MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION THESIS HUYNH THI QUYNH TRAM An Investigation into Real Situation and Some Suggested Solutions to Improving the Servi.
INTRODUCTION
RATIONALE
Vietnam has made significant strides in establishing itself as a stable nation, leading to a transformation in the lives of its citizens As their circumstances improve, people are increasingly embracing a more enjoyable lifestyle, prioritizing travel and personal well-being Consequently, tourism has emerged as a vital component of the country's growth and development.
Tourism significantly contributes to the economic growth of nations by generating revenue, creating jobs, and promoting cultural values As the tourism industry expands, cities like Da Nang are witnessing a surge in hotel developments Da Nang stands out as a leading destination for tourism growth, renowned for its proximity to three UNESCO World Heritage Sites: the Imperial City of Hue, Hoi An Ancient Town, and My Son Sanctuary, as well as its blend of modern and historical attractions.
It is still deserving of the title of Vietnam’s most livable city.
As tourism continues to gain popularity and efficiency, people's desire to travel grows, often driven by a need for excitement and a break from routine This increasing demand has led to the emergence of numerous hotels and resorts catering to visitors' cultural, professional, and relaxation needs In this competitive landscape, prioritizing service quality is essential for hotels to stand out and thrive, as the level of service provided directly impacts their success or failure.
During my internship at Avatar Hotel, I discovered the vital role that exceptional customer service plays in the hotel industry, particularly in retaining long-term clients and driving significant revenue Additionally, I gained a comprehensive understanding of the housekeeping department's operations, which are crucial for the overall growth of the hotel sector This experience inspired me to explore the topic: “An Investigation into the Current State and Suggested Solutions for Enhancing Service Quality in the Housekeeping Department at Avatar Hotel.”
Aims and Objectives
This thesis will focus on aims and objectives, which are as follows:
The main aims of the study are to :
Intensifying comprehensive awareness of the tourism and hotel industry
Extending hotel market ideas, improving hotel service efficiency, and exploring the practice of professionally guests services in the hospitality industry
Recognizing the roles and significance of the housekeeping department
Introducing methods and techniques for improving hotel service efficiency
The study's primary goals are as follows:
Investigating the efficiency of the Avatar Hotel's HK department in depth
Discovering the strengths and weaknesses of the Avatar hotel's housekeeping department
Suggesting some effective strategies for enhancing the efficiency of the
HK dept at the Avatar Hotel.
Scope of the Study
This thesis will focus on three main elements, which are as follows:
I focus on collecting essential information about the hotel, including room availability, services offered, cleaning protocols, service quality, and guest arrival procedures This knowledge is acquired through direct observation, studying the Avatar Hotel, and conducting thorough online research.
In this article, I assess the service level at Avatar Hotel, highlighting its strengths and weaknesses My internship experience involved working closely with the Housekeeping Department to gain insights into their operations Ultimately, I will provide recommendations aimed at enhancing service quality based on my observations at Avatar Hotel.
Method of the study
The thesis will be discussed using the following fundamental methods:
Method of Collection: I gathered information from the Internet, travel books in the Duy Tan University library, and websites linked to the issue I am studying.
In this analysis, I focused on evaluating the performance of the Housekeeping Department by identifying its strengths and weaknesses Utilizing the collected data, I assessed the current quality of housekeeping services and proposed targeted solutions to address existing issues Consequently, I offered several recommendations aimed at improving the overall efficiency of the Avatar Hotel's housekeeping operations.
Organization of the Study
This study is divided into six chapters:
Chapter 1: The introduction of the graduation paper, including rationale, aims, and objectives, the scope of the study, methodology, and organization of the study.
Chapter 2: Theoretical background about the hotel business and HK. This chapter would include specific descriptions of the hotel business, and information about the Housekeeping Department.
Chapter 3: The case description describing an overview of HK Department at Avatar Hotel
Chapter 4: The real situation about housekeeping activities with the analysis and evaluation will be mentioned in this chapter.
Chapter 5: This chapter will perform some difficulties and solutions.
Chapter 6: This part will offer some suggestions for the HousekeepingDepartment to improve room quality at Avatar Hotel and the conclusion.
THEORETICAL BACKGROUND
Hotel Business
The hotel industry focuses on delivering accommodation, food, and beverage services, along with various additional amenities, to fulfill customers' needs for dining, relaxation, and entertainment in tourist destinations, all aimed at generating profit.
Accommodation plays a crucial role in the success of businesses in the tourism industry In this review, I highly recommend the "Hotel" as an excellent choice for travelers To begin, it's important to understand what a hotel is, as it can be defined in various ways Here are some key definitions of hotels:
According to Mr Mercel Gotie, a tourism and hotel researcher, “The hotel is a place for temporary accommodation of guests Along with the bedroom, there are restaurants with different categories.” [2]
A hotel is a well-structured establishment featuring numerous floors and bedrooms, designed specifically for the accommodation service industry It is equipped with specialized furniture and amenities to provide guests with a comfortable stay, along with various additional services to enhance their experience.
Hotels serve as establishments that offer travelers essential services such as shelter, food, and refreshments These commercial venues provide amenities typically found in households, catering to the needs of those away from home.
A hotel is defined as an establishment that provides accommodation, food, and beverage services, where guests pay for their stay and the amenities offered Hotel owners focus on attracting and retaining specific customer segments through strategic pricing, marketing, and a diverse range of services.
A hotel is defined as a place that offers accommodations and various amenities to cater to guests seeking short or long-term stays Its primary purpose is to fulfill the needs of travelers by providing services such as dining, entertainment, and recreational activities.
The hotel business is a key segment of the hospitality industry focused on providing guest lodging and accommodation This sector encompasses a variety of overnight lodging options, including hotels, hostels, motels, inns, and guest houses However, it typically does not offer long-term or permanent accommodation solutions.
