&B Assistant Executive sous chef Chef De Parties
Diagram 1: Organizational structure of Muong Thanh Luxury Song Han Hotel
2.1.2.2 Functions and tasks of each Department
The hotel management position oversees all operations within the hotel, ranging from minor tasks to major initiatives This role involves analyzing financial reports, establishing HR policies, monitoring room occupancy rates, and ensuring the quality of food services, all aimed at optimizing performance and enhancing the guest experience.
The General Manager holds a senior management role, overseeing the company's revenues, expenses, and overall income This position is crucial for strategic planning and decision-making, as the General Manager assigns tasks to various departments while ensuring the smooth operation of the hotel on a daily basis.
They oversee a company’s operations, have budgeting responsibilities and are involved in hiring and evaluating company personnel They also step in and assume the general manager's responsibilities in their absence.
The Front Office (FO) Department serves as the hotel's lobby and is often regarded as its "face," responsible for welcoming and assisting guests during their stay While it may not be the largest department, the FO is crucial for maximizing hotel revenue, fostering strong customer relationships, and enhancing the hotel's image and brand through effective marketing strategies.
The Food and Beverage (F&B) Service is a vital division within hotels that encompasses restaurants and bars, offering a diverse selection of food and drinks to guests This department not only serves as a significant revenue generator but also plays a crucial role in showcasing the hotel's culture and enhancing its brand identity among various customer segments.
The primary objective of housekeeping (HK) is to maintain bedrooms that are consistently clean, hygienic, and organized, adhering to established standards As a crucial component of hotel operations, HK significantly impacts overall hotel revenue, contributing to 60% of total earnings.
The food and beverage department is a vital component of a hotel, responsible for the efficient distribution of food and drinks both within the hotel and to external venues This department significantly contributes to the hotel's overall success, generating approximately 40% of total revenue It encompasses various sub-divisions, including the kitchen, restaurant, bars, banquet hall, room service, and outside catering, all of which play essential roles in enhancing the guest experience and driving profitability.
The human resources department plays a vital role in ensuring employee well-being within any business, regardless of its size Key HR responsibilities encompass managing payroll, administering benefits, overseeing hiring and firing processes, and staying informed about state and federal tax regulations.
The primary role of hotel marketing and sales is to identify and attract potential customers, expand market reach, and introduce hotel products effectively This involves conducting market research and competitor analysis, as well as gathering statistics to evaluate business efficiency Additionally, customer surveys provide valuable insights that inform management about necessary innovations and upgrades to enhance service quality.
2.1.3 Muong Thanh Luxury Song Han Da Nang Hotel’s facilities
Muong Thanh Luxury Song Han Hotel is a luxurious hotel located in
Da Nang city, located just 1.5 km from the airport and near the bustling city center, offers convenient access to commerce, shopping, and entertainment The hotel features well-appointed guestrooms equipped with essential amenities such as Wi-Fi, satellite TV, a fridge, and tea and coffee facilities Additionally, it boasts a spacious conference room that can accommodate up to 500 attendees, complete with advanced audio and visual equipment Guests can indulge in a variety of local and international dishes at the on-site restaurant or unwind at the pool bar, where a selection of refreshing drinks is available.
This 23-story hotel features 201 elegantly furnished rooms and top-notch amenities that meet 5-star standards, including a conference room accommodating up to 500 guests, a swimming pool, a club, karaoke facilities, a gym, and a spa Its unique design emphasizes open spaces, with glass walls in each room offering stunning views of Da Nang City, making it the perfect choice for both business and leisure travelers.
With 5-star hotel standard, the hotel has a full range of room types from ordinary to luxurious to be available to customers for easy selection:
-City view, including 2 single beds, luxurious interior and cozy elegant
-River or city view, including 2 single beds with luxurious and cozy interiors, usually on higher floors, with high-class equipment
The Deluxe rooms, situated on the upper floors, offer stunning views of the city or river, complete with balconies These high-end accommodations feature either one double bed or two single beds, along with luxurious in-room amenities designed for ultimate comfort.
The superior room, often situated on the top floor with stunning views of the river or city, features a balcony and offers a choice between a double bed or two single beds This well-appointed accommodation includes modern amenities and comprehensive in-room facilities, ensuring a comfortable stay.
Real status and the performance of the Front Office Department at
2.2.1 Introduction to the Front Office Department
The Front Office (FO) Department serves as the hotel's face, welcoming guests upon arrival and bidding them farewell at departure This essential department is responsible for managing check-ins and check-outs, addressing guest requests and complaints, and handling payment processes throughout their stay.