According to PhD Nguyen Van Manh & PhD Hoang Thi Lan Huong,
The hotel business involves the construction and management of hotels that provide essential services such as dining, lodging, and entertainment to meet the needs of travelers The quality and range of services offered are influenced by the hotel's classification, ultimately enhancing the guest experience and benefiting the establishment.
The hotel industry plays a crucial role in the hospitality sector by offering essential overnight accommodations for travelers While there are notable differences in the size and scale of hotels, this industry is intrinsically linked to both travel and hospitality, contributing significantly to the overall experience of guests.
The hotel sector plays a crucial role in the tourism industry by offering essential services, including accommodation and dining, to meet the diverse needs of guests during their vacations.
Hotel products encompass the various facilities and merchandise offered by a hotel to meet guests' needs, starting from their initial contact for room booking through to their departure.
Commodity products in hotels refer to tangible items with distinct shapes, including food, drinks, and souvenirs These products are sold in hotel businesses and are owned by the customer after purchase Among these offerings, souvenirs hold a unique value, often carrying special significance for travelers from different towns and countries.
Service products, also known as intangible products, encompass items that hold material or emotional significance, offering consumers enjoyment or satisfaction for which they are willing to pay In the hospitality industry, hotel offerings can be divided into two main categories: primary services, which are essential to the guest experience, and additional services, which enhance the overall stay.
+ Primary service: To meet the customers' basic needs when staying at the hotel, the hotel provides bedroom and food service.
Additional services enhance the value of basic offerings in the hospitality industry, including amenities like laundry, storage, swimming pools, tennis courts, massages, and saunas to meet tourist demands This distinction is crucial as it emphasizes hotels' ability to satisfy guest needs The interplay between additional and basic services is significant, as the latter are often similar and easily replicable Therefore, unique additional services become key attractions for tourists seeking memorable experiences.
In summary, hotel services can be categorized into two types: obligatory extra services and discretionary extra services The availability of these mandatory and optional facilities is governed by the hotel classification standards specific to each country.
Housekeeping Department
Housekeeping brings customers the best experience of accommodation services The following are the definitions, functions, and organizational structure of the housekeeping department.
Housekeeping may be defined as ‘provision of a clean, comfortable, safe and aesthetically appealing environment’ By another definition,
‘housekeeping is an operational department in a hotel, which is responsible for cleanliness, maintenance, aesthetic upkeep of rooms, public areas, back areas and the surroundings’.[6]
Housekeeping is an operational department in a hotel, which is responsible for cleanliness, maintenance, aesthetic upkeep of rooms, public area, back area and surroundings.[7]
The housekeeping department plays a crucial role in maintaining cleanliness and sanitation, which is essential for customer service Staff members, including maids and cleaners, are responsible for vacuuming rugs and furniture in various areas, collecting trash, changing sheets, and making beds They also refill soap and toilet paper dispensers in public restrooms and restock toiletries in guest rooms Additionally, they dust and polish furniture, and in some hotels, they fulfill special requests, such as providing infant cribs to guests These essential tasks are carried out by dedicated cleaning staff.
Housekeeping is essential in the hospitality industry, as it ensures optimal room maintenance, which enhances guest comfort and satisfaction while promoting efficient departmental operations.
Secondly, bed-making is an ability that the housekeeper should learn because it offers comfort to the visitor and contributes to the room's friendly atmosphere.
Moreover, laundry provides uniforms for all the staff and maintains adequate stocks for the same For housekeeping services to run smoothly, the relationship between housekeeping and laundry is crucial.
Finally, interior decoration provides and keeps the floral decorations and maintains the landscaped areas of the hotel.
In brief, the things mentioned above show that the housekeeping department's role is significant to bring the best service to guests.
The general structure of housekeeping staff is as shown below
Figure 1.The Organization chart of HK department.
The housekeeping department is composed of various segments, each with distinct responsibilities; however, all these departments work collaboratively to ensure the highest quality of service for customers.
Quality and Service Quality of the Housekeeping Department in the Hotel
The quality of room service is a critical element that significantly influences a hotel's success and enhances its competitive edge Understanding the concept of service quality, along with its key characteristics, is essential for delivering exceptional guest experiences and driving business growth in the hospitality industry.
This definition emphasizes the significance of customers who can utilize the standard rooms and amenities in comparison to other hotels The evaluation of a hotel's excellence hinges on its ability to meet the needs of its guests Here are some examples of high-quality descriptions:
In line with Feigenbaum's perspective, the concept of product consistency has evolved to recognize the significance of distribution and cost as essential "quality factors." While aspects like delivery and pricing are crucial during the purchasing decision, it is ultimately the consistency of the product that plays a pivotal role in ensuring long-term customer satisfaction and loyalty.
In the fast-paced marketplace of today, service quality is essential for gaining a competitive edge and attracting consumers This highlights the importance of service efficiency in the hospitality industry, providing organizations with a unique opportunity for strategic differentiation Thus, service efficiency is recognized as a fundamental and crucial theory in achieving success.
Service quality is defined as the degree to which a service meets or exceeds customer expectations, reflecting their overall impression of its strengths and weaknesses.
Service quality is defined by the difference between what customers expect and what they actually perceive, focusing on the value they receive and are willing to pay for, rather than the inputs provided by the supplier.
In conclusion, service quality generally refers to a customer's comparison of service expectations as it relates to a company's performance.
A business with a high level of service quality is likely capable of meeting customer needs while also remaining economically competitive in their respective industry.
2.3.3 Features of Service Quality in Hotel
The service quality of the hotel room department is typical of the general service quality but also has its characteristics.
Measuring the quality of service in the chamber department is challenging, as customer perceptions fluctuate based on individual habits, time, environment, and mood The true assessment of the room department's service quality relies on direct consumer experiences with hotel accommodations Tourists, as the primary consumers of hotel services, provide insights that accurately reflect service quality A higher level of customer satisfaction indicates superior service quality in the chamber department, while lower satisfaction suggests the opposite.
The quality of room service in hotels is influenced by both technical and functional aspects Technical quality encompasses the comfort, modernity, and aesthetic appeal of the room's facilities, as well as ensuring customer safety In contrast, functional quality pertains to the human elements of service, including staff attitude, behavior, communication skills, appearance, professionalism, and language proficiency These factors play a crucial role in shaping customer perceptions and overall satisfaction.
The service level of a hotel room department is a key indicator of the overall quality of service provided Customers' expectations for hotel facilities vary according to their usage patterns, as well as factors such as time, space, and mood Ultimately, the direct experience that customers have with hotel room service is the most reliable measure of the room department's service quality.
CASE DESCRIPTION
An Overview of Avatar Hotel
The Avatar Hotel, the inaugural project of the Cuc Phuong Tourist Service Joint Stock Company, opened its doors on August 9, 2015 Situated in the prime location known as the Golden Land by the sea in Da Nang, the hotel offers a unique experience for visitors.
Image 2 An overview of Avatar Hotel
Managed by : Cuc Phuong Tourist Service Joint Stock Company
104 Hoang Ke Viem, My An Ward, Ngu Hanh Son District, Danang +84 919 292 470 info@avatardanang.vn www.avatardanang.vn
The Avatar Hotel is ideally located in front of My Khe Beach, recognized by Forbes as one of the world's most beautiful beaches Nestled between the Tran Thi Ly Bridge and Dragon Bridge, it offers convenient access to popular tourist destinations such as Da Nang International Airport, Hoi An Ancient Town, Marble Mountains, and Cham Tower In addition to its excellent transportation links, the hotel is surrounded by upscale shops, cafés, restaurants, and bars, all just a short walk from the renowned My Khe Beach and other attractions.
The Avatar Hotel features 108 luxurious guestrooms designed for warmth and relaxation, showcasing a contemporary and elegant theme Guests can enjoy top-notch amenities, including modern architecture, luxurious lighting, and a comfortable atmosphere The hotel offers five distinct room styles—Superior Room, Deluxe Room, Junior Suite Room, Premier Suite Room, and Grand Suite Room—each with stunning views of the sea or the capital Every room is equipped with modern technology, including a kitchen, dining area, sitting room, and bedroom The rooftop infinity pool boasts unique architecture and breathtaking sea views, complemented by a spacious bar and lounge Additionally, the Vietnamese-themed restaurant draws inspiration from Danang's natural beauty, promising a unique and unforgettable dining experience.
A four-star hotel's human resources structure is grouped into work roles. Each division is associated with a different job feature.
3.1.2.1 Diagram of Organization Structure of Avatar Hotel
There are several divisions that make up the overall organization of the Avatar hotel, and each department has its own set of missions.
Figure 2 The Organization of Structure of Avatar Hotel
3.1.2.2 Functions and Tasks of each Department of Avatar Hotel
The hotel operates through various divisions, each with distinct roles and responsibilities While each agency has its own management and service structure, they are all interconnected under the hotel's overarching management This collaboration among teams is essential for ensuring guest satisfaction.
•Board of management: This is the hotel's supreme body, with officials appointed under hotel rules and existing legal provisions, based on the hotel's features, assets, and ownership forms.
• General manager: This department bears the most significant legal responsibility for the company's corporate affairs and makes critical business decisions.
The Executive Assistant Manager plays a crucial role in supporting the General Manager by facilitating communication across all divisions This position is responsible for ensuring seamless collaboration between various departments and effectively managing their operations to enhance overall efficiency.
The Front Office serves as the hotel's nerve center, located in the lobby or reception area This essential department is responsible for welcoming guests, managing arrivals and departures, coordinating space assignments, and addressing pre-arrival inquiries Additionally, the Front Office staff is dedicated to answering guest questions, ensuring a seamless and enjoyable experience for all visitors.
The housekeeping department plays a crucial role in customer service by ensuring the hotel remains clean and tidy This includes vacuuming rugs and furniture in guest rooms, hallways, and public areas Housekeepers are responsible for picking up trash, emptying wastebaskets, changing sheets, and making beds to enhance the overall guest experience.
•Security: A hotel's security department is in charge of the general protection of the hotel itself, in-house guests, tourists, and staff, as well as their belongings.
The Food and Beverage Department is responsible for delivering food and drinks to guests, ensuring a delightful dining experience It oversees the preparation of meals in the kitchen and the crafting of beverages at the bar, serving them in designated Food & Beverage areas.
The Human Resources Manager plays a crucial role in providing guidance and recommendations across various management functions, including recruitment, employee development, staff relations, compensation and recognition, performance management, and health and safety initiatives.
The Accounting Department is responsible for managing various financial tasks, including accounts receivable and payable, payroll processing, credit management, and cash handling Additionally, it oversees food and beverage expense control, inventory management, yield management, capital savings, and budgeting to ensure efficient financial operations.
The sales and marketing director plays a crucial role in enhancing the hotel's revenue by formulating effective sales and marketing strategies They promote the hotel's offerings, including accommodations, snacks, beverages, and specialized services like massage and laundry, through targeted advertisements and direct outreach to potential customers.
The Engineering Department is responsible for the upkeep of the hotel's facilities, decor, and fixtures, ensuring everything is maintained to high standards This department employs skilled professionals with advanced mechanical and electrical expertise, enabling them to effectively and safely manage hotel services and operations.
•Purchasing Department: The purchasing department is in charge of acquiring inventories for all of the hotel's departments.
In summary, while each department within a hotel has distinct characteristics and functions, all are essential for the hotel's successful operation and growth Furthermore, the continuous interaction and collaboration among departments ensure a smooth and efficient hotel operation.
Avatar Hotel is a four-star establishment featuring 108 spacious rooms, including superior, deluxe, junior suite, premier suite, and grand suite options The hotel offers 24 non-smoking rooms located on the sixth floor, ensuring a comfortable stay for all guests Each room boasts stunning views of either the sea or the city, complemented by a wide range of amenities to enhance your experience.