2.2.2.1 Framework organization of the Front Office Department
Diagram 2: Organizational structure of FO Department in Muong Thanh
Reception’s mission: The reception is the face of the hotel, creating a
Bell Supervisor Reception Supervisor Reservation Supervisor
Receptionists Reservation Worker bridge between guests and other parts of the hotel, to meet and satisfy all the needs of guests when staying at the hotel.
The primary mission of the reservation department is to efficiently manage and process booking requests from guests, whether they book directly or through intermediaries This department operates under the supervision of the hotel reception director, ensuring a seamless experience for all guests.
The Bellman's mission is to assist customers by handling their errands, guiding guests to their rooms, and explaining the check-in procedures Additionally, they help guests familiarize themselves with the hotel's amenities and recommend local attractions and dining options.
Hotel security staff play a crucial role in ensuring guest safety and maintaining order They must possess essential professional skills, which include monitoring the lobby, managing hotel access, operating security equipment, and effectively handling conflicts among guests Additionally, they are responsible for implementing fire protection measures to safeguard everyone in the hotel.
Like most other hotels, Muong Thanh Luxury Song Han Danang Hotel is divided into 3 main shifts:
-Morning shift : from 06:00 AM – 02:00 PM
-Afternoon shift : from 02:00 PM – 10:00 PM
-Night shift : from 10:00 PM – 06:00 AM
- Be honest and serious at work
- Be diligently and meticulously follow the work order to achieve high efficiency, be able to organize and solve all problems effectively.
- Be dynamic, agile and flexible in handling and in how to handle situations that occur
- Be open, hospitable, respectful and willing to help customers
- Be enthusiastic at work, persuading guests
- Be ready to support and help employees in the department, teamwork at work.
2.2.3 Serving process of the Receptionist at Muong Thanh Luxury Song Han Hotel
- Morning shift: check the status of the room, grasp and notify the hotel reception.
- Make requests to set up rooms according to booking such as fruit preparation, extra beds, other special requirements
- When customers check-in procedures: room staff receive information from the receptionist; quickly check the corresponding chamber status again, quality assurance, ready to serve guests.
- In case of detecting an incident, immediately notify the receptionist and the shift leader to assist and promptly handle.
Coordinate with the luggage staff to move guests' furniture into the required room location.
- After finishing the arrangement, the room staff informed the receptionist for confirmation; and ask guests if they need information or guidance and follow the customer's request (if any).
- Room staff need to follow the procedures in and out of the room.
Immediately report to the Head of the Department arising problems to promptly solve.
- Carry out the prescribed work and other jobs when assigned
During the check-out process, customers receive room information from the receptionist or shift leader It's essential to inspect the room for both the quantity and quality of items present, as well as to check for any belongings left behind by guests If any issues arise, they should be promptly reported to the receptionist or charged to the bill, while also notifying the maintenance department for timely repairs or replacements.
To ensure a smooth guest experience, regularly inspect the minibar, reception desk, and room office for any missing items, as guests often take small objects or decorations as souvenirs If any losses are detected, it is important not to confront the customer directly; instead, report the findings to the duty officer for appropriate handling.
If you discover that a guest has not received information from the receptionist or shift leader, promptly reach out to the receptionist or cashier to verify the payment status It's important to note that room staff are prohibited from accepting payments directly from guests or handling payments on their behalf Any requests for payment should be managed by the group leader.
When guests go: collect the key, if necessary can actively request or go to the reception room to ask.
- When guests leave: notify the service department; at the same time assist the luggage staff to take the passengers' luggage off the vehicle (if necessary).
Clean the room in accordance with the process and regulations, make sure the room is available to serve the next guests.
ANALYSIS AND EVALUATION
Hotel’s bussiness in recent years
3.1.1 Revenue profile of Muong Thanh Luxury Song Han Hotel in recent years
Table 3.1 Revenue profile of Muong Thanh Luxury Song Han Hotel 2018-
The table show the revenue of Muong Thanh Luxury Song Han Hotel from the year 2018 to 2019
Overall, it is clear that the revenue of Muong Thanh Luxury Song Han Hotel has risen significantly between 2018 and 2019.
The table indicates that room revenue was the highest contributor in both 2018 and 2019, rising from $4.6 billion to $5.8 billion over two years, demonstrating steady growth In contrast, other hotel services generated the lowest income, experiencing a minor decline of approximately $40 million in 2019 compared to 2018.