Type of room Number of room Size Bedding
Superior Room 46 28 m 2 Twin/ King/ Queen
Deluxe Room 18 36 m 2 Twin/ King/ Queen
Premier Suite Room 26 60 m 2 Two bedrooms
Grand Suite Room 10 89 m 2 Two bedrooms
Table 1 The room systems of Avatar Hotel
The living room is equipped with essential furnishings such as a refrigerator, LCD TV, and air conditioning, alongside personal care items like a razor, comb, and various toiletries including soap, shampoo, and body lotion Additionally, the apartment features essential cooking utensils for daily meal preparation, ensuring a comfortable and functional living space.
To sum up, the facilities for each department are also highly invested and of excellent quality.
Housekeeping Department
Following is the organizational chart, function, mission, and the number of housekeeping department employees.
The housekeeping department at a hotel plays a crucial role in customer service, ensuring guests feel respected and cared for during their stay This department is responsible for a variety of tasks, including cleaning guest rooms and restrooms, maintaining the minibar, and managing laundry services for visitors Additionally, public attendants keep common areas like lobbies and hallways clean and inviting In the event of incidents, the secretary acts as a liaison between staff and other departments, while supervisors oversee the upkeep of floors and related spaces, ensuring a comfortable environment for all guests.
The housekeeping organization is as shown below
Figure 3.Organization of Housekeeping Dept at Avatar Hotel
A well-functioning housekeeping department requires a variety of roles, including managers, clerks, supervisors, and skilled staff These positions collaborate effectively to ensure optimal service for customers.
3.2.3 The Role and Function of the Housekeeping Department
The floor division is responsible for ensuring the cleanliness and tidiness of guest quarters, whether occupied or vacant This includes preparing rooms for guests and addressing minor damages, such as replacing curtain rails, toilet tanks, and shower hoses in bathrooms The primary focus of this division encompasses hotel rooms and corridors.
The public area division plays a crucial role in maintaining the cleanliness and vitality of hotel spaces, including the swimming pool, exercise center, and outdoor areas This team is responsible for cultivating plants and managing floral arrangements for various venues such as banquets, offices, and the lobby Key work areas encompass the cafeteria, coffee bar, corridors, elevators, staircases, public restrooms, and recreational facilities The division includes positions like the Supervisor of Public Areas, Houseman, Pool and Fitness Attendant, and Gardener, ensuring a welcoming environment for guests.
The linen and uniform division is responsible for overseeing the management and maintenance of hotel workers' linen and uniforms Key areas of operation include the linen room and laundry facilities This division is staffed by professionals such as the Linen and Uniform Supervisor, Tailor, and Linen Boy, who ensure the quality and availability of essential items for hotel personnel.
The office division oversees the administration of the Housekeeping Department, managing tasks such as correspondence and conducting monthly and annual inventory assessments This division plays a crucial role in ensuring efficient operations within the department.
Housekeeping Office Housekeeping Manager, Assistant Housekeeper, Clerk are the attendants of office division [6]
To sum up, several roles such as managers, employees, supervisors, and technical workers are needed for the housekeeping department Both these divisions work together to represent each other better.
The room department will have different missions.
Firstly, the supervisor's mission is to recheck the room after the cleaning staff has left and patrolled the floor and public areas.
The primary responsibility of a room attendant is to ensure that guest rooms are thoroughly cleaned and prepared for incoming visitors This includes inspecting the rooms after guests check out, assessing the condition of hotel equipment, and promptly reporting any issues encountered.
The minibar's primary mission is to supply essential amenities to the warehouses on each floor, ensure timely replenishment of products when they are depleted, and provide daily work status updates.
Finally, misson of uniforms receives, washed, and returned clothes to clients, identified workers' uniforms, selected and identified materials, and classified different fabrics on floors.
In general, although each position has a different mission, all missions are to provide the best service to serve customers.
3.2.5 The Process of Conducting Housekeeping Services at Avatar Hotel
The hotel has a room-making method in place to make it easier and more comfortable to train employees.
Figure 4.The process of Housekeeping staff At Avatar hotel.
To ensure an effective cleaning process, keep the room door open, turn on all lights (while selectively turning off unnecessary decorative ones), and open windows for ventilation if any odors are present Additionally, lift the curtains to allow fresh air to circulate.
Ensure the quality and functionality of in-room equipment, including air conditioning, television, mini-fridge, electrical systems, and water supply Additionally, inspect the wardrobe and other amenities while managing and disposing of any garbage in the rooms to maintain a clean and welcoming environment.
For the guest rooms that have checked out, check if guests have forgotten anything and notify the front desk.
Removing the sheets, blankets, and pillow covers, then replace them, sorting dirty things and tidying up.
To maintain a clean home, utilize a vacuum cleaner for dust removal, employ a ceiling broom to eliminate dust from high surfaces, and mop the floors with water for a thorough clean Additionally, use a damp cloth to wipe down glass doors and the dressing table for a sparkling finish.
Checking the water supply and drainage system in the bathroom; Check and flush hand sinks, showerheads, toilets.
Using detergent to clean the dirt, clean the bathroom floor, the entire restroom area, do not let chemicals fall on the floor.
In short, the process of conducting housekeeping services at Avatar hotel going through many stages, in general, seems manageable, but all the processes require skills and expertise.
3.2.6 The Training Process of Housekeeping Dept at Avatar Hotel
To become a professional housekeeping staff, staff must go through many training processes to give customers a great experience.
Figure 5.The process of training Housekeeping staff At Avatar hotel.
To effectively plan your day, begin by reviewing room notes and consulting with your supervisor for details on the rooms assigned Next, sign out the room key, securely store it, prepare the check-out cart, and clean it before driving it to the designated room for preparation.
Opening the door of the room
The second step in the room access process is to verify the room number and check for any "Do Not Disturb" (DND) signs displayed If a DND sign is present, it is essential to document this in the report and proceed to the next available room.
To efficiently prepare the room, start by inserting the key into the electrical socket and securing the door to keep it open while you work Next, ensure all lights are turned on, and remember to switch off any unnecessary lights to conserve energy.
To properly change bed linen, start by carefully removing dirty bedsheets and blankets to prevent them from touching the guest's clothes Next, sort the dirty pillowcases and roll them up neatly Then, gently pull the bed apart and inspect the mattress, feather mattress, and bed liners, ensuring everything is adjusted and lined up neatly for a fresh, inviting appearance.
Making the bathroom is the sequential discharge of water from the sink, shower, or tub Besides, wipe the bathroom base.
The Real Situation of the Conducting Services at Avatar Hotel
The income, number, and structure of guests staying at the hotel are described below.
The hotel's revenue for three years is shown in the table below.
Table 3 Revenue of Avatar Hotel over 3 years 2018-2020
The financial records of Avatar Hotel reveal a consistent rise in gross sales; however, there was no significant growth observed between 2018 and 2019.
Hotel revenue has decreased dramatically, especially in 2020 Overall, hotel efficiency from 2018 to 2019 was excellent, but it fell dramatically in 2020.
The number of domestic and international guests to Avatar hotel from
2018 to 2019 is shown in the table below.
Table 4 The number of the guest at Avatar hotel from 2018 to 2019
The table illustrates the number of guests staying at the Avatar Hotel in
The Avatar Hotel has experienced a significant increase in visitors over the past two years, with international tourists leading the way In 2018, international guests reached a peak of 15,964, making up nearly half of the total visitors and serving as the hotel's primary income source Domestic tourists followed with 13,420 guests, while local tourists represented a minimal portion The trend continued in 2019, with international arrivals rising to 18,025, marking an increase of 2,061 compared to the previous year Although domestic arrivals saw only a slight uptick, the overall growth in total visitors in 2019 indicates the effectiveness of the hotel's policies.
3.3.3 The Structure of the Guests According to Nationalites at Avatar Hotel
The table below shows the number of visitors from different countries.
Table 5 The number of the guest according to nationalites
From 2018 to 2019, the Avatar Hotel saw a significant influx of visitors from various nationalities In 2018, Korea led the way, contributing 38.17% of foreign guests, followed by China and Japan The following year, Korea maintained its status as the top nationality with 38.00%, while China accounted for 18.31% Additionally, there was notable growth in visitors from Japan and Vietnam in 2019, with percentages of 11.53% and 10.45%, respectively Other countries also showed a slight increase in their visitor numbers during this period.
The majority of tourists visiting are from Korea and China, driven by a desire to explore new languages, cuisines, and cultural experiences, all while seeking relaxation Consequently, a seaside hotel is often the preferred accommodation for these travelers Avatar Hotel consistently offers exceptional amenities and experiences to enhance their stay.
ANALYSIS AND EVALUATION
The Quality of Services in Housekeeping Dept at Avatar Hotel
Analyzing and evaluating service quality through human resources, facility quality, training process, customer satisfaction, and in addition, evaluate strengths and weaknesses of room departments
The following table displays the positions as well as the education level of the housekeeping staff.
No Degree Male Fe- male
Table 6 The number of staff in Housekeeping Dept at Avatar Hotel
As seen in the table, the department's workforce is sufficient for the hotel's room capacity, ensuring committed and thoughtful customer support at all times.
(Unit: Staff) Table 7 Customer feedback on the attitude of the HK dept employees
The HK Department's employees successfully satisfied eighty customers, while sixteen guests found the staff's attitude to be average However, three visitors expressed dissatisfaction due to the room staff's inadequate language skills, excessive chatter, and unprofessional behavior To enhance customer satisfaction, Avatar Hotel should focus on improving employee language proficiency, fostering skill development, and providing expertise through regular monthly retraining courses.
Managers will have four days per month to retrain their employees and assess their ability in the HK dept.
Laundry: on the 6th of every month
Public: every 15th of month
Job Assessment Test: the 25th of every month
On the 25th of each month, all employees in the Hong Kong department undergo a competency test, assessing both practical and theoretical knowledge This process enables managers to stay informed about staff performance and tailor training programs to meet individual employee needs.
The practical test will be split into parts for each department and overseen by the supervising department.
Questions related to behaviour as well as cleaning procedures, answering different situations belong to the theory test.
Figure 6 The process of cleaning public areas
The cleaning process for the public areas of the Avatar Hotel demands specialized skills and equipment to ensure thorough maintenance and adherence to cleanliness standards.
Changing paper towels at the toilet
Figure 7 The process of laundry of Avatar hotel’s HK dept
The figure shows the process of gathering linen and washing by the workers in HK This method is complicated, but the housekeeping department operates efficiently and effectively.
4.1.2 Laundry Services of the Housekeeping Department
The chart shows result of customers’ evaluation about laundry staff’s attitudes.
Chart 1 Result of customers’ evaluation about laundry staff’s attitudes
In 2019, a comparison was made between guest satisfaction levels and staff attitudes regarding the laundry department's facilities at the Avatar hotel The findings indicate a slight change in the percentage of visitors rating the laundry service over this time frame.
A remarkable 95% of hotel guests expressed satisfaction with the laundry services, highlighting the effectiveness of the service in meeting customer needs However, the feedback also revealed that 2% of visitors were dissatisfied, suggesting that there is room for improvement in the department's client service.
The percentage of customers who feel normal towards the hotel laundry service is 3%, which is a small proportion and represents consumer disappointment with the laundry service.
4.1.3 Minibar Service of HK Dept
The table shows result of customers’ evaluation about the minibar service of HK dept.
Table 8 Result of customers’ evaluation about the minibar service of HK dept
Table 8 reveals that 81.25% of customers are satisfied with the hotel's minibar service, highlighting the professionalism and enthusiasm of the room staff in catering to both domestic and international guests The percentage of customers who feel indifferent is minimal, while only 2% express dissatisfaction, primarily among international patrons This indicates a need for the room department to enhance service quality to ensure an optimal experience for all customers.