The table also shows that the catering services makes a profit for the hotel when increasing slightly from 1.02B to 1.2B
Ca te rin g s er vic es
Ot he r s er vic es
Ca te rin g s er vic es
Ot he r s er vic es
Chart 3.1: Revenue profile of Muong Thanh Luxury Song Han Da Nang
3.1.2 Number of guests at Muong Thanh Luxury Song Han Da Nang Hotel
Table 3.2: Number of the guests at Muong Thanh Luxury Song Han Hotel in 2018-2019
The table describes the number of guests came to Muong Thanh Luxury Song Han Hotel in 2018-2019.
In general, the number of guests staying at Muong Thanh Luxury Song Han Hotel tends to increase over two years.
In 2018, international tourists comprised 56.95% of the total hotel guests, while this figure increased to 63.19% in 2019, indicating a significant rise in international visitation.
On the other hand, local guests have the lowest number of stays and are on a downward trend over two years While in 2018 there are 5,673 guests, in
As is illustrated by the chart, there was a significant increase of 5.501 guests in domestic tourists, from 12,938 to 18,439 between 2018 and 2019.
Local guests Domestic tourists International tourists
Chart 3.2: Number of the guests at Sea Castle 2 Hotel in 2017-2018
Reception Department facilities
Table 3.3 Customers’ evaluation about Reception Department facilities
The table 3.3 indicates how guests experienced and evaluated the equipment quality of reception at Muong Thanh Luxury Song Han Da Nang hotel.
At a first glance, it is clear that the satisfaction level of tourists in here is still quite good and accounts for the highest level.
The hotel's dissatisfaction with the Reception Department facilities was relatively low at 11.4 percent Nonetheless, it remains essential for the hotel to continually enhance its equipment to meet guest expectations effectively.
Chart 3.3: Customers’ evaluation about Reception section facilities
Reception Department staff’s attitudes
Table 3.4 Result of customers’ evaluation about the Front Office
The table 3.4 shows how guests felt about the Front Office department staff’s attitude
Table 3.4 indicates that 244 out of 300 customers were satisfied with the staff's attitude However, two local guests expressed dissatisfaction due to unclear guidance from the receptionist regarding the check-in process, and two Korean guests felt uncomfortable because some staff members lacked proficiency in the Korean language.
Chart 3.4: Result of customers’ evaluation about the Front Office
General evaluation to the strengths and weaknesses of the Services
The success of Muong Thanh Luxury Song Han Hotel is significantly attributed to its dedicated staff, both in terms of quantity and quality of training Additionally, the Front Office Department is crucial to the hotel's overall development and guest experience.
- The staff in the hotel is at university level, they know at least two foreign languages
- They always work honestly and seriously
- Everyone works very hard and meticulously follows the work order to achieve high efficiency, most of them have the ability to organize and solve problems effectively.
- Because they are thoroughly trained, they are very active, agile and flexible in handling and handling situations.
- The attitude of staff is assessed as open, hospitable, respectful and willing to help customers - Enthusiastic at work, persuading guests
Beside the advantages, there are some weaknesses that some employees need to make good:
- Some employees work in a slow manner
- Professional qualifications and foreign language skills of staff still need further training to suit the development of society
- The staff is not really united
- The attitude of some employees is not really welcoming to the guests
PART C: SOME SOLUTIONS AND SUGGESTIONS
Suggestions and solutions
Assessing the quality of service at the hotel reception desk is essential for identifying areas for improvement and enhancing guest satisfaction By implementing targeted measures, we can attract more customers and ensure our staff is well-trained and aligned with industry standards To address current shortcomings, I propose a series of solutions aimed at elevating the overall service experience at the reception and throughout the hotel.
The hotel boasts relatively good technical facilities and consistently ensures room quality; however, some equipment, such as computers, fax machines, and water systems, has deteriorated, impacting service quality To enhance customer service, the hotel must address these issues and ensure all equipment is functioning properly and synchronized.
- Upgrading a number of degraded equipment at the reception to contribute to improving service quality.
Investing in a new computer system is essential due to the slow configuration of the current setup, which hampers speed and operational efficiency This sluggish performance makes it challenging to effectively utilize management software, highlighting the need for an upgrade to enhance productivity and streamline processes.
Investing in an upgraded radio communication system is essential for the hotel, as the current setup only includes two units for the Receptionist and Chamber Division This limited communication can hinder efficiency, especially during peak times when coordination with other departments is crucial For instance, reception staff often need to quickly relay guest meal requests to the restaurant or coordinate additional services with various departments Enhanced radio communication will streamline operations and improve guest service.