The housekeeping department plays a crucial role in enhancing the overall hotel experience, significantly contributing to its success The hotel's sleek and glamorous aesthetic is achieved through the use of blue and white as primary colors Additionally, the reception area is equipped with state-of-the-art computing technology, while an efficient lift system ensures that staff can promptly meet customer needs by facilitating seamless communication with other departments.
HK department is situated in the hotel's center and has all of the necessary equipment and services to assist clients.
Table 9 The number of facilities at hosekeeping dept
The department's purchased equipment remains functional; however, some quality items have worn out and require replacement To ensure optimal customer service, the hotel must conduct an inspection and replenish the necessary equipment.
4.1.5 Level of Customers Satisfaction towards Service Quality of Housekeeping Staff
This section highlights customer preferences and perceptions regarding the service quality of office staff at the Avatar Hotel in Da Nang Key attributes of service quality include dependability, responsiveness, and assurance A survey conducted from February 25 to February 27 gathered feedback from seventy participants, who evaluated their experiences with the efficiency of room service staff at the hotel.
Reliability encompasses the commitment to deliver promised quality consistently and efficiently from the outset, ensuring ongoing trustworthiness for the enterprise A key preference among our consumers is the availability of dependable support.
The reliability of hotel staff is crucial for providing consistent and accurate service, which must meet customer expectations To ensure dependable service efficiency, it is essential that services are delivered punctually, adhere to established procedures, and are executed flawlessly every time.
Criteria Customer's Score Staff answering all customer’s questions 4/5
Staff performing hygiene in accordance with the process 3/5
Staff providing all the implement guests need 5/5
Staffs providing service as promised 5/5
Table 10 Assess the reliability of customers with staff
Table 9 presents an analysis of customer loyalty and satisfaction in relation to employee quality and reliability, utilizing a four-point composite rating across four key indicators This evaluation is further enriched by feedback from hotel patrons.
The hotel staff's professionalism fosters trust and satisfaction among guests, establishing a reliable environment This level of reliability is the result of ongoing efforts by both the hotel and its leadership, who implement diverse strategies to engage clients and promote a passionate work ethic.
This is the willingness of the workers to assist clients and provide utensils. Hotel employees must be eager and ready to assist visitors quickly to satisfy consumer demands.
Staff responding to your inquiries quickly 4/5
Staff providing quick service for you 5/5
Staff are always happy to help you 5/5
Staff always appearing quickly when you call 4/5
Table 11 Customer feedback on the responsiveness of workers to customers
Table 10 highlights the staff's strong commitment to customer satisfaction, reflected in an impressive average happiness score of 4.5 points This indicates that employees are highly responsive to customer needs, contributing significantly to customer satisfaction Notably, the service attitude of the staff stands out, achieving a perfect score of 5 points, suggesting it plays a crucial role in enhancing the overall customer experience.
Revennue
The Avatar hotel's business reports reveal a consistent upward trend in total revenue, although there was no substantial increase from 2018 to 2019 Despite fluctuations, the number of hotel guests has either risen or remained relatively stable during this period.
Despite an 85 percent occupancy rate, hotel income has not seen a significant increase, largely due to the added facilities such as babysitting services, conference halls, and room amenities The situation worsened in 2020, when hotel revenue plummeted by 55 percent, primarily due to the impact of the Covid-19 pandemic While there was a slight increase in revenue from 2018 to 2019, totaling VND 2,812,000,000, the contrast between 2019 and 2020 reveals a sharp decline of VND 19,159,000,000 This alarming reduction in sales highlights the significant fluctuations in total revenue since 2020.
Between 2018 and 2019, the hotel experienced significant profit growth due to an increase in visitors and enhanced services, alongside successful partnerships that ensured a steady flow of guests Customers expressed satisfaction and confidence in the hotel’s facilities, thanks to the expertise of our dedicated staff However, starting in 2020, hotel revenue faced serious challenges as the Covid-19 pandemic began to impact the industry.
From 2018 to 2019, hotel performance was exceptional, but there was a significant decline in 2020 If the pandemic comes to an end, hotel revenues are likely to recover, provided that management focuses on maintaining cost stability and implementing attractive customer incentives This approach could lead to increased profitability in the future.
Table 3 Revenue of Avatar Hotel over 3 years 2018-2020
General Assessment of the Service Quality of Housekeeping Department 42
The following is a general evaluation of the HK department's service quality weaknesses and strengths.
Most housekeeping staff undergo comprehensive training in customer service and practical skills, allowing hotels to minimize the time spent on onboarding new employees With an average staff age under 30, team members adapt quickly and possess a strong eagerness to learn This dynamic creates a diverse workforce that enhances productivity and service quality.
The laundry department plays a crucial role in supporting the room attendant department, ensuring that operations run smoothly and efficiently With a strong focus on quality, the laundry team promptly addresses any issues that arise during the washing process, guaranteeing that clean and well-maintained items are returned to guests without delay.
In addition, when it comes to seeing clients, the public department is still welcoming, has the right quality mentality, and does its work without causing any disruptions to customers.
The housekeeping department effectively implements customer service protocols and optimizes the hotel management system to ensure guests experience maximum ease and convenience during their stay.
The room attendant is a vital member of the housekeeping team, significantly contributing to customer service by maintaining clean, spacious, and well-equipped rooms for guests at all times.
Foreign language proficiency is a vital qualification for employers, particularly for roles involving direct customer interaction This skill ensures that employees can effectively meet the needs of visitors and communicate confidently Given that a significant portion of tourists are Korean, accounting for over half of the total, enhancing staff's Korean language skills can further elevate service quality.
The housekeeping team is said to have a supportive and cheerful attitude while employed and welcoming customers at the elevator or instructing customers in the hotel area as they inquire.
Managers, as well as advisors and aides, are constantly devising specific techniques that workers can develop and implement.
The secretariat plays a vital role in facilitating communication between departments by delivering timely and essential information, thereby enhancing collaboration and ensuring the efficient completion of tasks.
The housekeeping staff adheres to hotel cleaning protocols; however, there are instances of unprofessional behavior Additionally, common issues include neglecting to check utilities and failing to inspect the area before cleaning.
Despite the hotel's investment in modern equipment, some devices have deteriorated over time Specifically, issues with walkie-talkies in the housekeeping department have led to transmission errors, resulting in broadband interference and echo on telephone lines This has hindered employees' ability to manage requests and communicate effectively with other departments.
The linguistic proficiency of the staff is notably inadequate, as simple interactions fail to meet the needs of foreign guests Many employees lack fluency in foreign languages, which negatively impacts the overall quality of service Consequently, their ability to engage in meaningful conversations is restricted, with most staff members resorting to basic sentences This highlights a significant gap in the language skills of the workforce.
The hotel struggles with maintaining quality standards due to a lack of experienced staff, particularly during peak seasons when guest numbers rise but room staff remains insufficient This often leads to miscommunication between receptionists and room staff when collecting customer information Additionally, the uniforms worn by room workers are outdated and ineffective, and the equipment across departments, including vacuum cleaners, carts, and walkie-talkies, is frequently obsolete and damaged.
As a result, the efficiency of the housekeeping staff needs to enhance further in this respect.
DIFFICULTIES AND SOLUTIONS
Difficulties
There are some difficulties listed below of housekeeing department and myself in the process of doing this thesis.
The housekeeping team often exhibits unprofessional behavior by neglecting proper hotel cleaning procedures Common issues include overlooking essential utilities and failing to thoroughly inspect rooms before initiating the cleaning process.
Furthermore, even though the hotel installs several modern machines, some machinery deteriorates over time Notably, some walkie-talkies in the
HK department had transmission line faults, resulting in broadband distortion on the telephone line due to echo Employees are having difficulty processing inquiries or other group correspondence.
The staff's low linguistic proficiency significantly hinders effective communication, especially with international visitors Many employees lack fluency in foreign languages, resulting in a diminished quality of operations As a consequence, workers often resort to using simple sentences, highlighting a critical deficiency in their language skills.
During the process of completing my thesis, I encountered significant challenges, primarily stemming from my inexperience and limited knowledge The overwhelming workload contributed to my anxiety and confusion, leading to frequent misinterpretations of project requirements and goals To navigate these difficulties, I relied on online resources, consulted books, and sought guidance from my supervisor Ultimately, the most pressing challenge was mastering error handling and developing essential project skills.
Solutions
From the difficulties mentioned above, some solutions can be drawn to improve the facilities and processes of the HK department.
Housekeeping may be defined as ‘provision of a clean, comfortable, safe and aesthetically appealing environment’ By another definition,
‘housekeeping is an operational department in a hotel, which is responsible for cleanliness, maintenance, aesthetic upkeep of rooms, public areas, back areas and the surroundings’.[6]
Housekeeping staff typically operate solo or in small teams, completing one or two cleaning shifts daily Effective time management is essential for ensuring that all cleaning tasks are finished promptly, allowing for an uninterrupted guest experience.
Housekeeping staff must efficiently manage various tasks during their shifts, including cleaning and restocking rooms To excel in their roles, they need to enhance their speed, agility, and task execution skills When hotel occupancy is high, especially during holidays, a lack of organization and prioritization can hinder their ability to complete essential duties effectively.
According to PhD Nguyen Van Manh & PhD Hoang Thi Lan Huong,
The hotel business involves establishing and managing hotels that offer essential services such as dining, lodging, and entertainment to meet the needs of guests The success of these operations is closely linked to the quality and range of services provided, which are influenced by the hotel's classification and standards.
Regular maintenance of equipment is crucial for ensuring safety and preventing issues for both customers and staff Consistent upkeep keeps essential equipment in optimal working condition, thereby enhancing the efficiency of daily operations.
Regular maintenance of equipment is crucial for ensuring safety and preventing issues for both customers and staff By keeping essential equipment in optimal working condition, organizations can enhance the effectiveness of daily operations.
Moreover, strengthen equipment maintenance, invest in modern facilities for VIP rooms, purchase new equipment (curtains, drapes, lampshades, flat- screen televisions.
Finally, replacing equipment damaged or old equipment and items; and supplemented standard facilities.
Regular maintenance of protective facilities is essential to prevent accidents for both consumers and employees Conducting routine inspections ensures that critical equipment operates effectively It is important to invest in new equipment and repair outdated machinery, as well as to enhance modern VIP room facilities.
5.2.3 The Process of Housekeeping Department
Hotels and department managers in Hong Kong must establish an efficient cleaning process that aligns with hotel standards while fostering creativity and speed Although traditional cleaning methods are generally effective, there are areas for improvement that require attention and updates to ensure optimal implementation.
CONCLUSIONS AND SUGGESTIONS
Summary of the Findings
The HK dept can be seen as an essential element in the growth of the hotel industry There are both positive and negative impacts on the hotel business.
Hotel policies, service levels, facilities, and staff performance all play crucial roles in shaping the guest experience The hotel has implemented various policies aimed at fostering business growth, yet these strategies often target a specific consumer demographic This focus can inadvertently create disparities within the tourism industry, highlighting the need for a more inclusive approach.
In addition, facility consistency is also an essential factor in improving service performance The equipment also needs to be well maintained and regularly maintained, and repaired to avoid damage.
To enhance the hotel's image, it is essential to diversify the services offered, with the housekeeping department serving as a critical focal point By implementing significant improvements in the quality of housekeeping services, hotels can effectively elevate their overall guest experience.
Recruiting and developing employees is crucial for organizational success, as each individual's unique qualities significantly influence overall performance Effective workforce preparation enhances productivity by equipping workers with advanced knowledge and skills, ultimately fostering a culture of excellence within the company.
Assessing strengths and weaknesses through staff training, customer service processes, and facilities is crucial for effective analysis and evaluation This assessment will lead to actionable solutions aimed at enhancing the service quality of the housekeeping department.
Suggestions
The recommendations for improvements for Avatar Hotel, housekeeping dept, and Duy Tan University are listed below.