The Muong Thanh Luxury Han River Hotel experiences a high volume of visitors, particularly during peak seasons, leading to a heavy workload for employees who juggle multiple responsibilities, such as handling phone calls and processing payments This multitasking can result in errors, highlighting the urgent need for skill enhancement and professional development among staff To address this, the hotel should organize field trips to larger establishments for experiential learning and implement regular assessments to improve job knowledge and performance.
Effective recruitment is crucial for hotels, as it ensures the selection of experienced and qualified individuals Emphasizing professional qualifications, cultural knowledge, and strong communication skills, particularly in multiple languages, is essential Additionally, prioritizing employees with positive attitudes is key to enhancing customer satisfaction By focusing on these attributes, hotels can build a service team that significantly elevates the guest experience.
1.2.3.1 For Muong Thanh Luxury Song Han Da Nang Hotel
The hotel industry uniquely requires a strategic focus on promotions during the low season to attract customers and sustain operations In contrast, offering promotions during peak season can lead to overcrowding, compromising service quality and potentially damaging the hotel's reputation To maximize profitability, Muong Thanh Luxury Song Han Hotel should refrain from implementing promotions during peak periods, ensuring they maintain high service standards and customer satisfaction.
To attract more customers and increase room bookings, hotels must not only focus on improving facilities, management, and organizational structure but also prioritize expanding their online booking channels, which are essential for success in today's market.
Hotels can enhance their online presence by creating engaging social media content, including clips and videos that showcase their services, products, and authentic customer experiences Sharing this captivating content on popular platforms like Facebook and Instagram can effectively attract and impress potential guests both locally and internationally.
Besides, training is still important for hotel development Hotels need to focus on training and must always create work incentives to encourage employees not to be bored at work.
In the end, the hotel always must update tourism trends to develop in line with trends and social needs
In the hotel industry, reception and hospitality play a crucial role in shaping customer perceptions of the hotel The reception department's task of welcoming and serving guests is complex yet vital for enhancing the overall quality of hotel services, making it an art form in itself Prioritizing the improvement of reception staff quality is essential for hotel success At Muong Thanh Luxury Song Han Da Nang, implementing flexible solutions is necessary to maximize the efficiency of the reception department.
To enhance hotel operations, management should focus on strengthening the organization of the reception team It is essential to clearly define the objectives that receptionists must meet while serving guests These objectives should be informed by thorough research on customer needs and aligned with the hotel's overarching goals.
To enhance guest satisfaction, it is essential to continuously train and develop the professional skills of Front Desk staff Receptionists play a crucial role in customer care, addressing inquiries promptly and effectively As the first point of contact, they represent the hotel and should maintain a friendly and welcoming demeanor Recognizing the significance of their role is vital for providing exceptional service.
The front desk serves as the hotel's first impression, making cleanliness essential Regular cleaning of equipment, machinery, reception areas, and carpets is crucial to ensure that customers feel confident in the hotel's hygiene and service quality.
When guests visit a hotel for relaxation, their experience extends beyond just accommodation; the quality of food and drink services is equally important To enhance guest satisfaction, the Food and Beverage Department should implement effective strategies to improve service quality.
Food hygiene and safety are critical concerns for every restaurant throughout its operations Neglecting these aspects can lead to severe repercussions for both the business and its customers It is essential not only to maintain cleanliness during food preparation but also to ensure the safety of all processed materials Consequently, prioritizing food hygiene and safety is vital for the overall success of the hotel, especially within the Food and Beverage department.
Conclusion
As society evolves, the desire for travel continues to rise, offering not only entertainment and relaxation but also a valuable opportunity to enhance cultural, historical, and social understanding.
Muong Thanh Luxury Song Han Da Nang Hotel has garnered a positive reputation among visitors, receiving numerous favorable reviews However, there are areas for improvement that the hotel should address Notably, the Front Office Department and the lobby area are currently performing well, contributing to the overall guest experience.
My internship at the hotel provided me with a deeper understanding of the significance of the Food and Beverage (F&O) Department, along with valuable work experience I learned about the professional standards expected in the hospitality industry, including effective communication with colleagues and superiors, as well as proper work etiquette This invaluable experience will greatly benefit me in my future career after graduation.
I would like to express my heartfelt gratitude to the Management, reception, and all staff at Muong Thanh Luxury Song Han Hotel for their invaluable support during my 6-week internship Their assistance was instrumental in helping me successfully complete my tasks.