Firstly, Avatar Hotel needs to increase the efficiency of its sanitary facilities and do routine maintenance to ensure that they last longer and save the hotel money.
To maintain optimal hotel operations, it is essential to conduct monthly tests on counter appliances like vacuum cleaners, window screens, and security devices, addressing any damage promptly Additionally, organizing phone cords is crucial for maintaining seamless communication between hotel offices and external contacts Upgrading amenities can enhance employee efficiency and guest comfort, ensuring consistent service quality and fostering a positive impression among visitors.
To enhance guest satisfaction, Avatar Hotel must prioritize the improvement of its sanitary facilities and ensure regular maintenance is conducted Updating these amenities will not only increase their efficiency but also create a more customer-friendly environment.
A proficient working style distinguishes experienced individuals from novices in their careers, which is essential for success at Avatar Hotel The hotel prioritizes employee education and coaching to cultivate this competency However, there are several steps in staff preparation that still need to be addressed for optimal performance.
Firstly, the hotel should provide material benefits and incentives to employees, such as arranging trips to learn technical proficiency.
Secondly, once the workers are certified professionals and perform well, they should be promoted to a higher level.
Furthermore, inspire employees by raising wages or including incentives if they are working hard and productive.
The hotel prioritizes the education and coaching of its staff, emphasizing the importance of professional development To incentivize growth, the hotel offers substantial rewards and bonuses, including organized vacations aimed at enhancing professional skills As employees become certified professionals and demonstrate strong performance, they are eligible for promotions to higher positions within the organization.
6.2.3 The Process of Housekeeping Department
Hotels and their supervisors in the housekeeping department need to adopt a more efficient and innovative cleaning process that aligns with hotel standards While the traditional cleaning methods are generally followed, there are areas where execution falls short It is essential to be vigilant and continuously update these processes to enhance overall effectiveness.
The Foreign Languages Department should implement extra-curricular activities that facilitate interactions with native speakers, enhancing students' reflexes and speaking skills Additionally, conducting regular assessments of students' foreign language proficiency will help ensure they possess a strong foundation in English.
To enhance learning opportunities for students, it is essential to reduce the duration of the physical education program, which currently spans 5 semesters or 10 stages The lengthy time commitment places significant pressure on students, limiting their ability to focus on advanced subjects.
Creating class schedules for students based on their majors is essential, yet current orientation themes are inconsistent Students are required to learn subjects like listening, chatting, reading, and Vietnamese over three years, but they encounter different approaches such as TOEIC, TOEFL, and IELTS This inconsistency leads to confusion among students.
Each semester offers a variety of specialized courses, ensuring that students can graduate on time To stay aligned with the curriculum, students are required to complete all necessary specialized subjects If certain courses are unavailable during enrollment, it can hinder students' progress and delay their graduation.
University leaders should partner with local hotels to offer students practical learning experiences aligned with their specialized English courses Many students struggle to apply theoretical knowledge in real-world settings, highlighting the need for a collaborative environment that integrates study and work This approach not only enhances students' understanding but also bridges the gap between theory and practice, effectively addressing the growing job demands of enterprises.
To sustain its sanitary services effectively, the hotel must enhance quality and implement regular maintenance Additionally, the Foreign Languages Department should carry out annual evaluations of students' foreign language skills Furthermore, Duy Tan University should reduce the time allocated to students, allowing for increased focus on advanced subjects.
[1] TS Nguyễn Văn Mạnh, Th.s Hoàng Thị Lan Hương (2004), Quản Trị
Kinh Doanh Khách Sạn, NXB Lao Động và Xã Hội, Hà Nội.
[2]Mr.Morcel Gotie, Tourism and Hotel(2015).
[3] Surya Poudel (2013), The Influence of the Accommodation Sector on Tourism Development and Its sustainability, Larsmo
[4] Sandoval-Strausz A.K (2020), Hotel and Hotel Industry Retrieved from https://www.encyclopedia.com/history/dictionaries-thesauruses-pictures-and- press-releases/hotels-and-hotel-industry
[5] Rebecca, W M (2014) Introduction to Tourism and Hospitality in BC. Retrieved from https://opentextbc.ca/introtourism/chapter/chapter-3- accommodation/
[6]https://setupmyhotel.com/train-my-hotel-staff/hk/789-housekeeping.html
[7]https://www.linkedin.com/pulse/role-housekeeping-hospitality- industrycassandraroberts#:~:text=Housekeeping%20is%20an%20operational
%20department,club%20spa%20and%20so%20on.
[8]https://work.chron.com/housekeeping-functions-hospitality-industry- 30195.html
[9]https://www.linkedin.com/pulse/concept-quality-definitions-dominic- parry?trk=portfolio_article-card_title
[10] https://www.longdom.org/open-access/service-quality-in-the-hospitality- industry-2167-0269-1000e133.pdf
[11]https://www.slideshare.net/sharetailieudaihoc/chng-4-cht-lng-dch-v
The survey was carried out at the Avatar hotel The study's aim was to ascertain the level of aspirations and consumer experience of the Avatar hotel's staff efficiency.
Please place a tick (×) in a box that best describes your attitudes based on your experiences as a customer of Avatar hotel.
F How many times have you previously stayed at Avatar Hotel?
5 more than 4 times 3 3 times on your encounters as a customer of Avatar hotel.
EXPECTATIONS on the level of service provided by HK staff
The degrees of scoring are as follows: 5 = best, 4 = high, 3 = middle, 2 medium, and 1 = lowest.
Staffs providing service as promised
Staff performing hygiene in accordance with the process
Staff providing all the implement guests need
Staff answering all customer’s questions
Staff responding to your inquiries quickly
Staff providing quick service for you
Staff are always happy to help you
Staff always appearing quickly when you call
Staff have product knowledge of the hotel
Staff have the skills required to perform service
Staff speaking with you using appropriate forms
Staff making you feel safe when staying at the hotel
Thank you once again for everything you’ve done.
Giving you best wishes and all the happiness in the world!